TERMS OF REFERENCE (To be used advertising consultancy in cyber and externally)
HR Form 302.1.2 - 2018

Title of Project
MoPH PHC Department – Communication and Grievance Consultant
Department
Accountability & Effectiveness Programming
Reports to
Title+ name
Miriam Assaad
Accountability & Effectiveness, Manager
Duration
From (dd/mm/yy): 01/12/2025
To(dd/mm/yy):
01/12/2026
Number of days or hours:
Nb of days = 220 days

In office: Ministry of Public Health Lebanon – PHC Department
Field visits in country - Once per week

Services required from International Medical Corps to support assignment
International Medical Corps to provide: laptop, and email address

1. BACKGROUND TO THE ASSIGNMENT:
Provide brief background to project and how it aligns to International Medical Corps objectives and priorities.
As part of the European Union (EU) support to accessing essential primary health care services for vulnerable populations in Lebanon, this project is implemented in collaboration with the Ministry of Public Health (MoPH). It aims to enhance equitable access to quality primary healthcare for vulnerable populations in Lebanon. As part of this effort, the project focuses on strengthening the MoPH-Primary Healthcare Department (PHC) grievance system to improve accountability, transparency, and responsiveness in service delivery. This aligns with International Medical Corps’ objectives to strengthen health systems, promote accountability to affected populations, and ensure inclusive, people-centred healthcare that supports the resilience of national systems.

2. PURPOSE OF THE ASSIGNMENT:
Detail the purpose of the project
The Communication and Grievance consultant is responsible for developing and implementing communication strategies, in addition to managing and resolving grievances and complaints related to the services provided, to enhance the accountability and transparency of the PHC Department within MoPH.
The consultancy involves crafting clear and effective communication materials, managing media relations, ensuring the fair and timely resolution of complaints, and supporting the development of policies and systems that promote accountability, transparency, and safeguarding within the PHC Department at MoPH.

3. SCOPE OF THE ASSIGNMENT:
Specify the tasks related to the assignment in SMART bullet format. Detail issues such as documentation required and how provided, communication processes, reporting requirements.
Communication and Information Sharing
• Prepare, coordinate, and disseminate internal and external communication materials (press releases, newsletters, social media posts, etc.).
• Coordinate with other MoPH departments and partners on joint initiatives and communication campaigns.
• Monitor and analyse media coverage, social media engagement, and public sentiment related to PHC services, producing a summary report each quarter.
• Contribute to the preparation and publication of the quarterly PHC Newsletter, ensuring relevant and timely content.
Strengthening the MoPH Grievance Policy and System
• Train PHC coordinators and PHCC staff on the Grievance Handling and Documentation SOPs within six months of the consultancy start.
• Support the implementation of grievance procedures across PHCCs, ensuring adherence to SOPs and MoPH standards.
• Review, classify, and refer feedback and complaints received through MoPH grievance channels (hotline, phone calls, website, mobile app, PHENICs) on an ongoing basis.
• Track and ensure timely follow-up of all complaints, maintaining regular communication with complainants and PHCCs until closure.
• Conduct monthly site visits to selected PHCCs to assess the implementation of grievance workflows and provide on-site technical support.
• Develop and distribute communication materials (e.g., posters, brochures, complaint forms) to promote grievance uptake channels at PHCCs.
• Analyse complaint trends and patterns quarterly to identify systemic or design-level issues and provide recommendations for corrective actions.
• Prepare monthly and quarterly grievance progress reports, highlighting key performance indicators (KPIs) and areas for improvement.
• Support the enhancement and digitalization of the online grievance redress system for MoPH.
Safeguarding and Interagency Coordination
• Support the development and dissemination of a MoPH Safeguarding Policy, ensuring compliance with national and international standards.
• Participate in coordination and interagency meetings to share information, strengthen collaboration, and promote alignment with accountability frameworks.

4. DELIVERABLES DESCRIPTION: 

Deliverables Description
Due Date(S)
• Monthly Communication Outputs: Preparation, coordination, and dissemination of communication materials (press releases, newsletters, social media posts, etc.) to promote PHC services and initiatives monthly.
• Development and dissemination of visual and print materials:(e.g., posters, brochures, complaint forms) promoting grievance uptake channels monthly. Design and publication of the PHC Department newsletter on a quarterly basis, featuring updates, achievements, and community stories.
• Training Report on Grievance SOPs: Delivery of training sessions for PHC coordinators and PHCC staff on Grievance Handling and Documentation SOPs, with participant lists and evaluation summaries.

Consultant Specifications
To perform this consultancy successfully, an individual must be able to perform each task with or without reasonable accommodation.
• Bachelor’s degree in communications, Social Work, Public Administration, Public Relations, or a related discipline.
• Minimum of 3 years of experience in a similar role, preferably in healthcare or the public sector.
• Experience or background in Monitoring, Evaluation, Accountability, or Learning (MEAL) and Accountability to Affected Populations (AAP) is preferred.
• Strong understanding of accountability and grievance mechanisms.
• Strong written and verbal communication skills in Arabic and English are required.
• Knowledge of communication tools, digital platforms and content creation.
• Strong interpersonal and communication skills.
• Ability to work independently and as a team member, take initiative, meet deadlines, and maintain flexibility.
• Grievance Tracking and Analysis Reports: Compilation and analysis of grievances received through MoPH channels, including trend analysis, systemic issue identification, and recommendations.
• Field Visit Reports: Reports documenting site visits to PHCCs, including observations on grievance workflow implementation and technical support provided minimum once a month.
• Coordination and Meeting Reports: Summaries of participation in coordination meetings, highlighting key outcomes, and follow-up actions minimum once a month.

4.1. IMPLEMENTATION OF THE ASSIGNMENT DELIVERABLES
Detail how, when and by whom the deliverables will be implemented
The Consultant will be based within the PHC Department at the MoPH and will work under the direct supervision and guidance of the Director of the PHC Department. The Consultant will maintain close coordination with relevant MoPH staff, partners, and stakeholders to ensure effective implementation of activities and alignment with departmental priorities.

5. FUTURE PHASES (IF ANY)
Is this a stand-alone assignment or will its implementation commit International Medical Corps to further expenditure of goods or services in the future? Provide details of these future phases.
N/A

6. TRANSFER OF SKILLS (IF ANY)
Detail how any transfer of skills will be completed following the assignment
Throughout the consultancy, the Consultant will actively transfer knowledge, tools, and best practices to designated MoPH civil servants within the PHC Department and to MoPH PHCC Coordinators to ensure institutional sustainability. This will include mentoring and on-the-job coaching on communication planning, grievance management, data tracking, and safeguarding processes, enabling staff to independently maintain and further develop these functions beyond the project’s duration.
•Knowledge of primary healthcare service delivery processes.

PLEASE NOTE THE FOLLOWING:
1. Code of Conduct All Consultants are required to adhered to and promote International Medical Corps shared responsibility and obligation to report matters involving Sexual Exploitation & Abuse, Trafficking in Persons, Child Safeguarding and any suggested violation to our Code of Conduct which may involve Conflicts of Interest, Fraud, Corruption or Harassment. If you see, hear or are aware of any suggested activities, then you have an obligation to report to International Medical Corps.

2. Equal Opportunity International Medical Corps is proud to provide equal consultancy opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, national or ethnic origin, age, disability or status as a veteran.

3.Payment
Payments are delivery-based. Any deliverable not meeting the required specifications will have to be reworked and resubmitted at no additional cost.
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To be paid: 1843 USD to be paid Monthly
Payments are made upon submission of progress reports on completed tasks, outlined against planned outputs. Based on the report and satisfactory performance, payments will be certified by the supervisor.
4. TITLE RIGHTS
International Medical Corps shall be entitled to all property rights including but not limited to patents, copyrights and trademarks with regard to material, which bears a direct relation to, or is made in consequence of, the services provided to the organization by the consultant.

5. INSURANCE
Consultants are fully responsible for arranging, at their own expense, such life, health and other forms of insurance covering their period of service on behalf of International Medical Corps as they consider appropriate. Consultants are not eligible to participate in life or health insurance schemes available to International Medical Corps employees.

6. TAXATION
International Medical Corps undertake no liability for taxes, duty or other contributions payable by the consultant on payments under this contract.

7. TERMINATION OF CONTRACT
Either party may terminate this contract before the expiry date of the contract by giving notice in writing to the other party. The period of notice shall be 5 days in case of contract less than 2 months duration and 30 days in the case of contracts for longer periods; provided however that the in the event of termination on the grounds of misconduct or the in the event of termination on the grounds of misconduct or poor performance by the consultant, International Medical Corps shall be entitled to terminate the contract without notice.
In the event of the contract being terminated prior to its due expiry date, the consultant shall be compensated pro rata for no more than the actual amount of work performed to the satisfaction of International Medical Corps.