Customer Service Specialist
|Posted date||4 September 2019|
|Location||Iraq - Baghdad|
|Job Type||Full Time|
Through this activity, the IGPA/Takamul project aims to establish and operationalize of Rapid Response Community action capability and ensure that service delivery for traditionally underserved communities improves and response time for complaints in crisis situations reduced in the targeted provinces of Basrah, Babil, Najaf and Anbar.
II. Specific Tasks of the Consultant
Under this Scope of Work, the consultant shall contribute to performing, but not be limited to, the specific tasks specified under the following categories:
Task 1: Enhancing the coordination among crises cell, service providers, and provincial government in targeted provinces. Establish and enhance coordination between the crisis cell and the service providers under the response of the provincial government. The enhancement of the coordination will include holding a series of meetings and workshops to review and discuss the roles, procedures, and responsibilities for both of crisis cell and services providers directorates before, during, and after the crisis. A unified guideline and/or handbook describes the crisis forecasting procedures, preparedness, and crisis management must be developed, approved by GO, and disseminated among the services directorates within the province.
Task 2: Support service provider to identify forecasted crises. Work in cooperation with crisis cells in targeted provinces to provide the required training and technical assistance to help service provision directorates to forecast the upcoming crisis and develop the required solutions to overcomes these anticipated crises. IGPA/Takamul support and assistance will include providing the required training on topics such as crisis preparedness, crisis and risk management, and logistical support systems (include warehouse and stock management).
Task 3: Support service providers to develop a plan to respond effectively to citizens urgent need in cooperation with CSOs. Provide the required support and assistance to the services directorates and provincial government to develop crisis response plans based on the anticipated crisis. The directorates should share the developed crisis response plans with CSOs and other concerned stakeholders to review and discuss the plan activities and insure addressing all the urgent citizens needs and demands. Special consideration must be given to address the women and marginalized communities needs in the crisis response plans. IGPA/Takamul will work in cooperation with crisis cell to provide the required trainings and technical assistance in topics of planning and budgeting for government staffs and CSOs.
Task 4: Assist service provider to present and discuss the emergency response plan with PG. IGPA/Takamul will work with the services directorates to present and discuss the developed crisis response plan with the crisis cell, Provincial Council, and Governor Office seeking the approval of the provincial government. The approved plans must be shared and announced with CSOs and citizens.
Task 5: Final report.
III. Required Deliverables:
Task 1: Enhancing the coordination among crises cell, service providers, and provincial government in targeted provinces
List of participants attended to the crisis response coordination meetings and workshops in each province. Word document and PowerPoint presentation.
Unified guideline and/or handbook describes the crisis forecasting procedures, preparedness, and crisis management.
Task 2: Support service provider to identify forecasted crises.
List of forecasted upcoming crisis, and the proposed solutions to overcomes these anticipated crises in each targeted province. Word Document.
Task 3: Support service providers to develop a plan to respond effectively to citizens urgent need in cooperation with CSOs.
Developed crisis response plans.
Participants sign sheet in crisis response planning and budgeting training courses
system functionality. Word Document, PPT Presentation and M&E materials.
Task 4: Assist service provider to present and discuss the emergency response plan with PG.
Governmental approval and/or adaptation letter of the crisis response plans. Government approval letter.
Final Report should report on activities of crisis cells, response plans and implementation of crisis response plan and activity. PPT Presentation and Microsoft Word.
IV. Deliverable Timeframe:
Applicants are requested to do the following:
1-Click on the below link.
2-Dowenlod the table.
3- Fill the price column.
4-Save and attach the documents with your resume.
– Bachelor’s degree in engineering, business administration, international relations or other related disciplines
– At least 3 years of experience working with CSOs in:
• Design assessment tools, development of plans, and report findings to government, beneficiaries/citizens, and services providers.
• Have at least two years’ experience with CSOs, local government working in communication.
• Having experiences in water, Electricity, KRG government system and CSOs.
• Excellent writing and speaking skills in Kurdish with Adequate communication skills in English.
VI. General Statement
Under this SoW, IGPA/Takamul project will be responsible to cover all other indirect implementation cost including: Air and ground transportation, lodging, Per-diem, and phone communications.