Complaints Handling & Monitoring Specialist Bank Dunia

Job Title: Complaints Handling and Monitoring Specialist
Reporting to: Task Team Leader
Dept/Div: EASIS
Grade: C2
Appt Type: Short Term Consultant (max. 150 days in a year)
Closing date: 16 May 2009
Location: Jakarta, Indonesia
Appointment:  Local Hire


  1. As part of its portfolio, the World Bank Social Development team is currently providing assistance to the Government of Indonesia for its flagship poverty reduction program, National Community Empowerment Program or Program Nasional Pemberdayaan Masyarakat – Mandiri (PNPM-Mandiri). The goals of this program are to reduce poverty, strengthen local government and community institutions, and improve local governance.  This poverty program is expected to cover all 80,000 villages and cities in the country by 2009.
  2. Both the Government of Indonesia (GOI) and the World Bank are equally determined to have a ‘clean’ national poverty reduction program, and to combat corruption, collusion and nepotism in every potential level and stage of the project implementation. 3.    The Government of Indonesia realize there are a number challenges to be faced as this national program is fully scale-up to cover all sub-districts in Indonesia: (i) getting qualified and highly dedicated field oversight staff and facilitators; (ii) standardization and consistency in handling complaints and corruption among PNPM programs; (iii) establishment of an integrated and open Management Information System for complaint monitoring ; (iv) ensuring adequate and quality supervision by the existing oversight structure ; (v) building capacity and engagement among local governments, community organization and legal system to implement anti corruption measures while nurturing community capacity as part of the empowerment effort.
  3. To meet these challenges, the Government of Indonesia, along with members of the international development community, established the PNPM Support Facility (PSF). This facility is expected to support and facilitate harmonization and decentralization of the PNPM Mandiri programs. The PSF is administered by the World Bank under the guidance of the Steering Committee.
  4. The position described in these TORs is one of a number of assignments which together aim to reduce corruption and thereby increase the effectiveness and efficiency of Bank-financed projects in Indonesia, through a number of measures to reduce corruption in the execution of its projects in Indonesia.  These measures include strengthened supervision during project implementation, more robust financial management, procurement and audit policies including the integration of ex-post procurement audits and the introduction of Anti-Corruption Action Plans into each project.

Objectives of Work Assignment
As part of its commitment to support PNPM Mandiri in Indonesia, the World Bank office Jakarta requires the services of an Indonesian consultant with experience in the area of corruption prevention to assist the Anti-Corruption Committee in preventing and handling corruption in the PNPM Mandiri Rural in Indonesia.  To be based in the PNM Support Facility (PSF) office in Menteng, Central Jakarta, the successful candidate will be part of a Bank task team that is responsible for the supervision of PNPM Rural and provision of technical support to the executing agency PNPM Rural executing agency. The assignment is intended to minimize the risk of corruption and collusion in PNPM Mandiri Rural, and to ensure all complaints are handled proportionally and fairly.

Key Duties and Responsibilities

  • Assist task team in enforcing the Anti-Corruption Action Plans (ACAP) or Better Governance Action Plan (BGAP) which is embedded in the PNPM Rural Project Manual. KDP, the predecessor of PNPM Rural already has the anti corruption and complaint handling mechanism built in the project operation manual, and the same principle and mechanism is maintained and under continues improvement.
  • Supervise and monitor the handling of complaints and corruption cases by the project consultant, project management and coordination team at all levels.
  • Obtain data on compliance with the anti-corruption measures included in the Project Operation Manual (PTO).  Provide recommendations on how compliance can be better enforced.  Participate in regular reviews and assessments of BGAP effectiveness and produce relevant analyses for the use of PNPM Mandiri Task Team Leaders and GOI implementing agencies.

Secondary duties may include, but are not necessarily limited to:

  • Contribute ideas to the analysis of corruption prevention techniques and mechanisms with a view to identifying those most likely to be effective in reducing corruption in particular for Community Driven Development (CDD) type projects supported by the World Bank.  This will involve identifying new and innovative means for the independent monitoring of World Bank-funded CDD projects.
  • Conduct periodic field monitoring and supervision, particularly with respect to implementation of village sub-projects, PNPM Rural consultants’ contract management and compliance with the BGAP.
  • Maintain regular communications and cooperation with other task team members, WBOJ Anti Corruption Committee and other task teams of PNPM core programs. This liaison role may also involve maintaining relationships and ensuring coordination with other task team of PNPM Core programs and relevant Government of Indonesia bodies such as PNPM Steering Committee and BPKP.

Timing, Location and Reporting To

This position will be based in the PNPM Support Facility in Jakarta and is part of the Social Development Unit.  Frequent travel, about 25 percent, to SPADA locations is required.  The assignment will start as a 150-day Short-Term Consultant (STC).  The work is expected to begin as soon as possible.

The consultant will work within the PNPM Rural Task team and under the daily guidance of the Task Team Leader.

Selection Criteria

  • Minimum Master or Bachelor’s degree in a relevant field (law, social sciences, economics, engineering).  Preference given to candidates with Master degree.
  • At least five and preferably seven years full-time work experience in a field related to CDD projects, anti-corruption, mass media or law and judicial advocacy.
  • Familiarity with and, ideally, direct experience on anti-corruption issues and programs.
  • Experience with and or solid knowledge of government system, judicial system Indonesia anti corruption law, government projects and media monitoring.
  • Combined knowledge of accounting, auditing and/or infrastructure project-related skills would be an asset.
  • Strong oral and written communications skills, in Bahasa Indonesia and English.
  • Ability to work flexibly, as part of a team, and to work collaboratively with a range of other program stakeholders.

How to Apply

  • This is a local hired position.
  • Please only submit your cover letter, CV, and references (at least three names with full contact details) to:
  • Do not forget to state your name and position applied in the e-mail subject.
  • Deadline of application is 16 May 2009. Late submission will not be considered; hard copy applications and phone inquiries will not be accepted.

Leave a Reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.