Consultancy service -Assessment of Barriers and facilitators for non-discriminatory access Complaint and Response Mechanisms (CRM)

Closing date


Humanity & Inclusion (HI) is an independent and impartial aid organization working in situations of poverty and exclusion, conflict and disaster. HI works alongside people with disabilities and vulnerable populations, taking action and bearing witness in order to respond to their essential needs, improve their living conditions and promote respect for their dignity and fundamental rights. HI works to meet the needs and defend the rights of children, women and men with disabilities. In emergency, Hl's mandate widens to target the most vulnerable groups within any population taking gender inequities into account - from isolated rural communities, to people with disabilities, to excluded minority groups - to ensure their equal access to appropriate relief aid.

HI opened its mission in Myanmar in 2013 after a short-term intervention during Nargis Cyclone in 2008. Since then, HI has expanded its activities promoting inclusion and responding to the needs of persons with disabilities, including landmines victims, in Ayeyarwady, Mandalay, Yangon, East Bago Regions as well as in Kayin and Kachin States. HI has signed a MoU with both the Ministry of Social Welfare and the Ministry of Health and Sport. HI’s main office is in Yangon with bases in Hpa-an, Myitkyina, Sittwe and Mae Sot (Thailand). HI’s programme strategy is built around 3 pillars

1/ Armed Violence Reduction (AVR) including Victim Assistance and community-based Risk Education;

2/ Inclusion with projects covering: support to Disabled People Organisations and promotion of Rights; inclusive Disaster Risk Reduction, Growing Together; Disaster Safe Hospital Initiative; inclusive livelihood;

3/ Health and Rehabilitation with project covering psychosocial and physical rehabilitation.

Over 2018, HI has developed its accountability framework and implements its actions plan. The framework is based on 3 principles: non-discrimination/inclusion; Safeguarding and social accountability. Regarding the social accountability to beneficiaries 3 main actions are defined to be implemented for each project to ensure participation: Provision of information, Involvement in decision making from consultation and expression of their opinions/complaints (through satisfaction surveys and complaint mechanism). 6 focal points have been identified inside the mission to receive and dispatch the feedback and complaints.

Defining concept:

Accountability: Create appropriate mechanisms through which affected populations can measure the adequacy of interventions and address concerns and complaints.

Inclusion: process of systematically ensuring all individuals can meaningfully participate in all aspects of life, without any form of discrimination.

Inclusive humanitarian action: respecting and promoting rights of individuals and groups affected by humanitarian crisis and situations of risks, without any form of discrimination on the basis of age, gender, disability, religious background (etc.) and their respective intersection

Disability inclusion in humanitarian action: respecting and promoting rights of persons with disabilities in humanitarian crisis and situations of risks. This to ensure their safety, meaningful participation and access to protection and assistance

Feedback: expression of an opinion, positive or negative, on the activity/intervention. It allows the organization identifying axis of improvement of implemented activities.

Complaint: expression of something that is unsatisfactory or unacceptable. It is a negative statement of criticism and requires a corrective action.


The broad objective of the assessment is to provide relevant information to HI for making its “Feedback and Complaint Mechanism” inclusive of men and women with different persons with disabilities and other groups at risks of discrimination. The assessment aims to identify specific gaps, risk or challenges considering safe access of persons with disabilities to FCM mechanism and recommendations to promote inclusive FCM in different settings i.e. in IDP camps, host communities, villages and other working areas. This is by looking at the principles of meaningful access, participation, reasonable accommodation, safety among other. The assessment aims to identify gaps at various level and stages of implementation of the FCM, including how disability inclusion is considered in the standards, operational procedures, design, implementation, monitoring and evaluation of those mechanisms.

The objective of the assessment could be met through consultations with the communities in the camps, host communities, villages, Camp Management Committee, volunteers, protection focal persons, key officials of HI. HI MEAL Manager will supervise the overall process of the assessment with close support and coordination with Inclusion Technical Coordinator including arranging field work.


The assessment will allow in depth analysis of:

  1. On Feed-back and complaint Mechanisms: Ensuring analysis and understanding of level of access, and quality of access of men, women, boys and girls with different types of impairments to different mechanisms (potential mechanisms or actually implemented ones) and their level of inclusiveness (access to information, complaint and feedback mechanisms). Verify alignment with technical standards on disability inclusion, and quality standards on accountability (such as CHS). Propose concrete recommendations for improvement accordingly.

  2. On Participation: Ensure in-depth analysis of gaps and areas of improvement for meaningful participation of persons with disabilities and other groups at risk of discrimination in FCM through proposing a method and tool to analyse / monitor the level of participation, access and safe use of groups at risk of discrimination including of persons with disabilities throughout all project cycle’s phases at different level.

  3. On tools used within the FCM (with a particular focus on information): Methods for easy to access and safe information channels and means. Identify preferred information means already being used and their level of inclusiveness and propose practical recommendations on approaches and tools for making FCM inclusive and accessible to persons with disabilities and other vulnerable groups

This work shall be implemented through a great variety of modalities focusing on having information from persons with disabilities (of different backgrounds) and other groups at risk of discrimination (with a variety of factors of inequality/risk and a specific attention to men and women, with all types of disabilities) and shall be enriched by Case studies and learnings on inclusive complaint/feedback and response mechanism to examine how inclusive FCM could be implemented


  1. Inception report with detailed methodology, data collection and analysis plan and work plan which will be validated by the steering committee prior to launch of the actual assessment
  2. Draft study version to allow feed-backs questions, comments from both persons of concern (vulnerable persons including persons with disabilities in the areas of work) and Steering committee prior to finalization of report
  3. Final, print-ready study report, no more than 20 pages. The report should be limited to 20 pages written in simple English language and must be comprehensive: detail information could be kept in appendices. The final report should be edited professionally incorporating all comments and corrections if any. Completed checklists, questionnaires, case stories, photos. The report should be structured as below.

  4. Executive summary

  5. Context

  6. Description of the program

  7. Objectives of the assessment

  8. Methods and limitations
  9. Detailed findings and analysis in response to the assessment
  10. Conclusions and recommendations;
  11. Appendices

  12. Presentation of key results to HI team and to the communities


The entire assessment is expected to take in 25 days and be completed by the 5 May 2020.


The applicant shall provide a detailed financial offer including all costs related to this consultancy with detail breakdown including applicable taxes. The consultant must include in its proposal flight ticket from home country to Myanmar as well as visa costs, accommodation in Yangon and daily allowances. HI will cover the costs of domestic flights and accommodation outside of Yangon.



  • Master degree in Social Science (Sociology, Development Studies, Disability Inclusion) or related fields relevant to assignment or Bachelor’s degree with relevant experience

  • At least 3-5 years of relevant professional experience in assessment/studies

  • Demonstrate experience and strong knowledge with the application of rights-based approach, an understanding of inclusion of vulnerable population including persons with disabilities, relevant national and international frameworks

  • Demonstrate experience in conducting qualitative and quantitative data collection and analysis

  • Advanced computer skills (MS word, excel, power point, outlook, etc.)

  • Flexible and have good time management

How to apply

Interested candidates are required to apply before the 10 Juy 2020 at the following email address: indicating in the object ‘Consultancy Assessment of FCM + [NAME OF APPLICANT]. The start of the consultancy services is subjected to evolving situation of COVID-19.

The application shall include:

  1. A brief cover letter

  2. A Narrative proposal including assessment content, methodology and time schedule

  3. A financial proposal

  4. Company registration certificate

  5. ID of the people who will perform the consultancy

Humanity & Inclusion encourages qualified people with disabilities or chronic illness and women to apply.

As part of our commitment to keep our beneficiaries safe, our selection processes reflect our commitment to the protection of our beneficiaries from abuse. Employment is subject to our protection standards including background checks and adherence to our protection policies and Code of Conduct”.

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.

All information shared by the applicants remain confidential.