Develop Standard Grievance Mechanism tools

Deadline

September 2, 2026

Closed

Published on August 18, 2026 at 12:00 AMModified on August 20, 2026 at 01:01 AM

Key information

Type: Consulting & Studies
Location: Zambia
Deadline: September 2, 2026 at 12:00 AMClosed
Estimated Value: Not disclosed
Language of Notice: English

What is this tender about?

Develop Standard Grievance Mechanism tools is a consulting & studies procurement opportunity published by Ministry of Local Government and Rural Development in Zambia on August 18, 2026. Submissions closed on September 2, 2026. 1 official document is attached below.

Develop GRM Standard Operating Procedures applicable across Local Authorities;
Establish clear grievance handling workflows, roles, responsibilities and escalation pathways;
Develop standardized GRM templates, forms, registers and reporting tools;
Ensure integration of relevant Environmental and Social requirements, including appropriate referral protocols for Sexual Exploitation and Abuse/Sexual Harassment (SEA/SH);
Strengthen accountability, transparency, inclusiveness and citizen participation; and
Provide practical guidance for monitoring, reporting and continuous improvement of grievance management systems. 3. Scope of Services The selected Individual Consultant will be required to undertake, among others, the following tasks: A. Review and Assessment The Consultant will: • Review relevant national legislation, policies, regulations and guidelines relating to grievance management, public participation, local governance and related matters;
Review relevant ZDSP implementation frameworks and applicable World Bank Environmental and Social Framework requirements;
Assess existing grievance handling systems and practices within selected Local Authorities;
Identify strengths, gaps, challenges and opportunities for improving existing grievance management systems; and
Prepare an assessment report presenting the findings and recommendations. B. Development of GRM Standard Operating Procedures The Consultant will develop comprehensive GRM SOPs covering, among other areas: • Purpose, scope and guiding principles of the GRM;
Institutional arrangements and governance structures;
Roles and responsibilities of relevant actors at different levels;
Grievance intake and registration;
Classification and screening of grievances;
Investigation and assessment;
Resolution and response mechanisms;
Communication and feedback to complainants;
Case closure;
Appeals and escalation procedures;
Referral pathways for specialized and sensitive cases;
Confidentiality and appropriate data protection measures;
Accessibility for vulnerable groups and persons with disabilities;
Survivor-centred referral arrangements for SEA/SH-related cases;
Documentation and record management;
Monitoring, evaluation and reporting; and
Continuous improvement of GRM performance. C. Development of Standardized GRM Tools The Consultant shall develop practical, user-friendly and standardized GRM tools, including but not limited to: • Grievance Submission Form;
Complaint Intake Form;
Grievance Register;
Case Investigation Form;
Referral Form;
Grievance Resolution Form;
Appeal Form;
Case Closure Form;
Monthly GRM Reporting Template;
Quarterly GRM Reporting Template;
Grievance Tracking Dashboard Template;
Standard GRM Process Flow Charts;
Grievance Logbooks; and
Appropriate electronic/database templates for grievance tracking and reporting. D. Stakeholder Consultations and Validation The Consultant will undertake consultations with relevant stakeholders, including representatives of the Ministry, ZDSP Programme Management Unit, Local Authorities and other relevant stakeholders, as appropriate. The Consultant will facilitate a validation process/workshop to present the draft GRM SOPs and tools, obtain stakeholder feedback and incorporate agreed comments and recommendations into the final deliverables. 4. Expected Deliverables The Consultant will be expected to produce the following deliverables: | No. | Deliverable | Indicative Timeline | 1 | Inception Report, including methodology, work plan and assignment schedule | Week 1 | 2 | Assessment Report, including findings from the review of existing GRM systems and stakeholder consultations | Weeks 2–3 | 3 | Draft GRM SOPs and Standardized GRM Tools | Weeks 4–5 | 4 | Validation Workshop/Consultation Report | Week 6 | | | | 5 | Final GRM SOPs and Standardized GRM Tools incorporating agreed comments | Week 7 | 6 | Assignment Completion Report, including activities undertaken, outputs, lessons learned and recommendations | Week 8 All deliverables shall be submitted in editable electronic formats, as appropriate, and shall be of a standard suitable for adoption and implementation by Local Authorities. 5. Duration of the Assignment The assignment is expected to be completed within eight (8) weeks from the date of contract signing. 6. Reporting and Supervision The Individual Consultant will report to the Director – Physical Planning, Ministry of Local Government and Rural Development, with technical support from the ZDSP Programme Management Unit, including the Programme Coordinator and Environmental and Social Safeguards Specialists. 7. Required Qualifications and Experience The Individual Consultant should possess the following minimum qualifications and experience: • An advanced university degree (Master's degree or equivalent) in Social Sciences, Public Administration, Law, Governance, Development Studies or another relevant discipline;
At least seven (7) years of relevant professional experience in grievance management, social safeguards, governance, accountability systems, stakeholder engagement or related fields;
Demonstrated experience in developing and/or operationalizing Grievance Redress Mechanisms and Standard Operating Procedures;
Demonstrated experience in developing practical institutional procedures, forms, registers, reporting templates and related operational tools;
Good knowledge and understanding of decentralisation and local government systems in Zambia;
Demonstrated experience in stakeholder consultation and facilitation;
Strong analytical, report-writing and communication skills;
Knowledge and experience in applying the World Bank Environmental and Social Framework (ESF) and relevant Environmental and Social Standards will be an advantage; and
Experience in developing GRM systems incorporating provisions for vulnerable groups, confidentiality and sensitive grievances, including SEA/SH referral pathways, will be an advantage. 8. Expression of Interest The Ministry of Local Government and Rural Development now invites eligible individual consultants to indicate their interest in undertaking the assignment. Interested Consultants should provide information demonstrating that they have the required qualifications and relevant experience to perform the services. The Expression of Interest should include: • A brief Expression of Interest/cover letter indicating the Consultant's interest in undertaking the assignment;
An updated Curriculum Vitae (CV), including relevant qualifications, professional experience and contact details of referees;
Evidence of relevant previous assignments demonstrating experience in GRM development, SOP development, governance, social safeguards or related areas; and
Any other information considered relevant to demonstrating the Consultant's suitability for the assignment. • The Individual Consultant may associate with other suitably qualified experts, as necessary, to provide complementary technical expertise required for the assignment. The proposed experts shall have relevant qualifications and experience appropriate to their respective areas of responsibility. The Individual Consultant shall remain the lead consultant and shall be fully responsible and accountable for the overall coordination, quality and timely delivery of all assignment outputs. Consultants are encouraged to provide sufficient information in their CVs and supporting documentation to demonstrate their specific experience relevant to this assignment. 9. Selection Method

What are the key dates?

Publication
August 18, 2026
Bid Submission Deadline
September 2, 2026
Evaluation & Award
Pending
Contract Signature
Pending

Procuring Entity

Name: Ministry of Local Government and Rural Development
Country: Zambia
Contact person: Elizabeth Choseni
Phone: Create a free account to view

Which documents are available?

Tender Details
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