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Terms of Reference: Consultancy: for Complaints, Feedback, and Response Mechanism(CFRM) and MEAL. - University Of Hargeisa

Date Posted: Mar 31, 2024
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    Apr 12, 2024

Job Description

Terms of Reference: Consultancy: for Complaints, Feedback, and Response Mechanism(CFRM)   and MEAL.

  1. Project Background 

The University of Hargeisa, legal Aid clinic (LAC), in collaboration with International Development Law Organization (IDLO) and other consortium members, is promoting a reformed and modernized Alternative Dispute Resolution (ADR) system through the establishment and operationalization of a new ADR Centre in Somaliland under the Program 'Strengthening the social contracts through access to justice" funded by the Government of the Netherlands (Also known as Damal Programme). The programme aims to foster the social contract in Somaliland by increasing the legitimacy of justice institutions.

The overall goal of the programme is expected to be achieved through three (3) intermediate outcomes: (1) improved access to an Alternative Dispute Resolution(ADR) mechanism and referral pathways, especially for vulnerable groups; (2) enhanced access to formal justice for vulnerable groups through holistic support to gender-based violence (GBV) survivors and affected communities; and (3) increased participation of citizens in Somaliland in accountability processes relating to the provision of security and justice. The specific mandate of each Centre is to facilitate the practice of ADR and settle claims and disputes at the community level, facilitating and increasing access to justice for the local population, particularly vulnerable categories.

About Legal Aid Clinic

The University if Hargeisa LAC is an autonomous statutory body established by the University of Hargeisa College of Law in 2002. The objective of the Legal Aid is to render or make available legal assistance to poor and disadvantaged persons in Somaliland as contemplated in the Constitution of the Republic of Somaliland, which guarantees every citizen to avoidable access to justice.

The legal aid clinic provides assistance to economically disadvantaged individuals within the boundaries of Somaliland. However, the legal clinic provides legal service on the matters that fall within the legal arena of criminal law civil law, human rights, and access to justice and child and women unit. Through this clinical work, students are expected to improve their skills in respect to interviewing, counseling, and mediation skills, and research writing skills.

  1. Objective Of the Assignment.

The overall objective of this assignment is to is to strengthen the organization's M&E framework by developing robust systems for tracking program outputs and outcomes. The M&E Consultant will play a key role in ensuring data accuracy, completeness, and timeliness for informed decision-making. The second objective of the consultant is to develop a structured system of complaint, feedback, and response mechanism CFRM which will allow the individuals in communities to express their concerns, provide feedback, or raise complaints about the services they receive from the Damal program. and reporting purposes develop a referral pathway for the justice sectors including the MOJ and the ADR centers. The third objective of the consultant is to is to develop a clear and comprehensive travel policy that outlines the procedures, guidelines, and responsibilities related to travel within the organization. The policy should address key areas such as travel authorization, booking procedures, expense reimbursement, travel safety, and compliance with organizational and donor regulations.

  1. Key functions and responsibilities
  • Develop and implement a comprehensive beneficiary database to accurately capture program participants' information.
  • Design and maintain an output tracker to monitor and record program activities and deliverables.
  • Develop an outcome tracker to assess the impact and effectiveness of program interventions on beneficiaries.
  • Establish data collection protocols and tools to ensure consistent and standardized data collection processes across programs.
  • Train staff on data collection methodologies, tools, and systems to enhance data quality and reliability.
  • Conduct regular data quality assessments to identify and address data discrepancies or inaccuracies.
  • Generate regular reports on program outputs and outcomes for internal and external stakeholders.
  • Collaborate with program teams to analyze M&E data and identify areas for program improvement or optimization.
  • Provide technical support and guidance to program staff on M&E-related matters.
  • Conduct a thorough review of existing travel-related policies, procedures, and guidelines within the organization.
  • Develop a draft travel policy document outlining the procedures and guidelines for travel authorization, booking, expense reimbursement, travel safety, and compliance.
  • to develop a structured system of complaint, feedback, and response mechanism CFRM which will allow the individuals in communities to express their concerns, provide feedback, or raise complaints about the services they receive from the Damal program.
  1. About the position.

University of Hargeisa, legal aid clinic is seeking a short-term national consultant, who will be closely working with the legal aid clinic of Hargeisa University (LAC). The consultant will be part of the access to justice project funded by IDLO and he/she will be responsible develop a robust systems for tracking program outputs and outcomes, ensuring data accuracy, completeness, and timeliness for informed decision-making. And a structured system of complaint, feedback, and response mechanism CFRM.

  1. Expected key deliverables:
  • Two-page inception report detailing the proposed methodology and agreed work plan submitted within 5 days from the date of signing the Contract.
  • Submit a recommendation report with a clear plan for CRFM and travel policy. 
  • Detailed implementation plan for the consultancy for the assignment (M&E, CRFM and travel policy).
  • Weekly reports providing updates from training (such as composition of attendees, notable discussions or reflections), to be submitted to the PM every Monday morning. Reports will be a minimum of 2 pages and are to be submitted in electronically in Microsoft Word format. Sample template will be provided.
  • Report on all consultation workshops carried out. This should describe the consultation process followed and outcomes.
  • Submit a work completion report. 

Experiences and Qualifications


  • Bachelor’s or master’s degree in a relevant field (e.g., statistics, monitoring and evaluation, social sciences).
  • Proven experience in developing and managing beneficiary databases, output trackers, and outcome trackers.
  • Strong analytical skills with proficiency in data analysis software (e.g., Excel, SPSS, STATA).
  • Excellent communication and interpersonal skills, with the ability to effectively communicate complex technical information to diverse audiences.
  • Prior experience working in humanitarian or development organizations is preferred.
  • Ability to work independently and collaboratively in a fast-paced environment.

Language skills

Fluency in oral and writing for both Somali and English


Skills & Personal Attributes 

  • Good communication and interpersonal skills
  • Strong organizational and team working skills
  • Highly approachable, trustworthy and confidential

How To Apply

Qualified persons should send their CV and Application letter in one attachment not more than five pages to the deadline will be on 12 April 2024 at 3 PM. 

Skills Required

Company Overview


The University of Hargeisa is a chartered public higher education institution located in Hargeisa Somaliland. It was established on 23 October in 2000 with only two faculties. It had been begun with as little as 5 classes composed of less than 150 st... Read More

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