Provide integrated marketing communication services for the Social Cash Transfer Grievance mechanism in Zambia
UNICEF Zambia is seeking to contract an institution locally based in Zambia to provide integrated marketing communication services
Purpose : Development of a communications campaign for the Social cash Transfer ( SCT) Grievance mechanism
Duration : 6 months
Background summary
The Social Cash Transfer (SCT) programme Zambia’s flagship social protection programme, aiming to reduce extreme poverty and prevent its intergenerational transmission in families and communities. The programme began as a pilot in 2003 in Kalomo District, Southern Province, and has since expanded to all districts in the country. It provides qualifying households with a bi-monthly cash transfer to support their livelihoods, complemented by guidance on how to best make use of the funds received. To qualify for the programme, households must fall into one of five categories and undergo a household visit that will determine whether or not they are “poor”[1]. The programme is implemented by the Government of the Republic of Zambia (GRZ), Ministry of Community Development and Social Services (MCDSS). Key implementers include District Social Welfare Officers (DSWOs) and their assistants, Community Welfare Assistant Committee (CWAC) members, and Pay Point Managers (PPMs). It currently covers 623,000 beneficiary households and entirely Government funded.
So far, individuals wanting to complain about the programme did not have clear entry point through which they could lodge their grievances. A baseline report showed that they would mostly chat with community volunteers who then would take their grievance to the DSWO, whereas others would go as far as travelling to MCDSS headquarters in Lusaka and request to speak to the Director of Social Welfare. While some grievances were resolved, many remained unresponded to. There were no standardized resolution procedures in place for investigation and resolution, nor could anyone be held accountable if there was no feedback to the complainant.
Against this background, MCDSS decided to develop an official grievance mechanism (GM) for the SCT programme. The GM gives beneficiaries and non-beneficiaries an official platform through which they can voice and register their concerns, which are then tracked and resolved following clearly defined rules and timelines
[1] Categories include (1) households headed by a single mother with more than three children; households with an elderly (65+) family member; (3) households with a chronically ill member on palliative care; (4) households headed by children; (5) households with a disabled family member.
Objectives / Target
The objective of this assignment is for an institutional contractor to develop and implement a comprehensive, creative, and integrated communications campaign to raise awareness on the SCT GM.
The institutional contractor is expected to:
· Provide creative direction for the SCT GM communications campaign through both above-the-line (ATL) and below-the-line (BTL) activities.
· Provide training to Ministry of Community Development and Social Services provincial and district staff.
· Implement the campaign.
· Provide media planning, buying and monitoring services.
· Provide an evaluation report at the close of the campaign.
In delivering the above, the contractor is expected ensure alignment with the SCT GM communications strategy as well as the broader SCT communications strategy. The contractor is therefore expected to ensure familiarity with both strategies at the beginning of the contract.
( Please refer to the detailed TORs and instructions in the attached RFP document, click on the documents tab )