Knowledge Management Systems and Processes Consultant(s)

TERMS OF REFERENCE

Knowledge Management Systems and Processes

Introduction:

The Ombuds Office for SOS Children’s Villages (the “Ombuds Office”) is an independent office that confidentially, impartially, and informally listens to anyone who has questions or concerns related to the safety or wellbeing of a child or young person within SOS Children’s Villages programmes and services, past or present, and helps them find solutions. The Ombuds Office identifies risks, themes, and gaps that hinder safety and wellbeing, and works in collaboration with SOS Children’s Villages to strengthen safe environments for children and young people across its programmes and services.

There are many situations that hinder children and young people with questions and concerns about their safety and wellbeing (or that of others) from speaking out and seeking appropriate help. Distrust, power imbalances, fear, vulnerabilities, threats, and negative experiences with formal channels are just a few of the possible barriers. To encourage dialogue and prevent issues from escalating, the Ombuds Office provides:

• A confidential and impartial listening ear for questions or concerns related to children and young people in SOS Children's Villages programmes and services, past or present.
• An independent, trusted navigator to help find solutions.
• consultative support to SOS Children's Villages, who work to ensure children and young people's safety and wellbeing in all programmes and services.

Approach and Context:

The Ombuds Office for SOS Children’s Villages is virtual in nature and supported by a team geographically scattered across different countries and regions, while being supported by a team whose organisational structure mirrors that of SOS CV (with an integration at IO, IOR and MA levels). The Ombuds Office for SOS Children’s Villages has piloted its approach in three countries and has gradually expanded its presence to reach more than 30 countries in 5 different regions of the world where SOS CV operates.

The Global Ombuds Office team is currently composed of 3 coordinators (Office, HR, Finance), 5 Regional Ombuds and 1 Global Ombuds, all of them operating within the organization SOS Children’s Villages International who contracts them. At national level, 23 National Ombuds work for the Ombuds Office but are directly contracted by an independent SOS Children’s Villages Organization within their country.

Digital Tools and Current Knowledge Management Practices

The Ombuds Office is managed virtually, using Microsoft Teams and SharePoint as its primary collaboration and document management tools.

These systems were initially developed as an interim solution to support the office during its scale-up phase.

Now the team has grown, and a new system is needed, using the same tool.

Objective:

To design and implement a structured, user-friendly, and secure Knowledge Platform in SharePoint that enables all team members of the Ombuds Office to easily access up-to-date information and tools. This includes setting differentiated access levels and archiving capabilities for internal and federation-facing documents.

Expected Outcomes:

Outcome 1: A streamlined and secure Knowledge Platform, accessible according to team member roles, which stores final documents, tools, reports, case files, and reference materials.

Outcome 2: Improved digital collaboration and efficiency, with all team members able to independently navigate and collaborate on the platform.

Deliverables:

• Inception report and revised workplan (post-kickoff).
• Architecture map of updated platform structure.
• Fully implemented and functional SharePoint Knowledge Platform.
• Final report with recommendations for long-term sustainability.
• Short user guide/manual

Timeline:

The consultant(s) profile:

The consultant(s) will work fully remote and should possess:

• Proven experience in SharePoint architecture, knowledge management, and digital collaboration tools.
• Familiarity with Microsoft Teams structure and permissions.
• Experience working with virtual, decentralized, or humanitarian/protection-focused teams.
• Strong communication and training capacity.

How to Apply?

Please send an application package consisting of:

• Profile(s) with CV(s) of the consultant/team of consultants involved.
• A concept note of not more than 2 pages detailing the approach that the consultant(s) will take to complete this consultancy and reach the objective, together with a draft work plan (1 page).
• A financial offer consisting of a single price offer (inclusive of all taxes that might be incurred by the Ombuds Office for SOS Children Villages). The Ombuds Office anticipates that the work carried out by the consultant(s) should be between 10 and 15 working days.

The application package should be sent electronically to Ms Joana Soares (joana.soares@ombuds-sos-cv.org) by Wednesday, August 20th 2025 (11:59PM CET).

Please note that selected consultant(s) will need to submit a valid invoice. For that purposes, an extract from the chamber of commerce where the company operates and a bank confirmation (letter issued by the bank, or bank letter head, confirming the bank account listed belongs to the company/person) will be asked after recruitment.