Accountability to Affected Populations (AAP) Consultant – Syria


Under the Capacity Building component of the Cash Assistance in Re-Emerging Markets in Syria II consortium (CARMA II funded by ECHO through Caritas Austria (CAUT)), DKH is taking the technical lead in delivering protection services to the most vulnerable communities in Syria via implementation partnerships with the Department of Ecumenical Relations and Development at the Greek Orthodox Patriarchate of Antioch and all the East (GOPA-DERD) and Caritas Syria (CS). Alongside, Caritas Switzerland (CACH) is handling all MEAL-related areas of the consortium.

CARMA II serves beneficiaries with Individual Protection Assistance (IPA), and Case Management at the designated consortium locations across eight Syrian governorates. The Capacity Building component of CARMA II aims at strengthening the capacities of the protection staff who are in the frontline of serving beneficiaries, as well as institutionalizing the learnings into organization-wide handbooks to be embedded in the protection programming pillars of the implementation partners by facilitating specialized training sessions, coaching, and mentoring.

The assignment includes providing technical support to optimize the utilization of the various tools of Accountability to Affected Populations (AAP) by directly working with DKH’s CARMA II partner organizations in Syria.

Position Summary:

DKH’s Regional Office West and Central Asia is seeking to hire an Accountability to Affected Populations (AAP) Expert to support DKH’s partners (2) in Syria within the CARMA II consortium. The assignment includes, but is not limited to, providing technical and literature knowledge to the selected partners’ staff. In addition, provision of theory to enhance (or) develop AAP systems and approaches that either exist (or) to be developed. The assignment shall tackle practical methodologies to ensure proper AAP practices and application to field activities, with a special focus on Feedback and Complaint Handling Mechanisms.

The objective of the assignment is to tangibly strengthen AAP systems and practices in a practical manner which can be directly reflected in proper accountability measures from the affected populations to the implementing organization, maintaining confidentiality, transparency, and trust abreast.

The Consultant’s tasks will be:

  1. Perform desk review as part of the pre-assessment measures aiming at understanding what each organization is using for AAP.
  2. Design and provide hands-on support to strengthen AAP systems and approaches.
  3. Deliver orientation and training to Partners’ staff (Separately) on good practices and AAP systems for a period that does not exceed 2 business days.
  4. Develop a concise SOP paper pertaining to documenting the support that is being offered in AAP, which will then be owned by the corresponding partner’s organizations.

Responsibilities and Duties:

  1. Desk Review: conduct a comprehensive mapping of the existing tools and methodologies of each partner organization, analyze and conclude areas for improvements, and assess the overall efficiency of AAP systems used in the operation. A summary of this is required in the form of a “desk review report”.
  2. Development/Refining of AAP Tools: with a special focus on Feedback & Complaint Handling Mechanisms for the purpose of institutionalizing the knowledge gained, the consultant is required to develop a brief set of SOPs to be documented and reverted to for future references.
  3. Training/Coaching: using the above-mentioned tools, coaching field staff on utilizing the tools as optimally as possible shall be conducted. This may include field visits to various Syrian governorates.
  4. Mentoring: whenever needed, the AAP consultant shall remain ready to respond to any potential inquiry or guidance as requested by either Partners.
  5. Reporting: submit a final narrative and action planning report of the mission illustrated in the tasks listed above. The report must include summaries of successes, challenges, and recommendations for maintaining a practical knowledge management system with Partner organizations upon the completion of each task.

Coordination Scheme:

The DKH Protection Deputy Chief of Party, DKH Capacity Building Coordinator, Caritas Switzerland’s Focal Point, and the selected Consultant shall remain in regular contact and provide periodic updates on the progress of the assignment, the planned activities, and the outputs.

The consultancy is based on achieving the set deliverables within a maximum of 15 days. The consultancy does not represent a full-time job nor is it considered an employment with DKH West and Central Asia Regional Office or with any other stakeholder within the assignment.


DKH expects to commence the mission as of September 2022.


All products of the assignment shall be in English. Translation to Arabic is expected should the need arise.

All reports are to be submitted to DKH in English.


15 days of effort from signing the consultancy agreement.


  1. Desk Review Report:
    • In close coordination with each Partner Organization and all stakeholders, perform a comprehensive desk review to identify strengths and areas for improvement in the current AAP tools and systems for each organization.
    • Report on recommendations that serve as a working plan needed for the second and third deliverables.
  2. Development/Refining of AAP Tools:
    • ​​​​​Together with each partner organization, and based on the recommendations from Deliverable 1, produce a refined set of tools across all AAP areas, with a special focus on Complaint and Feedback Handling Mechanisms.
    • Design concise SOPs guiding proper utilization of AAP tools.
  3. Coaching:
    • Coach field teams on the best ways to utilize said tools
    • Report on each field visit with the purpose of the coaching sessions provided for the staff on the AAP tools
  4. Reporting:
    • Present the consultancy’s outputs to the relevant staff.
    • Submit the consultancy’s full narrative report on all activities commenced throughout the consultancy mission
    • Obtain acceptance by writing from DKH on the completion of the consultancy

The final report must include:

  • Executive summary.
  • Introduction.
  • Main activities conducted in line with the set deliverables.
  • Description of challenges faced during the consultancy mission.
  • A detailed summary of each coaching field visit.
  • Annexed Desk Review report and recommendations.
  • Annexed AAP tools for each partner organization
  • Annexed SOPs for the AAP tools.

The proposal must include:

  • Consultant’s motivational letter
  • Consultant’s updated CV – including a concise summary of relevant competencies and previous relevant experiences.
  • Technical Proposal including technical methodology (must not exceed 5 pages).
  • Proposed daily rate inclusive of all taxes.
  • Work plan with a proposed timeline.
  • List of 3 professional references.

Required Competencies:

  • Proven experience in MEAL – preferably with AAP in particular.
  • Proven record of leadership in complaint and feedback mechanism.
  • Flexibility in customizing training contents for the needs.
  • Well aware of the context in Syria, preferably with AAP experience inside Syria.
  • Ability to travel to Syria without any restrictions. Preferably residing in Syria or allowed to stay and work in Syria.
  • Fluency in Arabic and English.

Budget Proposal

Proposed budget should indicate the daily rate for a maximum of 15 days of effort, distributed according to the deliverables mentioned above. Logistical arrangements for the mission must not be included in the budget proposal, as they will be reimbursed separately, if any. The daily rate must be inclusive of all taxes in compliance to the Jordanian Sales and Income Tax laws. Payment of the contract will be released in EUR or in the local currency via bank transfer according to the payment schedule to be determined in the contractual agreement.

How to apply

Kindly submit your proposal (no more than 5 pages) with a subject line reading “AAP Consultant – Syria” to: until Aug 14, 2022.

Kindly note that this consultancy is open only to individual consultants. Only shortlisted candidates will be contacted.

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