Provision of Remote Call monitoring Services for the Somalia Humanitarian Fund (SHF) for Somalia

The Somalia Humanitarian Fund (SHF) is a multi-donor country-based pooled fund established in 2010 to support the timely allocation and disbursement of donor resources to the address the most urgent humanitarian needs in Somalia. Monitoring is one of the major components of the Accountability Framework, next to reporting, financial spot checks, audit and capacity assessment, which, jointly assure that the prioritisation for oversight and verification of the activities and outputs is based on a systematised risk analysis of partners, locations and activities. The primary purpose of monitoring in the SHF is to verify and ensure that the funded projects are implemented as set out in project proposals and, through this, provide the required level of assurance to stakeholders that the Fund is operating effectively and efficiently. Within the SHF context, remote call centre monitoring is understood as a program monitoring approach, which enables the SHF to obtain independently verified information about the status of implementation of the SHF projects in inaccessible areas. Particular emphasis is placed on achievement of pre-defined outputs and combining the method of desk review of the available SHF project documentation (project proposals or any other relevant information/documentation). UNOCHA will recruit a well-qualified consultant firm/provider (sub-contracting will not be accepted) with experience in delivering Call Centre Services in a humanitarian context. The consultant firm will need to establish the following: • Provide CVs for qualified and available staff for the task (staff with strong relevant background are required). • Valid documentation on the organisation’s capacity including basic information about the organisation, management structures, project support and specialized knowledge within the task area. • Demonstrated experience in delivering remote call centre monitoring services of humanitarian and/or development projects in Somalia or similar environments. The duration of the contract is envisaged to be one (1) year, with optional two (2) one-year extensions (1+1+1 year). Estimated contract start date is November 2022.