SCOPE OF WORK

USAID/JORDAN Himaya Activity

Project Background:

The Jordan USAID Himaya Activity aims to enhance the availability and quality of essential services and protection for survivors of domestic and sexual violence (DSV) in Jordan. The project has two outcomes: 1) survivor-centered institutional capacity improved, and 2) legislative frameworks for protecting survivors and responding to violence strengthened. To achieve these outcomes, the project will apply a survivor-centered systems-strengthening approach to improve prevention, response, and protection services, and to support the development and implementation of survivor-centered legislation and policies.  

Quality assurance (QA) in DSV response services is crucial to ensure that survivors receive safe, effective, and dignified care aligned with ethical and professional standards. It enhances accountability, identifies gaps for continuous improvement, strengthens coordination and referral pathways, and builds community trust in services. Ultimately, QA ensures that interventions are survivor-centered and evidence-based, leading to better outcomes and protection for those affected by DSV.

Role’s Purpose:

This consultancy aims to support the Family Protection and Juveniles Department (FPJD) in building a quality assurance department at its headquarters to oversee the establishment and institutionalization of needed quality assurance and feedback mechanisms, and lead pilot implementation at the East Amman Comprehensive Services Center (EACSC).  

Specifically, the consultant will work with FPJD to:

• Build the capacity of the Quality Assurance Department aligned with national and international best practices, incorporating survivor feedback mechanisms and performance management systems.
• Develop standardized, inter-agency-aligned Standard Operating Procedures (SOPs) for a comprehensive DSV service center – East Amman (planned to launch in early 2026).
• Coordinate closely with the one-stop-shop (OSS) Institutional Governance Consultant to ensure alignment between the governance framework and the quality assurance/SOP systems being developed, and contribute to a unified institutional approach at the East Amman Comprehensive Services Center.

Key Duties and Responsibilities:

The consultant is expected to carry out the following:   

• Hold coordination meetings with Himaya team and stakeholders, as needed, to gather relevant data and align understanding on assignment scope and expected outcomes.
• Conduct initial visits to target locations to meet with relevant technical staff and understand their vision, needs, and requirements.  
• Review existing documents and reports and carryout desk research on how QA and feedback systems are implemented in similar settings, particularly those applying a survivor-centered approach.
• Design and lead collaborative planning workshops with key stakeholders to co-develop recommendations, validate priorities, and build consensus.

Build the Capacity of the Quality Department

• Establish work protocols and frameworks for the Quality Department at the main FPJD department by developing a Quality Management Framework covering the:
  • Survivor feedback systems (surveys, interviews, complaints).
  • Key performance indicators (KPIs) and tools for monitoring service quality and staff performance.
  • Templates for audits, incident tracking, and continuous improvement plans.
• Coordinate closely with the institutional capacity team to identify needs for strengthening the resources availability and capacity of the Quality Department.
• Define the needed systems and equipment to implement and institutionalize established work protocols and frameworks.

Pilot implementation of work protocols and frameworks – East Amman Comprehensive Service Center

• Develop Standard Operating Procedures (SOPs) for comprehensive GBV service center – East Amman
  • Review current workflows, policies, and service standards.
  • Map services provided across all parties and departments (e.g., FPJD, psychosocial support, legal aid, judiciary, case management, et al.).
  • Identify gaps and inefficiencies.
  • Align with national GBV frameworks and guidelines.
  • Draft clear, survivor-focused SOPs for measuring service quality and collecting feedback from survivors.
  • Conduct validation workshops.
• Align with inter-agency governance framework developed for the EACSC.
  • Collaborate with the institutional development and governance expert and team to ensure alignment with institutional governance standards.
  • Embed governance, accountability, and sustainability principles into all QA tools and SOPs.
  • Coordinate on governance-related capacity building and ensure a sustainable operating model.

Deliverables:

1. Inception report with work plan and methodology.
2. Draft SOPs across all service areas.
3. Finalized SOPs incorporating stakeholder feedback.
4. Quality Management Framework document.
5. Survivor feedback tools (survey templates, complaints forms, etc.)
6. KPI matrix and monitoring dashboards.
7. List and specifications of technical resources needed to implement the developed work protocols and frameworks.

Qualifications

The following qualifications are required for the consultancy:

1. Industrial engineer or related background
2. Minimum of 15 years of progressively responsible experience in:

• SOP and institutional systems development.
• Quality assurance/quality improvement within social services settings.
• Conducting institutional assessments and leading organizational change initiatives.

3. Demonstrated ability to lead participatory processes and produce high-quality documentation.
4. Strong facilitation, training, and technical writing skills in English. Arabic fluency is an asset.
5. Familiarity with local domestic violence protection systems and regulatory frameworks in the MENA region is a strong asset

Duration and Timeline:

The consultant will be expected to complete the tasks and submit all the required deliverables within a maximum of 4 months from the start of the consultancy, with the following timeline:

1. Kickoff meeting, desk review, develop work plan and methodology.        1 weeks
2. Conduct field visits, stakeholder consultations, gap analysis.                    2 week
3. SOP Development                                                                                                   3 weeks
4. Quality Framework Design                                                                        1 week
5. Survivor feedback tools & KPIs                                                                            2 week
6. Validation Workshops                                                                                              1 weeks
7. Finalization & Handover Reports                                                                          2 weeks