Project Consultant, Multicities - United Nations Pakistan

This is an Individual Consultancy not a staff position (fixed term or service contract). DO NOT APPLY BY CLICKING THE Apply Now BUTTON.

BACKGROUND

The FATA Secretariat will establish a feedback Hotline in order to facilitate the process of receiving feedback and resolving concerns related to the Sustainable Return and Rehabilitation of Temporary Dislocated Persons and the FATA Reforms process. This free-of-cost hotline will be staffed by multilingual persons so that people can call and register their feedback or resolve their issues by phone.

UNDP will support this process by recruiting a hotline team led by a Project Consultant. The consultant will lead a team which will help the team to register feedback on the Reform process and resolve peoples problems related to the Return and Rehabilitation Strategy.

Scope of Work:

The Project Consultant will manage a team of call-center agents who will help each caller to register their feedback and find a resolution to their concerns when required. The said consultant will train up the agents, and oversee their work, with ultimate responsibility the agents faithfully document each incoming call, and ask the relevant follow-up questions to categorize it appropriately, satisfy the calling persons, and provide them proper guidance.

The project consultant will review the files prepared by the agents and make sure that each is clear and concise, with an adequate summary of the problem, and an appropriate recommendation for a solution. He will then see that each is forwarded to the relevant people in the government and will periodically follow-up to update the database and ensure that the files are useful and appropriate.

In addition to this routine work, the project consultant will observer the feedback management process and draft a report (or a series of notes) with analysis of how feedback, complaints and grievances are dealt within the Secretariat and make recommendations for improvement to the existing mechanisms.

IF you are interested in this consultancy then please send us the attached confirmation of interest document as well as P-11 form duly signed on the following address on or before Monday 18 July 2016 12:30 pm via courier mail. Delivery by hand is strictly now allowed and shall not be accepted.

[ATTN: MR. UMAR ABBASI, FATA RECOVERY PROGRAMME]

United Nations Development Programme

Serena Business Complex, 6th Floor, Khayaban e Suharwardy,

Islamabad, Pakistan

Tel: 051-8355600 Fax: 051-2600254-5

The envelope should be clearly marked as Application for Individual Consultancy Project Consultant

If you require any clarification related to this consultancy, kindly send your queries to umar.abbasi@undp.org OR bilal.azeem@undp.org at least 5 days prior to the end date. While UNDP would Endeavor to provide response/clarification expeditiously, any delay in providing such information will not be considered a reason for extending the submission date.

For detailed information please click on to the following link and search for this Consultancy.

http://www.pk.undp.org/content/pakistan/en/home/operations/procurement0/

Required Skills