TOR: LIVING GOODS ORGANISATIONAL INCIDENT MANAGEMENT CONSULTANTABOUT LIVING GOODSLiving Goods seeks to drive lasting impact in community health- saving and improving millions of lives across the developing world. Living Good’s vision is to ensure that by 2030 every mother and child has access to basic healthcare in their community. Living Goods aims to save lives at scale by supporting digitally empowered community health workers. Living Goods works with governments and partners to leverage smart mobile technology, rigorously strengthen performance, and relentlessly innovate to cost-effectively deliver high-quality, impactful health services. Living Goods leverages a powerful combination of catalytic technology, high-impact training, and quality treatments that empower government community health workers (CHWs) to deliver quality care to their neighbors’ doorsteps. We are deeply focused on systemic change, and partner with governments and other partners to transform access to primary health care for mothers and children. We put patients first and strive to create a world in which every mother gives birth safely and no child dies from easily treatable–or preventable–diseases like malaria, pneumonia, or diarrhea. We believe universal health care is possible when community health workers (CHWs) are equipped to serve as the engine for stronger health systems. Living Goods uses the disruptive power of digital technology to equip and empower thousands of community health workers across Kenya and Uganda to deliver timely, life-saving health treatments and services on demand to the doorsteps of the poor. Equipped with a smartphone and mobile application, Living Goods-supported CHWs are able to educate their communities on important health topics; register pregnancies and support maternal and new-born health; diagnose and treat life-threatening childhood illnesses such as diarrhoea, malaria, pneumonia, and undernutrition in the home; support family planning and immunization services; and follow up on treatment and referrals. The community health workers we support provide primary health care to 7 million people and have reduced under-5 child mortality in these communities by 27 percent, for a cost of less than $2-3 per person served. Living Goods has a staff of over 400 and supports over 9,000 community health workers. For more information about Living Goods, please visit www.livinggoods.org.OVERVIEWLiving Goods is committed to offering a safe and trusted work environment and meeting the duty of care it owes internally to its staff, board and volunteers (CHWs) and externally to its stakeholders (community it serves, partners, clients, donors, Governments, regulatory authorities, consultants). To achieve this, we have initiated a process to review the current safeguarding and related policies, complaint mechanisms and develop training materials. We aim to ensure relevant capacity within the organization specifically with the Field Operations teams while improving the current policies and guidelines. The scope of work will also include the development of safeguarding communication and training material to enable the integration of safeguarding consistently in Living Goods’ approaches and ways of working.OBJECTIVE The objective of this consultancy is to support Living Goods (LG) in the development and institutionalization of an enterprise-wide incident management framework to provide a structured approach to identifying, analyzing, and responding to incidents in the organization to minimize their impact on the business and prevent similar incidents from happening in the future.Living Goods considers incident management capability as a critical factor in guaranteeing our operational resiliency. We believe that operational resilience as a concept is critical in managing operational risk to ensure mission viability by being able to adapt to new risks as they emerge and acting before reacting. Our operational resilience is understood as a function of a robust and strong incident management framework which will be part of our risk and security management activities. THE CONSULTANT’S RESPONSIBILITIESThis role will be on a 3 months consultancy basis, directly reporting to the Director of Compliance and Grants and interacting majorly with the organizational functional leads at the Global Office and Country Level. A Technical Working Group consisting of Global Executive and Management Team members will oversee the outputs of this consultancy.Key responsibilities will include the following:Conduct a current state assessment to understand the current state of incident management in the organization. Facilitate enterprise-wide cross-functional engagement to gather understanding, determinants, and gaps of the organization's current incident management practices. Based on the needs analysis and findings of the detailed assessment make recommendations to the TWG on improvements and best practices for implementation.Develop an incident management framework that outlines the processes, roles, responsibilities, and tools required to manage incidents effectively tailored to Living Goods’ needs.Support the development of standardized methods, workflows, and procedures for the efficient and prompt response, analysis, documentation, ongoing management, and reporting of Incidents aligned to the incident management framework. These should help Identify the incident types. Define the severity levels and associated response times.Steps that should be taken to resolve incidents.Support the development of policies and procedures that define and assign the appropriate roles and to responsibilities for personnel involved in incident management activities.C. SCOPE OF WORK The consultant will be required to conduct a comprehensive review of LG’s incident management system with the aim of developing an enterprise-wide incident management framework. The consultant will provide advice based on industry best practices and Standards to meet the objectives of the assignment.Specifically, the Consultant is required to:Undertake a comprehensive review of the proposed incident management mechanism to identify the needs and management teams across the enterprise and their specific roles and responsibilities (command and control structure with clearly defined RACI)Support management in establishing a policy and corresponding procedures that define the incident management process and key participants. Develop required workflows to illustrate how incidents flow through the incident management process, including detection, reporting, triage, analysis, response, and closure, which should be completed.Develop the required incident management tools (Incident reporting forms, guidelines, and procedures).Identifying people across the enterprise who have a role in analyzing and resolving incidents and their specific roles and responsibilities.Establish a comprehensive enterprise-wide incident management system that supports the organizational mission, goals, or business drivers.Develop a standard orientation program for the organization. Map and ensure linkages of the proposed incident management system to any existing business continuity or disaster recovery plans where and when appropriate.Ensure the incident management systems supports the overall strategy to protect and secure critical business functions and assets.Other specific actions aligned with the key activities. D. DELIVERABLES The Consultant will deliver:Inception ReportPresentation of draft Final comprehensive LG enterprise-wide incident management framework, tools, and orientation;This will include;Incident management systems Key Performance Indicators (KPIs) to Critical Success Factors (CSFs). Feature system to assign unresolved Incidents to appropriate Tiers. Escalation mechanism. Incident lifecycle.E. CONSULTANT QUALIFICATIONS At least 3 years of experience in providing consulting services in the field of incident managementExtensive experience in technology solutions for organizational processes. Full command of the English language with prior experience and a proven ability for excellent oral and written communication/documentation in the development of Operational and Administrative policy and procedures development.F. COSTSMarket-relatedF. DURATIONThe Consultancy will run for a period of 3 months.
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