REQUEST FOR EXPRESSION OF INTEREST (INDIVIDUAL CONSULTANTS SELECTION)




April 17, 2019 1:58 pm

SPECIFIC PROCUREMENT NOTICE

GOVERNMENT OF GHANA

MINISTRY OF GENDER, CHILDREN AND SOCIAL PROTECTION (MOGCSP)

REQUEST FOR EXPRESSION OF INTEREST

(INDIVIDUAL CONSULTANTS SELECTION)

GHANA PRODUCTIVE SAFETY NET PROJECT (GPSNP)

IDA Credit No.: 63370-GH

INDIVIDUAL CONSULTANT POSITIONS FOR THE SOCIAL PROTECTION DIRECTORATE (SPD), LEAP MANAGEMENT SECRETARIAT (LEAP) AND GHANA NATIONAL HOUSEHOLD REGISTRY (GNHR)

The Ministry of Gender, Children and Social Protection has received financing from the World Bank toward the cost of the Ghana Productive Safety Net Project (GPSNP), and intends to apply part of the proceeds for consulting services. 

BACKGROUND

To enhance its efforts to increase social protection services to citizens, the Government of Ghana in collaboration with the World Bank and DFID is implementing Ghana Productive Safety Net Project (GPSNP) that seeks to provide tailored support to the poorest households to address the demand-side constraints to accessing services that would strengthen their productivity. This support will be sequenced in a manner that reflects (i) the different capabilities of and constraints faced by households; and (ii) the geographic coverage of each intervention. For those extremely poor households that can diversify their incomes or improve the productivity of their household enterprises but face constraints in accessing technical skills and financial support, a set of productive inclusion activities will be provided. It is being situated within broader efforts to provide dedicated and coordinated support to help households access agricultural support and strengthen their financial literacy and savings. The Government also aims at consolidating the social protection sector by strengthening individual program delivery systems and further consolidating the building blocks of the SP system as well as strengthen and integrate these processes into a functional and coordinated SP system that is anchored at the community level.

The GPSNP has a duration of four (4) years (2019 – 2022) and is to be implemented jointly by the Ministry of Gender, Children and Social Protection (MoGCSP) and the Ministry of Local Government and Rural Development (MLGRD).

PROJECT DEVELOPMENT OBJECTIVE

The objective of the GPSNP is to support the Government to strengthen safety net systems that improve the productivity of the extreme poor in Ghana.

COMPONENTS OF THE PROJECT

The Project has 5 components namely:

  • Component 1: Productive Inclusion (PI)
  • Component 2: Labour Intensive Public Works (LIPW)
  • Component 3: Livelihood Empowerment Against Poverty (LEAP) Cash Grants
  • Component 4: Social Protection Systems Strengthening
  • Component5: (disaggregated into Components 5a and 5b): Project Management, Coordination, and Capacity Building

The MoGCSP is responsible for the implementation of Components 3, 4 & 5a.

Component 3: Livelihood Empowerment Against Poverty (LEAP) Cash Grants

The objective of this component is to smoothen consumption among extremely poor households. The provision of LEAP grants to approximately 350,000 extremely poor households helps these households meet their basic needs. Securing the basic consumption of these households can enable them to engage in economic activities and invest in the human capital of their children thus breaking the intergenerational cycle of poverty. This component will thus finance: (i) regular, periodic, cash transfers to extremely poor households; and (ii) support to encourage beneficiaries to invest in their human capital and that of their children.

Component 4: Social Protection Systems Strengthening

The objective of component 4 is to strengthen social protection delivery systems to improve the efficiency, effectiveness and transparency of safety net interventions in Ghana. This component will finance: (i) the Ghana National Household Registry (GNHR) and management information systems; (ii) a Single Window Citizen Engagement Service (SWCES); (iii) a Monitoring and Evaluation framework and system, including an impact evaluation for the project and; Iv. Implementation of the SP law.  This component will further finance the extension and integration of these core operational systems at the district and community levels.

Component 5 (Sub component 5.1): Project Management, Coordination, and Capacity Building

The objective of component 5 is to finance project management, coordination, and capacity building of the GPSNP under the MoGCSP. This includes incremental project-related operating costs under the MoGCSP for the implementation of Components 3 and 4 of the project. This support will include the procurement of service providers to implement the operational aspects of the GNHR and LEAP, including data collection, electronic registration, payment, and auditing.

OBJECTIVE OF ASSIGNMENT

In its efforts to achieving the above stated GPSNP components objectives under the implementation mandate of the Ministry, the MoGCSP has established a Social protection Directorate (SPD), LEAP Management Secretariat (LEAP) and Ghana National Household Registry (GNHR).

The MoGCSP is therefore seeking to engage the services of qualified Individual Consultants to man the key implementing units in various capacities as follows:

  1. Operations and Logistics Specialist – GNHR (1Position)
  2. ProgrammeCoordinatorSWCES(1Position)
  3. Database Administrator– SPD (1Position)
  4. Beneficiary Services SpecialistLEAP(1Position)
  5. Logistics and Survey Information OfficerGNHR (2 Positions)
  6. Statistical Officer / Data Analyst- GNHR (1Position)
  7. Network Administrator – SPD (1 Position)
  8. Software Developer – SPD (1 Position)
  9. Field Operations Specialist – LEAP (1 Position)
  10. Communication Specialist – SPD (1 Position)
  11. Monitoring and Evaluation officer – GNHR (1 Position)
  12. Communications Officer -GNHR (1 Position)
  13. Communications Officer -LEAP (1 Position)
  14. Android Developer – SPD (1 Position)
  15. Finance and Payment Specialist – LEAP (1 Position)
  16. Reconciliation Specialist – LEAP (1 Position)
  17. National LEAP Manager
  18. National Coordinator – GNHR
  19. Project Coordinator- SPD

DURATION OF ASSIGNMENT

The assignment shall be for an initial period of twelve (12) months from the date of contract signature for all positions.

SCOPE OF ASSIGNMENT AND KEY RESPONSIBILITIES 

  1. OPERATIONS AND LOGISTICS SPECIALIST – GNHR (REF. NO.  GH-MOGCSP-80563-CS-INDV)

He/she shall have the responsibility of understanding, developing and taking charge of field operations. He/She is to play the central role in vetting logistics proposals for the implementation of GNHR programmes. He/She is to coordinate all the processes involved in the development of operational activities necessary for the implementation of the programme collected from the field as well as existing GNHR data. He/She shall work with the two Survey and logistics officer but report directly to the National Coordinator.

Key Responsibilities

The Operations and Logistics Specialist will perform the following duties:

  1. Prepare the national plans for the logistics of the National Targeting Process for use by the Procurement Unit,
  2. Design guidelines for the procurement and use of equipment and materials for the entire targeting process.
  3. Prepare and implement plans for the identification and selection of Partner Organizations to undertake data collection,
  4. Assess and monitor the logistics plans submitted by partner organizations
  5. Prepare the implementation plans for the training to be conducted throughout all selected partner Organizations, regarding the NTS.
  6. Scheduling of the National Targeting Process.
  7. Prepare the logistics and schedules the dates for Public Information Campaigns in consultation with the Communications Unit
  8. Supervise the proper distribution of Targeting Forms, area maps, timetable of survey and other material to the field staff.
  9. Coordinate the entire Targeting Process by securing that recruitment of essential staff as well as the procurement of all necessary equipment and materials is completed and staff has been allocated to their working tasks.
  10. Liaise with all partner organizations and consultants involved in the Targeting and related implementation processes and intervene/mediate in case of any problems arise.
  11. Monitor fieldwork and ensure that all processes undertakings are in compliance with the procedures and work regulations.
  12. Work closely with the Monitoring and Evaluation Officer in all planning and reporting activities and provide input if such is required.
  13. Undertake any other related assignments by the GNHR Coordinator

QUALIFICATIONS

  1. At least a Master’s degree in Social Sciences, Project Management, Management, or a related field is required for this assignment.
  2. Candidates should have a minimum of 5 years managerial in an International, NGO, Public or For-Profit organization.
  3. Excellent Knowledge of Computer (e.g. Microsoft Office Suite), field data collection and database management skills
  4. At least 2 years’ demonstrated experience in operations and logistics management.
  5. Excellent managerial, communication interpersonal, and problem-solving skills
  6. Demonstrated ability to build, manage and work in a team.
  7. National/international experience in Social Protection and Targeting is an advantage
  • PROGRAMME COORDINATOR-SWCES (REF. NO. GH-MOGCSP-80925-CS-INDV)

The Programme Coordinator for SWCES is required to lead the completion and operationalization of the Single Window Citizens Engagement Service established by the MoGCSP to provide a centralized channel for beneficiaries of all SP programmes and other stakeholders to raise grievances, report malpractices, and request information on all social programs. She/he will also supervise and provide guidance for effective functioning of the Helpline of Hope call center. She/he is expected to work closely with the Case Management Units of LEAP Secretariat, GNHR and all other SP intervention in Ghana. She/he will report to the Director for Social Protection of MoGCSP.

  1. Key Responsibilities

The Programme Coordinator for SWCES shall be required to:

  1. Oversee activities on this Single Window Citizen’s Service on a full-time basis
  2. Lead the implementation of the Call Center, coordinating the work of all participating social protection programmes to ensure complaints received are resolved.
  3. Review the cases database on a daily basis to review incoming administrative complaints, and ensure they are being followed up or resolved by the relevant office
  4. Enter any complaints received by phone into the Case Management System. Ensure the database is updated to track resolution of cases and follow up with key stakeholders where there are delays or problems.
  5. Respond to information requests related to reported cases (for example queries about eligibility) or other information requests, for example raised by civil society on program eligibility, benefits, rules or regulations. 
  6. Receive, analyze and consolidate reports on the national level for grievance redress and information clarification / queries on a quarterly basis and report to SPD any outstanding problems or issues.
  7. Identify training needs of staff and recommend trainings as required.
  8. Oversee and manage independent monitoring activities across all districts.
  9. Compile monthly reports on outcomes of monitoring.
  10. Support development of IEC materials and ensure their delivery to the relevant regional/district offices
  11. Oversee implementation of IEC activities and ensure success of these activities.
  12. Draft project implementation reports and status updates for the SPD on a quarterly basis including a summary of corruption and fraud reports and progress toward resolution, and any other relevant issues.
  13. Coordinate and lead development of social accountability materials.
  14. Provide ongoing support and supervision at the field level to ensure quality and effective implementation of the social accountability training curriculum. 
  • QUALIFICATIONS AND EXPERIENCE
  1. At least a Master’s Degree in public policy, social policy or management, project management
  2. At least 5 years of proven managerial and/or implementation experience in Social Protection program or related fields
  3. At least 3 years’ experience in public sector management of strong knowledge of Ghana and public institutional processes
  4. At least 1-year experience supervising contact center operations or customer service operations
  5. Excellent managerial, interpersonal, communication and problem-solving skills
  6. Demonstrated ability to build, manage and work in a team
  7. Demonstrated ability to work independently and informed decision making
  8. International experience in Social Protection is an advantage
  9. Demonstrate an appreciable understanding of coordination with multiple partners
  10. Excellent report writing skills
  • DATABASE ADMINISTRATOR (REF. NO. GH-MOGCSP-97081-CS-INDV)

The Database Administrator will be fully responsible for the design, development, implementation, performance, integrity and security of the project’s databases. In the discharge of his duties, the Database Administrator will report to the MIS Specialist. He/she will prepare and submit quarterly reports to MIS Specialist.

KEY RESPONSIBILITIES

Specifically, the Database Administrator is expected to:

  1. Establish the needs of users and monitor user access and security;
  2. Monitor performance and manage parameters to provide fast query responses to front-end users;
  3. Map out the conceptual design for a planned database in outline;
  4. Consider both back-end organization of data and front-end accessibility for end-users;
  5. Refine the logical design so that it can be translated into a specific data model;
  6. Refine the physical design to meet system storage requirements; Install and test new versions of the DBMS;
  7. Regularly perform routine tests and modifications to ensure that the databases are performing and running correctly;
  8. Writer database documentation, including data standards, procedures and definitions for the data dictionary (metadata);
  9. Control access permissions and privileges, maintain data standards, including adherence to the Data Protection Act
  10. Develop, manage and test back-up and recovery plans;
  11. Ensure that storage, archive, back-up and recovery procedures are functioning correctly;
  12. Communicate regularly with technical, applications and operational staff to ensure database integrity and security;
  13. Commission and install new applications and customizing existing applications in order to make them fit for purpose.

QUALIFICATIONS

The Database Administrator should have the following qualifications:

  1. a first degree in a computer science or closely related field.
  2. a professional certification in MSDBA or other database related certification is a plus. 
  3. at least five (5) years’ working experience as a database administrator with good working knowledge of major commercial and open source database applications.
  4. have the ability to create and maintain strong working relationships with colleagues and customers
  • BENEFICIARY SERVICES SPECIALIST (REF. NO.  GH-MOGCSP-80947-CS-INDV)

The Beneficiary Services Specialist, as an expert in the Grievance and Redress Mechanism, will be responsible for planning, receiving, processing and reporting on cases received from the beneficiary households and other stakeholders. He/she will provide expert guidance on the improvements in the GRM of the LEAP Programme. He/she will work under the guidance of the LEAP Manager.

KEY RESPONSIBILITIES

Specifically, the Beneficiary Services Specialist will be responsible for:

  1. Handling of appeals and complaints, as well as for supporting the establishment of an efficient referral system to complementary programmes.
  2. Supporting the development and implementation of the programme’s Grievance and Redress Mechanism.
  3. Monitoring the functioning of the processes of Beneficiary Data updates, GRM processes, and complementary services; identify shortfalls and propose solutions.
  4. Leading the development of a training module on Case Management and initiate a general orientation for all relevant District Officers on Beneficiary updates procedures.
  5. Receiving regular reports through the MIS on the number of Payment Complaints, the kind of Complaints and unsolved cases.
  6. Leading the development of annual implementation plans for the Beneficiary Services sub-unit, to include appeals and complaints processes, increased access to complementary services, and related staff training exercises.
  7. In close coordination with the M&E Unit of the LMS, analyzing comparative data on beneficiary services (outputs and outcomes on Beneficiary Registration, Updates on Beneficiary data, Appeals and Complaints by province and region, uptake of complementary services, etc), identify shortfalls in work performance, and make appropriate managerial decisions to address shortfalls.
  8. Reviewing and recommending for approval Memoranda of Understanding between LEAP and other Partner Organizations.
  9.  Securing timely delivery of narrative reports on Case Management issues to the LEAP General Coordinator on quarterly and annual basis.
  10. Based on analysis of the complaints, making recommendations on the necessary changes in the system.
  11. Supporting the investigation and timely resolution of cases relating to the implementation of the LEAP programme.
  12. Conducting any other duties within the scope of this assignment as requested by the LEAP Coordinator.
  13. Undertaking any other related assignment by the LEAP Programme Manager aimed at fulfilling the objectives of the LEAP Programme.

QUALIFICATIONS:

  1. A Master’s degree in Public or Social Policy, or another related field is required.
  2. Proven managerial experience of at least five years in a large programme/ project.
  3. Proven leadership skills and good customer relations are required.
  4. Excellent managerial and strong communication skills, as well as problem solving skills are necessary.
  5.  Computer skills in word processing and spreadsheets are required.
  6.  Proven past experience working with databases
  • LOGISTICS AND SURVEY INFORMATION OFFICER – GNHR (REF. NO. GH-MOGCSP-80743-CS-INDV; GH-MOGCSP-80745-CS-INDV)

He/she shall have the responsibility of working with the Operations and Logistics Specialist to oversee field operations during data collection. He/she would also monitor the use of materials procured for field data collection as well as evaluate the use of materials and equipment in field data collection. He/she should also monitor and evaluate materials and equipment used in the entire targeting process. The Logistics and Survey Information Officer shall report to theOperations and Logistics Specialist.

Key Responsibilities

The Logistics and Survey Information Officer will have the following key responsibilities:

  1. Design guidelines for the procurement and use of equipment and materials for the entire targeting process.
  2. Prepare a logistics and survey management plan.
  3. Assess and monitor the logistics plans submitted by partner organizations, taking into account the following steps that together represent the timeline for data collection:
    1. Recruitment of Area Coordinators, Supervisors, Editors, Interviewers and other support staff;
    2. Trainings for field staff cascaded training (including field trail and post training testing);
    3. List of personnel including Enumerators, Editors and Supervisors (who must meet minimum qualifications and experience);
    4. Preparation and updating of maps (including putting of geographical coordinates on the maps); and
    5. Preparation of daily schedules and route maps by Supervisor and targeting teams.
  4. Prepare the logistics and dates for the Public Information Campaign.
  5. Supervise the proper distribution of targeting forms, area maps, timetable of survey and other material to the field staff.
  6. Work closely with the Monitoring and Evaluation Officer in monitoring the use of logistics
  7. Undertake any other logistics-related assignments, as assigned

QUALIFICATION

The minimum qualifications required for the position are as follows:

  1. A Master’s Degree in social science, management, administration or related field;
  2. Demonstrable knowledge of surveys and statistical research process would be an added advantage.
  3. A Minimum of five (5) years professional experience in the field survey operations and logistics preferably in social protection programmes. 
  4. Excellent knowledge of computer applications especially the Microsoft Office suite. 
  5. Excellent communication and interpersonal skills as well as ability to work in a multi-stakeholder environment.
  6. Ability to handle multiple projects under time and resource pressure.
  7. The applicant should be a solution-oriented person with excellent managerial skills.
  8. Demonstrated ability to build, manage and work in a team and work under pressure.
  9. National/ international experience in Social Protection is an advantage.
  • STATISTICAL OFFICER / DATA ANALYST – GNHR (REF. NO. GH-MOGCSP-97077-CS-INDV)

He/she shall have the responsibility of understanding, analysing, interpreting and presenting data collected from the field as well as existing GNHR data. He/she will work in direct coordination with the MIS team and Monitoring and Evaluation Officer. He/she shall work closely with the M&E specialist at Social Protection Directorate to disseminate GNHR Data. The Statistical Officer will report directly to the GNHR National Coordinator.

Key Responsibilities

The Statistical Officer will perform the following duties:

  1. Develop and implement a work plan for data coordination, cleaning, analysis and reporting
  2. Perform data analysis, interpretation, recording and reporting in accordance with GNHR guidelines and standards.
  3. Work in collaboration with the Operations and Logistics Specialist to operationalize all data collection activities, providing input on sampling, as needed.
  4. Facilitate data collation, data validation, and storage of all GNHR Data on a daily basis.
  5. Sort and organize the data; both hard copy and electronic versions.
  6. Transmit periodic data reports to Monitoring and Evaluation Officer and GNHR National Coordinator.
  7. Facilitate/ coordinate staff for data entry when required.
  8. Provide data management updates in all internal and external meetings, as required.
  9. Analyze data for quality improvement purposes.
  10. Prepare data for reporting, meetings, and presentations.
  11. Ensure data management procedures comply with standard of GNHR policies.
  12. Provide a variety of statistical analyses of data.
  13. Prepare and submit data required for audits.
  14. Undertake any other related assignments by the GNHR National Coordinator

QUALIFICATION

The minimum qualifications required for the position are as follows:

  1. At least a Master’s degree in Statistics, Social Sciences, or related fields.
  2. Knowledge and experience in using data analysis tools like SPSS, Epi-Info, STATA, NVivo, etc. with proven skills in management, design, analysis and implementation of large data management systems.
  3. Knowledge and experience in the use of SQL database platform is an advantage.
  4. A minimum of five (5) years of relevant professional work experience with experience in monitoring and evaluation.
  5. Candidates should possess computer skills, and analysis techniques.
  6. Excellent communication and problem-solving skills.
  7. Ability to handle multiple assignments.
  8. The applicant should be a results/solution-oriented person. Excellent managerial and interpersonal, skills
  • NETWORK ADMINISTRATOR – SPD (REF. NO. GH-MOGCSP-97080-CS-INDV)

The Network Administrator of the MIS unit of the Social Protection Directorate, has overall responsibility for installing, supporting and administering network/computer systems hardware and software in a Multi-Platform Environment (Windows, Linux and Sun) of all projects and units,

In the discharge of his/her duties, the Network Administrator will report to the MIS Specialist. As such, he/she will prepare and submit quarterly reports to MIS Specialist.

KEY RESPONSIBILITIES

Specifically, the Network Administrator is expected to:

  1. Conducts research, evaluates and recommends network software and hardware for the project.
  2. Maintains network and computer performance by performing monitoring and analysis, and performance tuning on all computers and network equipment; troubleshooting network problems; escalating problems to vendor where applicable.
  3. Designs, installs and maintains LANs, WANs, network segments, Internet, and intranet systems.
  4. Manages administer servers, desktop computers, printers, routers, switches, firewalls, phones, smartphones, software deployment, security updates and patches.
  5. Maintains authentication, access-control, integrity and security of the network, servers and computers.
  6. Ensures network connectivity throughout NTU’s LAN/WAN infrastructure
  7. Conducts on-going network system audits to evaluate the utility and efficiency of the system’s hardware, software, and communications components and to identify any potential threats to the network.
  8. Develops and maintains disaster recovery procedures for the network and network resources.
  9. Establishes methods and procedures for use of the network systems including hardware, software, and communications devices.

QUALIFICATIONS

The Network Administrator should have:

  1. a first degree in a computer science or closely related field, a professional certification in CCNA, CCNP or MCSA is a plus. 
  2. five (5) years’ working experience as a network and systems administrator with good working knowledge of all Windows Server editions and diverse flavours of Linux and Unix and have a good familiarity with diagnostics and monitoring tools.
  3. Demonstrated proficiency in design, administration, installation and Maintenance of Network SystemsHands-on skills with installation and configuration of routing, switching, firewalls, network protocols, and services, such as, VLANS, DNS, SMTP etc.
  • SOFTWARE DEVELOPER – SPD (REF. NO. GH-MOGCSP-97079-CS-INDV)

The Software Developer will be responsible for developing the information system modules by designing, developing, and installing software solutions/ product deliverables in accordance with user specifications and with good practices in coding/software development. The Software Developer will also escalate technical design or specification issues to the MIS Specialist. He/She will also troubleshoot technical issues and identify modifications needed in existing applications to meet changing user requirements and analyze databases and identify data integrity issues with existing and proposed systems and implement solutions.

KEY RESPONSIBILITIES

Specifically, the Software Developer is expected to:

  1. Evaluate, assess and recommend software solutions
  2. Develop, architecture, detailed specifications and technical interfaces for all projects and technology activities of the Social Protection Directorate
  3. Design, initiate and handle technical designs and complex application features
  4. Develop, deliver and test software prototypes
  5. Build flexible data models and seamless integration points
  6. Innovate and develop high-value technology solutions to streamline processes
  7. Initiate and drive major changes in programs, procedures and methodology
  8. Coordinate with other developers and software professionals
  9. Work with QA Team to test the developed software in controlled, real situations before going live
  10. Preparation of training manuals for users
  11. Maintaining the systems once they are up and running
  12. Work closely with all MIS Specialist and other team members in the MIS unit alongside external consultants to deliver cutting edge solutions.
  13. In coordination with MIS Specialist develop and implement computer application systems, modules and any software components needed to support all Social Protection programmes and projects.
  14. Develop system and module graphical interfaces, web modules, database modules, application reports and statistics, and any software components needed to deliver complete and functional applications systems required by the Social Protection Directorate.
  15. Perform all necessary software maintenance, including coding, testing, debugging, upgrading and modifications of software requested by the management.

QUALIFICATIONS

  1. The Software Developer should have the following qualifications:
  2. At least a first degree in Computer Science, Software Engineering or Electrical  Engineering (or equally relevant subject).
  3. At least 5 years’ experience in software development, proven experience in the development of Android Data Collection Solutions, and development of software for social assistance.
  4. Proven 5 years’ experience in the development of REST full interfaces for data synchronization, data exchange. 
  5. Excellent grip on Web \ Application and Database technologies (including MySQL .NET, Oracle, ASP.Net, JAVA, Web Services).
  6. Familiarity with agile development methodologies, build and implementation process, and application lifecycle management is necessary.
  • FIELD OPERATIONS SPECIALIST – LEAP (REF. NO. GH-MOGCSP-80957-CS-INDV)

The Field Operations Specialist is responsible for developing for effective operationalization of LEAP on the ground. He/she will support the establishment of various implementation levels appropriate for rollout of linkages function of the programme. He/she will report to the LEAP Manager.

KEY RESPONSIBILITIES

Specifically, the responsibilities of the Field Operations Specialist will be:

  1. Capacity Development – transfer skills and knowledge to the LEAP Field Operations Officer (and one other specific staff member to be identified by the LEAP manager) on the development and maintenance of effective operationalization of the LEAP program and linkages to other programs at the regional, district and community levels. The Field Operations Specialist will also ensure that there is continuous update of the Operations Manual to maintain its relevance as the programme seeks to strengthen its key components. He/ She will also provide the needed support to update the linkages to complementary services and development and improvement of the various structures at regional, district and community level to best respond to the LEAP programme needs.
  • Technical Support will include, but not limited to, the following:
    • Provide on-the-job training for departmental staff
    • Provide advice on setting up of regional, district and community level structures.
    • Support the rollout of the linkages to complimentary services.
    • Provide advice to MoGCSP, LMS and Development Partners on technical decisions for complementary services landscape and ensuring updates to the operations guidelines.
    • Provide advice and feedback at key stages of the linkages to complementary services’ implementation and roll out. 
    • Provide advice to the LEAP programme on maintaining relationships that ensure mutual benefits and understanding.
    • Support the development of the information sharing mechanism between the LEAP programme and selected complementary service providers.
    • Ensure accurate data of the beneficiary households linked to complementary services.
    • Liaise with complementary service providers on information sharing, addressing of issues affecting implementation of the linkages with LEAP households.
    • Support orientation of the regional, district and community level structures and provide technical support to the focal persons of all these structures.
    • Advise on the continued development of content for the LEAP operations manual.
    • Work on special assignments requiring the consultant’s technical expertise that may arise during the consultancy period

QUALIFICATIONS

  1. A Master’s degree in Social Policy, Business Administration/Management or other relevant field required.
  2. Knowledge of local government and community structures is an advantage.
  3. Candidates should furthermore have proven managerial experience of at least seven years in a large project/programme.
  4. Excellent organisational and managerial skills as well as good communication and problem-solving skills are necessary.
  5. Experience with various software packages including word processing, spreadsheet, and database management.
  6. Prior experience with implementation of social cash transfer programme is an advantage.
  • COMMUNICATION SPECIALIST – SPD (REF. NO. GH-MOGCSP-80564-CS-INDV)

The Communication Specialist will lead the implementation of Social Protection Communication Strategy including public information campaigns and ensure proper documentation of social protection outcomes. The Communication Specialist will work closely with the Communication Officers of the Social Protection flagship programmes to ensure consistent and effective communication of social protection in Ghana.

Key responsibilities

The key responsibilities of the Communication Specialists include:

  1. Facilitate finalizing and roll out of the Communication Strategy.
  2. Coordinate all communication interventions of the GPSNP components managed by the MoGCSP including the Social Protection Directorate (SPD), Ghana National Household Registry (GNHR), Single-window Citizen Engagement Service (SWCES), and Livelihood Empowerment Against Poverty (LEAP).
  3. Work to harmonize Public Information Campaign (PIC) strategy of SP programmes.
  4. Facilitate the planning and implementation of PIC to make social protection programmes visible.
  5. Document the outcomes of all activities implemented by Social Protection Directorate and Agencies.
  6. Assist Project Coordination team in preparing project quarterly progress report, annual progress report, and other reporting requirements.
  7. Update communication strategy and tools for social protection.
  8. Work closely with the M&E specialist to strengthen results management and reporting.
  9. Ensure effective communications, visibility and knowledge management including social media.
  10. Work with IT team for the set-up of and maintenance for the social protection section of the MoGCSP.
  11. Support the project team in preparing concept notes and other project related documents.
  12. Support programme staff in organizing and managing seminars, workshops, press conferences;
  13. Produce reports and stories of the seminars/workshops organised by the project;
  14. Provide technical support to the project team in producing various evaluation and knowledge products of the project;
  15. Ensure proper documentation of the communications materials and knowledge products;
  16. Prepare and edit press releases, programme-related progress reports and documents;
  17. Submit quarterly report to the Director for Social Protection.
  18. Perform any other duties assigned by the project management unit

Minimum Required Qualifications and Experience

  1. At least a Masters Degree in Communication or related field
  2. At least 6 years of proven managerial and/or implementation experience in Social Protection program or related fields
  3. At least 3 years’ experience in public sector management of strong knowledge of Ghana and public institutional processes
  4. Excellent managerial, interpersonal, communication and problem solving skills
  5. Excellent report writing skills
  6. Demonstrated ability to build, manage and work in a team
  7. Demonstrated ability to work independently and informed decision making
  8. Experience in Social Protection is an advantage
  • MONITORING AND EVALUATION OFFICER – GNHR (REF. NO. GH-MOGCSP-80901-CS-INDV

He/she shall have the responsibility of ensuring project objectives and timelines are on schedule. The Monitoring and Evaluation officer will also lead the analysis of data collected under the monitoring framework for assessment of progress and areas for improvement, and also the implementation of summative evaluations. He/she shall work in collaboration with the M&E specialist at SPD and report through him to the National Coordinator.

Key Responsibilities

In the discharge of his/her duties, the Monitoring and Evaluation officer will perform the following duties:

  1. Lead the development of a comprehensive Monitoring and Evaluation Plan and System for the GNHR
  2. Advise and support the GNHR Coordinator and entire GNHR team on Impact Evaluation Strategies and other evaluations/studies. 
  3. Perform major data analysis on Targeting performance: both Intermediate outcomes, and long term impacts of the NTS.
  4. Lead the preparation of Terms of Reference for Surveys and Studies by consultants.
  5. Prepare relevant technical briefing papers, and status updates for GNHR Shareholders.
  6. Prepare Quarterly and Annual M&E reports for submission to the M&E Officer
  7. Contribute to the management of the Unit through timely processing and dissemination of M&E findings and best practices to facilitate evidence-based planning, learning and unit decision-making.
  8. Undertake periodic review of the implementation and operation of the monitoring and reporting mechanism; including the preparation of best practices and lessons learned.
  9. Undertake any other related assignment from the Coordinator of the Unit.

QUALIFICATIONS

  1. At least a Master’s Degree in public policy, social policy, economics or other related fields is required.
  2. A professional certificate in Monitoring and Evaluation
  3. At least five (5) years professional experience in Monitoring and Evaluation in an International, NGO, Public or For-Profit organization.
  4. At least five (5) years of proven managerial and implementation experience in a large Social Protection programme. International experience in Social Protection and Targeting is an advantage.
  5. Excellent writing and communication skills are essential.
  6. A strong background in statistical analysis and use of statistical Software is a major advantage
  7. Proficiency in word processing and spreadsheets computer programmes are necessary
  8. Proficiency in word processing and spreadsheet management (Microsoft office suite) is necessary.
  9. Excellent managerial, interpersonal, communication and problem solving skills.
  10. Demonstrated ability to build, manage and work in a team.
  • COMMUNICATION OFFICER – GNHR (REF. NO. GH-MOGCSP-97073-CS-INDV)

He/she shall have the responsibility of communicating and disseminating GNHR information. The Communication Officer shall also develop and implement strategies to raise awareness of the process of gathering information in the field and invite households to participate in the targeting process. Key task shall include facilitating positive media and publicity. In the discharge of his/her duties, the Communications officer will report to the GNHR Coordinator.

Key Responsibilities

The Communications Officer will perform the following duties:

  1. Oversee/ supervise the design and production of a National Public Information Campaign, and associated materials (advertisement, radio and TV infomercials, etc.).
  2. Lead the preparation of a national communication plan for the GNHR.
  3. Establish the guidelines for the design and oversee/ supervise the production of the printed materials (such as posters and brochures) for the local Public Information Campaign to be used by Partners Organizations in the field.
  4. Facilitate the supply of posters and brochures to the partner organizations for distribution in target districts/ regions. 
  5. Supervise the implementation of the Public Information Campaign at the Regional and District level.
  6. Collaborate with all stakeholders to develop and implement a good internal and external communication strategy.
  7. Compile data from a wide variety of sources for the purpose of monitoring issues related to the GNHR.
  8. Coordinate media relations and public relations for the purpose of assisting as district liaison with various community groups and individuals and advising staff on public relations implications.
  9. Develop and maintain strategic networks of people and institutions to disseminate GNHR-related news and information.
  10. Maintain information updates for the GNHR and MoGCSP website, for the benefit of other Social Protection programmes.
  11. Work closely with the Monitoring and Evaluation Officer, the MIS Specialist, the Operations and Logistics Specialist of the GNHR and the Communications Unit of the MoGCSP in monitoring communication activities.
  12. Undertake any other related assignments by the GNHR Coordinator.

QUALIFICATIONS

  1. At least Master’s degree in public relations, journalism, communication, or marketing or another relevant field
    1. A minimum of five (5) years professional experience, ideally with some experience with social protection programmes
    1. Excellent communication skills, particularly in dealing with multiple Ghanaian languages
    1. Ability to handle multiple projects under time and resource pressure
    1. Detail and results-oriented, and have strong knowledge of budget processes and evaluation of outcomes analysis
    1. Comprehensive knowledge of media operations and expertise in the field of public relations and release of information for publication
    1. Proven ability to develop communication strategies related to organizational policies in collaboration with a diverse team
    1. Extensive knowledge and experience in the application of theories, principles and practices of communication as they relate to public information services
    1. Knowledge of the latest advances in effective use of digital and social media for effective corporate communicating, including (ideally) online communities, search engine optimization and other digital tools    
    1. Excellent interpersonal and problem-solving skills
    1. Demonstrated ability to build, manage and work in a team
    1. National/ international experience in Social Protection is an advantage
  • COMMUNICATIONS OFFICER -LEAP (REF. NO. GH-MOGCSP-80956-CS-INDV)

SCOPE OF THE ASSIGNMENT

The Communication Officer will be responsible for designing effective messages that inform and educate stakeholders on LEAP, prepare information to be presented to media houses, analyze stakeholder information needs, compile best practices and manage media activities for the Programme. He/she will provide expert guidance to the Communication Unit of the LEAP Programme. He/she will work under the guidance of the LEAP Manager.

KEY RESPONSIBILITIES

Specifically, the Communication Officer will be responsible for the following:

 Support the compilation of the lessons and best practices from programme implementation.

  1. Manage media activities as directed by the LEAP Programme Manager.
  2. Draft documents for presentation to the media and other stakeholders as required by the Programme.
  3. Transfer skills and knowledge on communication to the government counterpart assigned to the Communication Unit by the Programme.
  4. Support sensitization of LEAP beneficiaries on bi-monthly basis.
  5. Design messages that effectively inform, educate and communicate to the LEAP stakeholders.
  6. Undertake any other related assignment by LEAP Programme Manager aimed at fulfilling the objectives of the LEAP Programme.

QUALIFICATIONS:

  1. A Master’s degree in communication, journalism or media studies is required.
  2. Candidates should furthermore have proven experience of at least five years in a larger programme/project.
  3. Proven leadership skills are required.
  4. Excellent managerial and strong communication skills as well as problem solving skills are necessary.
  5.  Computer skills in word processing, publisher and spreadsheets are required.
  • ANDROID DEVELOPER – SPD (REF. NO. GH-MOGCSP-97083-CS-INDV)

The Android Developer has the overall responsibility for the design, coding, and deployment of android applications for GNHR, SWCES, and LEAP components. She/he would report to the MIS specialist.

KEY RESPONSIBILITIES

Specifically, the Android Developer is expected to:

  1. Design, build and maintain advanced and high-performance applications for the Android platform using reusable and reliable Java codes.
  2. Collaborate with cross-functional teams to define, design, and ship new features.
  3. Work with outside data sources and APIs.
  4. Unit-test code for robustness, including edge cases, usability, and general reliability
  5. Work on bug fixes and improving application performance.
  6. Continuously discover, evaluate, and implement new technologies to maximize development efficiency
  7. Strong knowledge of Android SDK, different versions of Android, and how to deal with different screen sizes
  8. Document and perform code reviews
  9. Familiarity with RESTful APIs to connect Android applications to back-end services
  10. Strong knowledge of Android UI design principles, patterns, and best practices
  11. Experience with offline storage, threading, and performance tuning
  12. Ability to design applications around natural user interfaces, such as “touch”
  13. Familiarity with the use of additional sensors, such as gyroscopes and accelerometers
  14. Knowledge of the open-source Android ecosystem and the libraries available for common tasks
  15. A knack for benchmarking and optimization
  16. Understanding of Google’s Android design principles and interface guidelines
  17. Proficient understanding of code versioning tools, such as Git

QUALIFICATIONS

The Android Developer should have a first degree in a computer science or closely related field.  Additionally, should have more than five (5) years’ experience as an android software engineer designing, developing, and deploying software systems for the android platform and must have advanced knowledge and use of android development technologies.

  • FINANCE AND PAYMENT SPECIALIST – LEAP (REF. NO. GH-MOGCSP-80950-CS-INDV)

The Finance and Payment Specialist, as technical advisor on the implementation of the Finance and electronic payment system of LEAP, will be responsible for assessing performance, imparting knowledge and skills to staff in the Finance and Payment units and advising the MoGCSP and LMS on appropriate solutions to challenges facing the implementation of the payment delivery system. He/she will also be responsible for continuous improvements of the Finance and Payment manuals of the programme by recommending revisions as appropriate. He/she will work under the guidance of the LEAP Programme Manager.

KEY RESPONSIBILITIES

Specific responsibilities of the consultant are as follows:

  1. Capacity Development – The consultant will transfer skills and knowledge to the LEAP Accountant (and one other specific staff member to be identified by the LEAP manager) on the development and maintenance of an effective payment delivery mechanism for LEAP. As the Operations Manual is developed and as the programme seeks to strengthen its key components, it is expected that the consultant will provide the needed support to update the finance and payment systems as required by the LEAP process—namely those that respond to: 
    1. Payment delivery systems
    1. Payment reconciliation procedures
    1. Financial reporting
    1. Monitoring and evaluation payment delivery
  • Technical Support will include, but not limited to, the following:
    • Provide on-the-job training for departmental staff
    • Provide advice on financial management and contract administration activities of the LEAP Unit, including responsibility for payments
    • Provide advice to MoGCSP, LMS and Development Partners on technical decisions for improved programme implementation and delivery from a finance and payment perspective
    • Provide advice and feedback at key stages of the Electronic payment system’s implementation and its subsequent roll out. 
    • Provide advice and feedback to service providers – Ghana Interbank Payment and Settlements System (GhIPSS) and the Financial Institutions including those to be recruited during the contract period to improve its operational efficiencies in payment delivery
    • Support the development of annual workplans, budgets and cash management plans for LEAP payments
    • Provide advice on maintaining accurate and timely financial records for the LEAP programme, including preparation of consolidated reports incorporating reports prepared by the Payment delivery service providers
    • Support the preparation of accurate and timely financial reports in accordance with Ministry of Finance (MoF) financial management and reporting procedures
    • Provide substantial inputs into the LEAP monitoring and evaluation framework that is currently being developed
    • Support the preparation of the payroll for cash grants payment s to LEAP beneficiaries.
    • Provide technical inputs in the LEAP program meetings and the technical working groups.  When necessary, the consultant will be asked to join and contribute to the technical working groups on MIS, common targeting mechanism, claims and complaints, complementary services, monitoring and evaluation, and graduation and exit
    • Provide inputs to publications/written pieces that emerge from the technical working groups
    • Advise on the continued development of content for the LEAP operations manual
    • Help monitor the implementation of the LEAP annual work plan and budget for compliance with its objectives and achievement of its outputs and activities as it relates to the Payment delivery, and related, outputs
    • Work on special assignments requiring the consultant’s technical expertise that may arise during the consultancy period

QUALIFICATIONS

The consultant should have the following relevant qualifications:

  1. Advanced university degree in Financial Management, Finance and Accounting or other relevant technical field
  2. At least 8 years post qualification experience in financial accounting and payments of which two years are in cash transfer payment.
  3. Track record of developing cash transfer solutions in developing countries combining excellent commercial experience and good technical knowledge of financial accounting and payment solutions
  4. Strong experience on structuring contracts with private sector service providers
  5. Good knowledge of financial sector in Ghana
  6. Demonstrated experience of working in collaboration with government officials
  7. Demonstrated ability to communicate effectively, both written and verbal
  8. Provide at least three reference sites where such work has been successfully completed
  9. Proven skills transfer experience
  10. Experience working with web-based platforms
  11. Strong analytical skills
  • RECONCILIATION SPECIALIST- LEAP (REF. NO. GH-MOGCSP-80952-CS-INDV)

The Reconciliation Specialist is the person responsible for supporting the payment reconciliation process in order to ensure transparency in the management of monetary resources for the payment of LEAP beneficiaries. The Reconciliation Specialist, will be responsible for planning, receiving, processing and reporting on the Payroll data versus the Payment data from the Payment Service Providers. He/she will support building capacity of government counterparts in the LMS in reconciliation of payment data. He/she will work under the guidance of the LEAP Manager.

KEY RESPONSIBILITIES

Specifically, the Reconciliation Specialist will be responsible for:

  1. Prepare payment reconciliations, ensuring timeliness and transparency in the process of paying cash grants to LEAP beneficiaries.
  2. Support the development and approval of budgets obtained for the delivery of cash grants to the LEAP beneficiary families.
  3. Ensure that the payment reconciliation reports are agreed upon with the payment service provider before they can be shared with the MoGCSP and other stakeholders.
  4. Ensure the timely resolution of issues from the reconciliation report to support payroll generation for subsequent payment cycle and claiming of balances from the Payment Service Provider.
  5. Provide support to the entire beneficiary payment reconciliation processes undertaken by the LEAP programme; ensure timeliness in reconciliations and recommend and implement internal controls to minimize fiduciary risks payment process.
  6. Support the process of updating the LEAP Operations Manual especially through update of the guidelines on reconciliation process to ensure that it remains relevant at all times. 
  7. Propose, design and implement improvements to the reconciliations processes, to ensure efficiency and accuracy of this processe and the accompanying documentation.
  8. Undertake any other related assignment by the LEAP Programme Manager aimed at fulfilling the objectives of the LEAP Programme.

QUALIFICATIONS

  1. A Master’s degree in administration or financial management is required.
  2. Knowledge of software application and finance is an advantage.
  3. Candidates should furthermore have proven managerial experience of at least five years in a large project/programme.
  4. Excellent organisational and managerial skills as well as good communication and problem solving skills are necessary.
  5. Experience with various software packages including word processing, spreadsheet, and database management.
  6. Knowledgeable in principles and practices of data base management.

Skills:

  1. Compose correspondence and reports or formulate protocols and procedures
  2. Listening skills
  3. Problem analysis and problem-solving
  4. Attention to detail and accuracy
  5. Data collection and ordering
  6. Adaptability
  7. Initiative
  • NATIONAL LEAP MANAGER (REF. NO. GH-MOGCSP-80937-CS-INDV)

The LEAP Programme Manager, as leader of the LEAP operations, will be responsible for planning, organising, coordinating and controlling the implementation of the Programme in accordance with the requirements of GPSNP as outlined in the approved LEAP Operations Manual. He/she will work under the guidance of the Chief Director at the MoGCSP but report directly to the Director of the Social Protection Directorate (SPD).

Key Responsibilities

Specifically, the LEAP Programme Manager is expected to;

1. Liaise with the MoGCSP on LEAP programme activities

2. Liaise with development partners and external stakeholders on LEAP

3. Lead the development of the LEAP Strategic Plan document and ensure implementation in a manner that effectively and efficiently achieves the set objectives.

4. Lead the development of, review, and approve work plans and reports of LEAP prior to dissemination to the Ministry, development partners and other external stakeholders

5. Lead the development of, and approve LEAP financial statements

6. Lead the development of all LEAP memos agreed by the LMS to be signed by the Chief Director. 7. Hold regular LMS management and staff meetings to review progress of implementation.

8. Lead the planning process for the LEAP cash transfers.

9. Manage staff within the LMS and report to the Chief Director on any positions that fall vacant during the course of programme implementation.

10. Ensure programme has an up-to-date Operations Manual and complies with the approved manual for implementation.

11. Responsible for ensuring adequate funding for the programme to avoid cash flow crises.

12. Provide direction in adhering to programme rules and procedures including security of the beneficiary database.

13. Any other duties assigned from time-to-time by the Chief Director.

Qualifications

The ideal candidate should have the following competencies:

1. At least master’s degree in any Social Science discipline

2. A second degree in Management or Business-related field is an advantage.

3. Have worked in a senior management position for at least 8 years.

4. Past experience managing a social cash transfer program is a plus.

5. Experience with implementation of Social Protection policies in Africa will be an added advantage.

  • NATIONAL COORDINATOR – GNHR (REF. NO. GH-MOGCSP-80554-CS-INDV)

The National coordinator will have the overall responsibility for the administrative and operational management of the GNHR Unit at the MoGCSP; this includes technical issues, management of staff, all human resource issues, stakeholder relationship management, procurement, planning and all logistics related to the Unit. In the discharge of his/her duties, the National coordinator will report to the Chief Director of the MoGCSP.

Key Responsibilities

1. Plan, coordinate and manage GNHR data collection activities for the remaining regions in Ghana 2. Prepare and present quarterly performance reports and statistical analytical reports to the Social Protection Director and Chief Director and ensure all targets are met within the programme objectives and timelines.

3. Develop and implement the regulations and administrative procedures that allow efficient technical and operational execution of the unit

4. Strategically plan and oversee the work of the unit.

5. Prepare and track the annual work plan and operational budget of the unit.

6. Oversee and supervise the development of a capacity building work plan.

7. Ensure the development, management and preservation of the GNHR database.

8. Oversee the process of tendering and evaluation of tenders for data collection.

9. Directly supervise daily operations of all technical and supporting staff.

10. Supervise the work of service providers engaged to assist in the targeting of households.

11. Ensure prudent use of needed logistics.

12.  Facilitate the analysis and reporting of data received through the GNHR.

13.  Facilitate working relationships with other Ministries, Departments and Agencies implementing social protection interventions to facilitate use of GNHR.

14. Organize sensitization and dissemination workshops to ensure that GNHR is known to, and used by key stakeholders.

Qualification

1. At least a Master’s degree in public policy, research, social policy, management or related field.

2. At least 8 years of proven managerial and implementation experience in a large Social Protection programme in an International, NGO, Public or ForProfit organization.

3. At least 3 years’ experience in management of data

4. Excellent managerial, interpersonal, communication and problem-solving skills.

5. Excellent writing and computer skills (Microsoft office suite).

 6. Proven experience analyzing past data sets using known software is a plus.

 7. Demonstrated ability to build, manage and work in a team.

8. International experience in Social Protection and targeting is an advantage

  • PROJECT COORDINATOR – SPD (REF. NO. GH-MOGCSP-80918-CS-INDV)

The Project Coordinator will be required to directly coordinate the implementation of the project under the guidance of the Director of Social Protection of the Ministry of Gender, Children and Social Protection. He/she is expected to ensure effective implementation through coordinating the activities of the Social Protection Directorate (SPD), the Livelihood Empowerment Against Poverty (LEAP), the Ghana National Household Registry (GNHR), and the Single Window Citizen Engagement Service (SWCES) within the GPSNP. The Project Coordinator will be required to maintain a good working relationship with all project units.

Key Responsibilities

  1. Directly coordinate the implementation of MoGCSP components of GPSNP.
  2. Lead the development of annual and quarterly work plans, and financial and technical reports for the GPSNP programs for consideration of Chief Director to be submitted to the applicable Development partners.
  3. Evaluate progress of action plans by reviewing, verifying and analyzing work plans, quarterly reports, financial reports and other data for clarity, consistency and completeness
  4. Manage day-to-day project implementation and overall coordination of project outcomes.
  5. Provide timely information on the progress of the projects to the Director and other partners to take appropriate actions to promote effective implementation of Project
  6. Liaise with the LEAP Manager, GNHR National Coordinator, and SWCES Coordinator to ensure appropriate supervision of the project personnel and ensure effective communication and coordination between the project units.
  7. Provide direction and leadership in advocating project objectives and ensure that all interested parties are well informed about the project activities and goals.
  8. Identify any support and advice required for the management, planning and control of the project.
  9. Work closely with the M&E, Procurement, Financial Management and Communications specialist adequately identify and report on project results and outcomes. Contribute to the development of periodic social protection publications
  10. Support the planning and implementation of Social Protection interministerial technical work group, Social Protection Sector Working Group, among others.
  11. Support the coordination mandate of MoGCSP with other Social Protection projects, by liaising with projects in other Ministries, Departments and Agencies, and reporting on the progress of collaborations.
  12. Train SPD staff on project management and coordination.

Qualifications and Experience

  1. At least a Master’s Degree in public policy, social policy or management, project management
  2. At least 5 years of proven managerial and/or implementation experience in Social Protection program or related fields
  3. At least 3 years’ experience in public sector management within the Government system or through Development Partners
  4. Strong knowledge of Ghana and public institutional processes
  5. Excellent managerial, interpersonal, communication and problem-solving skills
  6. Excellent report writing skills
  7. Demonstrated ability to build, manage and work in a team
  8. Demonstrated ability to work independently and informed decision making
  9. Past experience working with International Multi-Lateral Organizations is a plus
  10. International experience in Social Protection is an advantage
  • SENIOR CASE MANAGEMENT OFFICER – SPD (REF. NO. GH-MOGCSP-80930-CS-INDV)

The person will lead the operations of the Call Center and coordinate with participating agencies to improve grievance redress mechanisms in social protection.  The consultant will lead the operations of the Call Center, organizes and directs the day-to-day activities related to the operation of the Call Center. Responsible for managing, training and guiding case management officers in performing their duties. Provides support, reports and resolves problems and complaints. Monitors case management officers & call center performance and analyzes reports. The Senior Case Management Officer will report to the Director of the Social Protection Directorate.

4. Key responsibilities

  • Lead the implementation of the help-line-of-hope Call Center. Supervises, plans and manages functions related to Call Center work area. Oversees and directs the day-to-day activities of case management officers
  • Coordinate the work of all participating SP Program to ensure complaints received are resolved.
  • Monitors call volumes throughout the day to ensure calls are handled within the appropriate timeframes and makes necessary adjustments to staffing when needs arise.
  • Oversee complaints database and ensure that cases classified appropriately, and forwarded to the relevant units/departments for redress/resolve.
  • Follow up with relevant stakeholders to ensure complaints are resolved and redressed.
  • Draft project implementation reports and status updates for the Call center on a monthly. This should include a summary of corruption and fraud reports and progress toward resolution, and any other relevant issues.
  • Carries out performance monitoring, measurement and evaluation of all case management officers to improve efficiency.
  • Identifies training needs and partners with the Social Programs to proactively outline team and individual requirements based on performance observations and trending.
  • Monitors daily, weekly and monthly performance levels and reports levels to SWCES program Coordinator.
  • Train Case Management officers in managing inbound and outbound calls on behalf of the SP programmes and/or Customer Orientation and Communication Skills
  • Carries out supervision, coaching, call monitoring and training

4. Qualifications and Experience

  1. At least a Bachelor’s Degree in Social Work or related field
  2. At least 2 years of implementation experience in Social Protection program or related fields
  3. At least 1-year experience in public sector management of strong knowledge of Ghana and public institutional processes
  4. Two years’ customer service experience with at least two years in a supervisory experience leading teams (Call Center environment preferred).
  5. Good managerial, interpersonal, communication and problem-solving skills
  6. Good report writing skills
  7. Demonstrated ability to build, manage and work in a team
  8. Good knowledge of commonly used word processing, spreadsheet, and database software packages.


EXPRESSION OF INTEREST

The Ministry of Gender, Children and Social Protection (MoGCSP) now invites eligible Individual Consultants to indicate their interest in providing the Services. Interested Consultants should provide information through their Curriculum Vitae and other means, demonstrating that they have the required qualifications and relevant experience to perform the assignment. The selection will be carried out through open competition among qualified shortlisted individuals and in accordance with Section VII paragraphs 7.36 and 7.37 of the World Bank’s Procurement Regulations dated July 2016, revised in November 2017 and August 2018. The Consultants having the required experiences and competencies relevant to the various positions shall be assessed and compared using weightings.

Further information can be obtained at the address below during office hours (i. e. 8:00am to 5:00pm).

Expression of interest must be delivered in a written form to the address below in person or by mail and clearly marked “Ghana Productive Safety Net Project – (insert name of position applying for) by 4:00pm on Tuesday, 3rd May, 2019.  

The detailed Terms of Reference for the various positions can be obtained at the address given below.

THE CHIEF DIRECTOR

MINISTRY OF GENDER, CHILDREN

AND SOCIAL PROTECTION

P. O. BOX MBO 186

ACCRA, GHANA.

Email: info@mogcsp.gov.gh

Attention: Head, Procurement Unit, Room 13, MoGCSP

Only short-listed individuals will be contacted.

NOTE

MoGCSP reserves the right not to hire for the position(s) if it determines that a candidate suitable for the position(s) was not identified. For such an event the position(s) so affected will be re-advertised.