Terms of Reference for the consultant for the development of survivor & community feedback, and a proposition to the government monitoring mechanism(s) for minimum standards

Terms of Reference for the Consultant for the development of survivor & community feedback, and a proposition to the government monitoring mechanism(s) for minimum standards

Published on January 21, 2026

Project: Safe haven: Expanding shelter resources for trafficking survivors in the Western Balkans

Coordinator: World Vision International
Partners: Atina; Lara Foundation; Mary Ward Loreto; Open Gate/La Strada
Donor: U.S. Department of State, Office to Monitor and Combat Trafficking in Persons
Activity: Create and put into practice survivor/community feedback and a proposition to the government monitoring mechanism(s) for the application of minimum standards

Contracting Authority: Atina (Serbia)
Duty station: Serbia (primarily Belgrade; travel within Serbia as needed)
Work modality: Hybrid (remote + in-person consultations/trainings)
Start date: February 3 2026
Completion deadline: March 25 2026 (all deliverables submitted and approved by Atina)
Estimated level of effort: [10 working days]
Reporting line: Atina Project Manager / Technical Lead
Coordination: Atina programme teams (shelter/case management / psychosocial support/advocacy), partner service providers, and relevant government institutions involved in anti-trafficking response and standards monitoring in Serbia.

1) Background

The project Safe Haven: Expanding Shelter Resources for Trafficking Survivors in the Western Balkans strengthens shelter and related services for survivors of trafficking across the Western Balkans through improved capacity, quality assurance, and cooperation between service providers and institutions. A core element is the application of minimum standards for shelters and survivor services. To support quality, accountability, and continuous improvement, the project will establish and operationalize mechanisms for survivor and community feedback in each target country. These mechanisms will generate structured, non-identifying evidence that supports governmental monitoring of minimum standards and strengthens cooperation between service providers and state institutions focused on anti-trafficking in persons (ATIP).

In Serbia, this activity will be implemented within Atina's existing programme framework, ensuring alignment with its survivor-centered, trauma-informed practices, internal safeguarding protocols, and coordination protocols with relevant institutions.

2) Purpose of the assignment

To design, establish, and put into practice in Serbia a survivor/community feedback mechanism (or set of mechanisms) linked to minimum standards, and an accompanying proposition of a government monitoring interface that enables institutions to monitor standards using aggregated, anonymized insights, while fully protecting survivor confidentiality and applying a do-no-harm approach.

3) Objectives

The Consultant will:

Develop and operationalize safe, accessible feedback channels for survivors and selected community stakeholders.
Translate minimum standards into practical feedback questions and indicators relevant to shelter and related services.
Establish SOPs ensuring confidentiality, safeguarding, non-retaliation, and a clear "feedback-to-action" loop.
Create agreed-upon processes and templates for governmental/institutional monitoring of standards (aggregated reporting, review meetings, corrective action tracking).
Build staff capacity within Atina and (where relevant) associated service providers to implement the mechanisms consistently and sustainably.
Pilot the mechanisms, document improvements, and finalize tools for ongoing use.

4) Scope of work and key tasks

A. Inception and mapping (Serbia)

B. Co-design survivor and community feedback mechanism(s)

C. Link feedback to minimum standards (indicator alignment)

D. Establish SOPs, safeguarding, and data protection

E. Governmental monitoring interface (standards oversight)

F. Training and implementation ("put into practice")

G. Finalization and handover

5) Deliverables (Serbia)

Inception Note
Feedback Toolkit
Minimum Standards Indicator Matrix
SOP Package
Training package + delivery
Government Monitoring Package
Pilot Summary + Final Report

6) Timeline and milestones (fixed to the deadline)

All work must be completed by March 25 2026. The indicative schedule is:

3-10 February 2026: Inception, mapping, stakeholder consultations, first drafts outline
1121 February 2026: Co-design of mechanisms; draft tools; draft indicator matrix
22 February-5 March 2026: Draft SOP package + data protection/safeguarding pathway; institutional monitoring draft package
6-12 March 2026: Staff training(s) + pilot launch
13-20 March 2026: Pilot support, troubleshooting, refinements; compile "you said/we did" early improvements
By 25 March 2026: Finalized toolkit + SOPs + monitoring templates + Final Report submitted and approved

7) Required qualifications and experience

Degree in social work, human rights, law, political science, or related field (or equivalent professional experience).
Minimum 5 years of relevant experience in anti-trafficking/GBV survivor services, shelters, or standards/quality assurance work.
Proven track record in developing feedback/complaints mechanisms, SOPs, monitoring tools, and delivering training.
Strong understanding of safeguarding, confidentiality, and trauma-informed practice.
Experience working with government/institutional actors and multi-stakeholder coordination.
Excellent English writing skills; Serbian language proficiency required for in-country implementation.

8) Ethics, confidentiality, safeguarding

The Consultant must:

sign confidentiality and data protection commitments,
apply strict anonymization and avoid collecting unnecessary personal data,
Follow Atina's safeguarding procedures and immediately report safeguarding concerns via agreed channels,
ensure survivor participation is voluntary and does not affect access to services.

9) Application process (optional)

Submit: