Tenders Are Invited For Consultancy For Operational Diagnosis, Review Of Internalization And Contextual Adaptation Of The Cfm Architecture

Tenders are invited for Consultancy for Operational Diagnosis, Review of Internalization and Contextual Adaptation of the Cfm Architecture Closing Date: 15 Jun 2026 Type: Consultancy 1. General information Title of the mission: Operational diagnosis, internalization review and contextual adaptation of the architecture of the Community Feedback Mechanism (CFM) of NRC DRC Organization: NRC DRC Responsible Department: MEAL / Accountability to Affected Populations Type of consultancy: External consultancy Maximum duration: 30 working days Targeted areas: North Kivu, South Kivu, Ituri Supervision: MEAL Manager Country Office Technical Focal Point: Accountability Coordinator Type of contract: Individual consultancy or team of consultants 2. Background and Rationale As part of strengthening accountability to affected populations, NRC DRC implements several community-based feedback and complaint mechanisms (CFMs) allowing affected communities to express their feedback (Non-Sensitive and Sensitive). Over the past few years, NRC DRC has gradually strengthened its CFM architecture through different communication and community feedback collection channels, including the Green Line managed by an external partner (Congo Call Center), suggestion boxes, community focal points, community discussions, referral mechanisms and digital complaint management tools. However, several operational, structural, and contextual challenges persist and affect the overall effectiveness of the system. These challenges include: The accessibility of mechanisms in certain areas; Linguistic and contextual constraints; Processing and referral times; The limits of coordination between programmes, MEAL and operational structures; Privacy and data protection risks; Adapting the system to security and operational realities; The limits of internalization of certain processes; Potential gaps between institutional commitments and implementation on the ground. In addition, NRC DRC is currently conducting several internal document review exercises, improvement of SOPs and reflection on the internalization of certain complaint management mechanisms, in particular the Green Line. With this in mind, NRC DRC wishes to recruit a consultant or a team of consultants to carry out an in-depth operational diagnosis, a review of the internalization of accountability commitments and a contextual adaptation analysis of the CFM architecture. This mission will identify strengths, gaps, risks and opportunities for improvement of the system in order to propose a priority and contextualized roadmap for the strengthening of NRC DRCs CFM mechanism. 3. Mission Objective The aim of this mission is to carry out: An operational diagnosis of the current CFM system; A review of the level of internalization and implementation of existing CFM commitments and procedures; A contextual adaptation analysis to strengthen the relevance, accessibility, responsiveness and operational efficiency of NRC DRCs CFM architecture across all field operations. The exercise will also compare operational realities with the results of the ongoing document review and institutional document review process. 4. Objectives 4.1 Overall Objective Evaluate and strengthen NRC DRCs CFM architecture through an operational diagnosis and a contextual adaptation review improving accountability, accessibility, responsiveness, data governance and alignment between institutional commitments and implementation realities on the ground. 4.2 Specific objectives The consultant or team of consultants will: Assess the operational functionality and effectiveness of existing CFM channels and structures in selected NRC operational areas; Examine the possible internalization and implementation of accountability, safeguarding, PSEAH and CFM commitments at the field level; Identify operational, structural, technological and contextual gaps affecting the accessibility, responsiveness, confidentiality and quality of returns management processes; Compare the realities of implementation on the ground with existing institutional guidelines, SOPs, policies, and results of ongoing desk reviews; Evaluate the mechanisms for referencing and managing sensitive complaints; Analyze data protection and privacy risks; Formulate concrete recommendations and a priority roadmap to strengthen and contextualize NRC DRCs CFM architecture. 5. Mission Scope The consultant or team of consultants will have to cover the following areas: A. Document review Analyze and critically examine: The NRC Global Guidelines for the CFM; The DRC missions CFM SOPs; Accountability frameworks and CHS standards; PSEAH documents and safeguarding policies; Referral pathways; Protocols related to the Green Line and other feedback channels; Landlords commitments (donor compliance and contractual requirements); Databases and feedback sets (Sensitive and non-sensitive) Previous evaluations, audits, TPMs and analyses of the mechanism; Monitoring, performance monitoring and reporting tools; Procedures for managing, protecting and securing sensitive data; Value for Money (VfM) analyses to assess the effectiveness, efficiency, economy and impact of different CFM models and channels; Force Field Analysis to identify the driving forces and restrictive forces influencing the performance, accessibility and use of the feedback mechanism. B. Operational diagnosis Conduct field evaluations through: Key informant interviews (KIIs); Community discussion groups (FGDs); Mapping of complaint management workflows and circuits; Observation of operational processes; Review of registered complaints and feedback; Listening and reviewing hotline processes; Interviews with NRC staff; Consultations with community partners and structures. C. Comparative Gap Analysis The consultant will have to evaluate, in particular: The gap between policies and their implementation; Standardization versus operational realities; Accessibility barriers; Gaps related to inclusion; Privacy and data protection risks; Response times; The effectiveness of escalation mechanisms; Coordination between Programmes, MEAL and CFM; Management and follow-up of sensitive cases. D. Review of Contextual Adaptation The consultant will be required to assess the appropriateness of the current architecture by taking into account contextual realities, including: Security and access constraints; Consortium modalities; Cash and cash assistance programs; Displacement and emergency contexts; Language and literacy barriers; The realities of digital and telecom infrastructures; Community preferences and practices; The operational realities of the targeted provinces. 6. Methodology The consultant will have to propose a participatory and mixed approach combining: Document review; Qualitative and quantitative data collection; Analysis of operational processes and flows; Consultations with internal and external stakeholders; Mapping of referencing systems and mechanisms; Benchmarking and triangulation of data; Force Field Analysis; Value for Money (VfM) analysis. The proposed methodology should ensure: Confidentiality; The principles of protection and sensitivity; The "Do No Harm" approach; Gender, age, diversity and inclusion considerations; Ethical and secure management of sensitive data; Meaningful participation of local communities and structures; Taking into account operational, security and reputational risks. The consultant will also have to detail: The sampling approach and methodological justification; The minimum geographical coverage and the targeted categories of participants; Data collection tools and methods; Analysis and triangulation methods; Quality assurance and data validation mechanisms; Security, confidentiality and data protection provisions; Expected analytical deliverables, including: A CFM performance scorecard; A force field analysis; a risk mapping; a Value for Money analysis; Prioritized strategic and operational recommendations. 7. Geographical coverage The mission will mainly cover: North Kivu; South Kivu; Ituri; Selected operational sites; Partners and consortium structures involved in CFM mechanisms. The final selection of sites will be validated jointly with NRC DRC based on operational, security and programmatic priorities. 8. Expected deliverables The consultant or team of consultants will be expected to produce the following deliverables: 8.1 Inception Report Including: Detailed methodology; The work plan; Collection tools; The sampling approach; The detailed timetable. 8.2 Summary of the document review Analysis of existing institutional documents, SOPs, policies and tools. 8.3 Value for Money (VfM) Analyst Report Comparative analysis of the different management methods of the MTC and the Green Line. 8.4 Operational Diagnostic Report Detailed analysis of the operational functioning of the CFM mechanisms. 8.5 Comparative Gap Analysis Matrix Comparaison entre engagements institutionnels et réalités terrain. 8.6 Recommandations dadaptation contextuelle Recommandations techniques, structurelles, technologiques et opérationnelles. 8.7 Feuille de route / Plan daction priorisé Planification des priorités de renforcement à court, moyen et long terme. 8.8 Consolidated Final Report Report incorporating NRC comments and validations. 8.9 Validation Workshop Presentation of the results, findings and recommendations to the relevant NRC teams. 9. Duration of the mission The mission will be carried out over a maximum period of thirty (30) working days including: Preparation; The documentary review; Data collection; Field visits; Analysis; Restitution; Finalization of deliverables. The detailed schedule will be validated at the kick-off meeting. 10. Required Consultant Tender Link : https://reliefweb.int/job/4215491/consultance-pour-le-diagnostic-operationnel-revue-de-linternalisation-et-adaptation-contextuelle-de-larchitecture-du-cfm