Background

World Vision is an international Christian relief, development and advocacy organisation working in almost 100 countries world-wide to create lasting change in the lives of children, families and communities to overcome poverty and injustice.

Scope

The consultant will work closely with the ICT & Digital team, Program Effectiveness & Impact (PEI), safeguarding, and operations teams. The scope of work will include, but not be limited to, the following areas:

Community Feedback Mechanism Design

Design an end‑to‑end feedback and case management cycle that intelligently differentiates between:

• General feedback and complaints
• Sensitive data protection issues
• Disaster and emergency‑related alerts
• Child protection concerns, including safeguarding incidents

Define user roles and responsibilities, including Controllers (first‑line responders) and Issue Handlers, with special escalation rules for sensitive cases.

Ensure the system embeds privacy‑by‑design and security‑by‑design principles, including data masking, role‑based access, controlled visibility, audit trails, and secure data storage.

Ensure full alignment with WVK data protection policies, safeguarding frameworks, and non‑retaliation requirements.

Intelligent Case Categorization and Routing

Configure intelligent rules to classify feedback based on risk and sensitivity, including:

• Data protection and privacy breaches
• Disaster management and early‑warning related inputs
• Child protection and safeguarding issues

Define a rules engine that enables automated prioritization, restricted access, and accelerated escalation workflows for high‑risk cases.

Ensure child protection and safeguarding cases are:

• Automatically flagged as sensitive
• Restricted to authorized safeguarding focal persons
• Routed according to WVK child safeguarding SOPs without exposing data to unauthorized users.

System Configuration and Deployment

Configure a digital Beneficiary Feedback System (BFS) aligned to the approved system design.

Enable two‑way communication where feedback can be initiated by beneficiaries or WVK.

Configure feedback classification (e.g. complaint, compliment, suggestion) and prioritization (serious vs non‑serious).

Implement workflow logic to:

• Assign and lock issues to specific handlers
• Escalate unresolved, disaster‑related, child protection, or data protection cases automatically
• Send acknowledgements, reminders, and closure notifications to beneficiaries in an appropriate and safe manner.

Incorporate an Early Feedback Mechanism (EFM) to capture low-risk or emerging concerns for rapid response and trend analysis before escalation into formal cases.

Functional Requirements Implementation

The system should operationalize the following functional capabilities:

Beneficiary Interface

• Open feedback sessions via SMS/USSD by responding to a dedicated number.
• Submit complaints or feedback using guided menu or free‑text options.

Controller Function

• Serve as the first line of response.
• Review, categorize, and prioritize incoming feedback.
• Forward feedback to the relevant Area Program, department, or directorate.
• Share approved responses back to beneficiaries.
• Ensure responses adhere to approved messaging, safeguarding, and non-retaliation standards prior to submission to beneficiaries.

Issue Handling Function

• Take ownership of assigned issues and lead investigation to completion.
• Reassign issues where necessary through system workflows.
• Draft resolution responses for submission back to the Controller.
• Ensure documented resolution actions and evidence are captured in the system prior to case closure.

System‑Level Functions

• Automated acknowledgements upon receipt of feedback.
• Reminder alerts where actions are pending.
• Ordering and tracking of unresolved and aging issues.
• Issue locking to prevent duplication of handling.

Communication Channels

The consultant will ensure the system supports or pilots appropriate communication channels, including:

• Two‑way SMS (primary and preferred channel)
• WhatsApp chatbot (where feasible)
• USSD (where feasible)
• IVR or toll‑free options (future‑ready design)

Integration, Reporting, and Analytics

Configure dashboards for Controllers and management showing:

• Volume and types of feedback
• Status of cases (open, in progress, closed)
• Response and resolution timelines

Enable periodic and ad‑hoc reporting.

Support integration or periodic push of closed cases data to SMAP or other designated WVK systems.

Enable post‑closure beneficiary satisfaction surveys.

Piloting, Refinement, and Handover

Support piloting of the BFS in selected programs or locations.

Gather feedback from users and communities and refine the system accordingly.

Develop SOPs, user manuals, and technical documentation.

Provide structured handover of the system and all its documentation.

Deliverables

The consultant will be expected to deliver:

• CFM/BFS System Design Document (architecture, workflows, roles, safeguards).
• Fully Configured and Operational BFS Pilot System.
• End‑to‑End Feedback and Complaints Workflow Documentation.
• Controller and Management Dashboards.
• Standard Operating Procedures (SOPs) and User Guides.
• System Handover and Sustainability Note for the incoming ICT4D role.
• Final Consultancy Report summarizing activities, outcomes, lessons learned, and recommendations.

Expected level of Engagement and output

The consultancy will be managed by the ICT & Digital Function.

The consultant will work closely with Program Effectiveness & Impact (PEI), safeguarding, and operations teams.

Regular progress reviews will be conducted to monitor milestones, risks, and quality.

By the end of March 2026, WVK will have:

• An operational, end‑to‑end digital Community Feedback Mechanism.
• Functional two‑way communication with beneficiaries.
• Clear, auditable workflows and accountability roles.
• Dashboards and reports supporting management oversight.
• Internal capacity and documentation to sustain and scale the system under the Digital Transformation Strategy FY 2026–2030.

WVK Facilitation and Support to the Consultant

World Vision Kenya (WVK) will provide the following facilitation and institutional support to enable effective delivery of the consultancy:

Technical and Operational Support: Access to relevant WVK digital platforms, documentation, policies, SOPs, and system architecture required for the design and configuration of the Community Feedback Mechanism.

Stakeholder Access: Facilitation of meetings and workshops with key internal stakeholders, including ICT & Digital, Program Effectiveness & Impact (PEI), Safeguarding, Operations, Disaster Management, and Area Program teams.

Focal Point Coordination: Assignment of an

• Design an end‑to‑end feedback and case management cycle that intelligently differentiates between general feedback, sensitive data protection issues, disaster and emergency‑related alerts, and child protection concerns.
• Define user roles and responsibilities, including Controllers and Issue Handlers, with special escalation rules for sensitive cases.
• Ensure the system embeds privacy‑by‑design and security‑by‑design principles.
• Configure intelligent rules to classify feedback based on risk and sensitivity.
• Define a rules engine for automated prioritization, restricted access, and accelerated escalation workflows.
• Configure a digital Beneficiary Feedback System (BFS) aligned to the approved system design.
• Enable two‑way communication where feedback can be initiated by beneficiaries or WVK.
• Configure feedback classification and prioritization.
• Implement workflow logic to assign, lock, and escalate issues.
• Send acknowledgements, reminders, and closure notifications to beneficiaries.
• Incorporate an Early Feedback Mechanism (EFM).
• Ensure the system supports or pilots appropriate communication channels (SMS, WhatsApp chatbot, USSD, IVR).
• Configure dashboards for Controllers and management.
• Enable periodic and ad‑hoc reporting.
• Support integration or periodic push of closed cases data to SMAP or other designated WVK systems.
• Enable post‑closure beneficiary satisfaction surveys.
• Support piloting of the BFS in selected programs or locations.
• Gather feedback from users and communities and refine the system accordingly.
• Develop SOPs, user manuals, and technical documentation.
• Provide structured handover of the system and all its documentation.

• Digital transformation
• System design and configuration
• Workflow automation
• Data protection and privacy principles
• Security by design principles
• Beneficiary feedback mechanisms
• Case management systems
• Communication channel implementation (SMS, USSD, WhatsApp, IVR)
• Dashboard configuration
• Reporting and analytics
• User training and documentation
• Stakeholder management

• BA/BSc/HND or MBA/MSc/MA
• 7 - 10 years of experience