IRCT is calling for expression of interest for the design and the evaluation
of client satisfaction to be conducted as part of the
activities of its project “Developing
the capacity of Non State torture rehabilitation and prevention services in
Burundi, the Democratic Republic of Congo and Rwanda, through regional peer
supervision and constructive Non-State – State eng
agement on the subject of
torture”(called
“the project”)
commenced in May 2011 and is due to end in March 2015.
The Client
satisfaction Survey is
to assess the quality and diversification of an array of holistic
rehabilitation services provided by all six partner and associate organisations
as well as referral institutions in Burundi, the DRC and Rwanda.
This client satisfaction
survey wil ltake place in the month of July 2015 andwill mainly focus on how
the project facilitated partners and associates to provide appropriate quality
and diversified holistic rehabilitation services to final beneficiaries..
The IRCT Secretariat
leads the project implementation in partnership with 6 torture rehabilitation
centres, 2 of which are members of the IRCT. There are 2 partners and 4
associate partners. The partners and associate partners operate in three
countries: Burundi, the DRC and Rwanda.
1.Context and description of
the Interventions
Torture
rehabilitation services are directly provided to clients within the partner and
associate organisations’ centres and in the communities including
community-based sociotherapy and income generating activities,. There are also
services provided indirectly to clients through medical referral institutions
and legal firms
Project partners
have been supported to provide community-based rehabilitation services that
include psychosocial rehabilitation, medical treatment, patient information
security, and community outreach and income generation. To date approximately
6500 women, men and children have benefited from these services.
The overall aim of
the client satisfaction survey is to identify whether torture rehabilitation
services provided under this project have met the needs of survivors. The
consultant will be tasked to identify areas to improvement of the services
offered by partner and associate organisations based on the clients’
satisfaction during the project experience. Furthermore, this information is
required for monitoring of SCALE and other large donor funded programmes. The
objectives of the client satisfaction exit interview are:
- to
assess clients’ satisfaction of their experiences at the centres,
including their perception of quality of services provided; and - To
assess the client profile by collecting more socio-demographic information
about the clients, the IRCT can understand better the type of client who
has sought different services and who accessed the services to be able to
see if there are client types that have been targeted as assessing the
extent the project services have reached underserved populations.
1.1Content
The consultant will
evaluate all aspects of the project service delivery, which includes
- Care
- Access
- Treatment
procedure - Safety
- Preventive
actions
The survey will take
place in Rwanda, Burundi and the Democratic Republic of Congo. In Rwanda, the
survey will cover Kigali, Ngoma District and Rwamagana district. In Burundi,
the survey will cover activities in Bujumbura-ville, and the provinces of
Bujumbura-rural, Kayanza, Bubanza, Gitega and In the DRC, activities will be
assessed in Uvira and its surroundings, as well as Bukavu, Mwenga, Kamituga and
Kitutu.
The detailed time
frame will be agreed, however it is expected that the activities will take
place during July 2015 over a period of 15 days. This will include, inter alia,
a field visit to the Great Lakes Region including Rwanda, Burundi and the DRC
(9 days) and a desktop study that will include report and mission preparation
(6 days). The final report should be with IRCT Secretariat by the 17th
of July 2015
1.Interested consultants/firms
may request for details and submit their technical and financial proposals with
a detailed CV to the Regional Coordinator IRCT – Sub Saharan Africa Email: FB@irct.org please copy PJH@irct.org Expressions
of interest must be e-mailed to the same by 17 hrs. GMT+3 by Thursday
18/06/2014