With 75 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith. Come join our 33,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable childrens life stories! Key Responsibilities: Note: All interested candidates should ensure that they attach all required documentation as specified in the Application Criteria. Incomplete submissions will not be considered Background World Vision Kenya (WVK) is implementing its Digital Transformation Strategy FY 20262030, which prioritizes strengthening data governance, digital integration, business process automation, andmost criticallydigital community engagement and accountability. Under Track Four: Digital Community Engagements, WVK has identified the establishment of an endtoend Community Feedback Mechanism (CFM) as a flagship priority for Year 1 (2026). The Community Feedback Mechanism is envisioned as a digital Beneficiary Feedback System (BFS) that enables two-way, real-time communication between WVK and communities across all Area Programs, without requiring community members to incur any costs. The system will allow beneficiaries to submit feedback, complaints, compliments, and suggestions regarding WVK interventions, and will enable WVK to receive, manage, act on, and close the feedback loop in a transparent and accountable manner. While the Digital Blueprint outlines a phased fiveyear roadmap, Year 1 (2026) prioritizes piloting and operationalizing the BFS as a foundational accountability system. However, implementation has been deliberately sequenced and paced due to competing operational priorities and parallel digital transformation initiatives, requiring focused allocation of limited technical and management attention. To bridge this gap and meet organizational accountability commitments, WVK intends to engage an independent consultant to design, configure, pilot, and operationalize a fully functional endtoend digital Community Feedback Mechanism in line with the Digital Blueprint, safeguarding standards, and data protection requirements. The target is to have a working and usable Community Feedback System in place by the end of March 2026. Objective of this consultancy The overall objective of this consultancy is to design, implement, and operationalize an end-to-end digital Community Feedback Mechanism (CFM)also referred to as the Beneficiary Feedback System (BFS)that strengthens accountability, responsiveness, transparency, and community trust, in alignment with the WVK Digital Transformation Blueprint FY 20262030. The system will incorporate an Early Feedback Mechanism (EFM) module to enable the timely capture, analysis, and resolution of emerging issues before they escalate into formal complaints. The consultancy will: Design an end-to-end digital Community Feedback Mechanism, including an Early Feedback Mechanism module, aligned with WVK accountability, safeguarding, and complaints-handling standards. Configure and deploy a two-way digital Beneficiary Feedback System that is accessible, inclusive, and provided at no cost to beneficiaries, supporting both early feedback and formal complaints. Establish clear, auditable feedback workflows covering early feedback intake, categorization, prioritization, escalation (where required), investigation, response, and closure. Enable real-time visibility and proactive response through dashboards, alerts, and reporting tools that highlight trends, risks, and emerging issues. Build internal capacity and develop comprehensive documentation to ensure system sustainability, scalability, and effective handover. 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: 3.1 Community Feedback Mechanism Design Design an endtoend feedback and case management cycle that intelligently differentiates between: General feedback and complaints Sensitive data protection issues Disaster and emergencyrelated alerts Child protection concerns, including safeguarding incidents Define user roles and responsibilities, including Controllers (firstline responders) and Issue Handlers, with special escalation rules for sensitive cases. Ensure the system embeds privacybydesign and securitybydesign principles, including data masking, rolebased access, controlled visibility, audit trails, and secure data storage. Ensure full alignment with WVK data protection policies, safeguarding frameworks, and nonretaliation requirements.3.2 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 earlywarning related inputs Child protection and safeguarding issues Define a rules engine that enables automated prioritization, restricted access, and accelerated escalation workflows for highrisk 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. Configure a digital Beneficiary Feedback System (BFS) aligned to the approved system design. Enable twoway communication where feedback can be initiated by beneficiaries or WVK. Configure feedback classification (e.g. complaint, compliment, suggestion) and prioritization (serious vs nonserious). Automatically route reported issues to the appropriate Area Program based on geographic proximity and geo-point data captured at the point of submission. Implement workflow logic to: Assign and lock issues to specific handlers Escalate unresolved, disasterrelated, 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. 3.2 System Configuration and Deployment Configure a digital Beneficiary Feedback System (BFS) aligned to the approved system design. Enable twoway communication where feedback can be initiated by beneficiaries or WVK. Configure feedback classification (e.g. complaint, compliment, suggestion) and prioritization (serious vs nonserious). Implement workflow logic to: Assign and lock issues to specific handlers Escalate unresolved or serious cases Send acknowledgements, reminders, and closure notifications to beneficiaries 3.3 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 freetext 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. SystemLevel 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. 3.4 Communication Channels The consultant will ensure the system supports or pilots appropriate communication…