Develop Standard Grievance Mechanism tools

REPUBLIC OF ZAMBIA MINISTRY OF LOCAL GOVERNMENT AND RURAL DEVELOPMENT REPUBLIC OF ZAMBIA MINISTRY OF LOCAL GOVERNMENT AND RURAL DEVELOPMENT ZAMBIA DEVOLUTION SUPPORT PROGRAMME (ZDSP) REQUEST FOR EXPRESSIONS OF INTEREST INDIVIDUAL CONSULTANT Assignment Title: Individual Consultant to Develop Grievance Redress Mechanism (GRM) Standard Operating Procedures and Tools for Local Authorities Project: Zambia Devolution Support Programme (ZDSP) Assignment Duration: Eight (8) weeks Reference No.: ZM-MLGRD-567788-CS-INDV 1. Background The Government of the Republic of Zambia, through the Ministry of Local Government and Rural Development, is implementing the Zambia Devolution Support Programme (ZDSP) with support from the World Bank. The Programme seeks to strengthen local governance systems, support the decentralisation agenda and enhance service delivery at the local authority level. Effective grievance management is an important element of accountable, transparent and citizen-responsive governance. Local Authorities are required to have functional mechanisms through which citizens, communities, project beneficiaries and other stakeholders can raise concerns, complaints, suggestions and feedback relating to service delivery, project implementation, environmental and social impacts and other governance matters. Under the ZDSP, there is a need to establish a standardized and practical approach to grievance management across participating Local Authorities. The assignment will therefore support the development of Grievance Redress Mechanism (GRM) Standard Operating Procedures and practical tools that can be adopted and applied by Local Authorities. The Ministry of Local Government and Rural Development now invites eligible individual consultants to indicate their interest in providing the services described below. 2. Objective of the Assignment The main objective of the assignment is to develop Grievance Redress Mechanism (GRM) Standard Operating Procedures (SOPs) and supportin