Ombuds Framework consultant

Ombuds Framework consultant

TERMS OF REFERENCE

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.

Background and Context:

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. At national level the team consists in 33 National Ombuds, geographically scattered across different countries (30) and regions (5), while being supported by a team whose organisational structure mirrors that of SOS CV (with an integration at IO, IOR and MA levels).

SOS Children's Villages International is undergoing an organizational transformation process that affects governance, accountability mechanisms, and internal procedures and processes. The fundamental changes foreseen might have disruptive consequences on the implementation of the Ombuds approach, unless careful analysis and adjustments are made to ensure a seamless transition from a traditional operating model based on geographies to the new institutional and managerial reality that emerged from the transformation. This will require systematic analysis and adjustment of the Ombuds Office’s procedures, guidance, and communication practices.

To support its team during this transition, the Ombuds Office seeks to contract a “Ombuds Framework consultant” equipped with the necessary skills to both review the transformation outcomes, and propose and support procedural adjustments, as well as assist with different implementation issues ranging from participation of CYP to communication. Successful candidates should be capable of:

1. Reviewing the outcomes of the transformation process within SOS CVI and carry out an analysis of the necessary adjustments to be made to existing ombuds office procedures for better alignment.
2. Revising and updating the procedures and guidance currently in force within the Ombuds Office (including but not limited to: Ombuds Office Guidance, National Ombuds Guidance, Scale Up Toolkits, MEAL plan, and related materials) to reflect changes arising from a potential revision to the Ombuds Office governance and institutional frameworks (e.g. revised Terms of Reference of its governing body, the Operational Framework of the Ombuds Office, the MA resolution, and any other document of relevance, subject to their approval by relevant governance bodies.
3. Supporting Regional Ombuds in the first phases of the scale up process (Phases 1 & 2) and support Regional Ombuds in the management of the transition from an organizational ombuds approach to that of an adequate alternative mechanism for handover to competent bodies within SOS CVI.
4.  Providing support to the Ombuds Office on questions linked to participation of children and young people in the governance of the Ombuds approach
5. Providing support to the Ombuds Office in the implementation of its communication strategy related to the above changes.

Purpose of the Assignment

The purpose of this consultancy is to ensure that the Ombuds Office’s procedures, guidance, tools, and communication products are fully aligned with its governing framework and adjusted to the outcomes of the SOS CVI transformation process, without compromising the independence, effectiveness, and credibility of the Ombuds function.

Scope of Work

Under the supervision of the Ombuds Office, the Ombuds Framework consultant will carry out the following tasks:

Review and Analysis

• Review the outcomes of the SOS CVI transformation process relevant to the Ombuds Office.
• Analyse newly approved or draft governance documents align with Ombuds Office existing documentation (e.g. Ombuds Board ToR, Operational Framework, MA resolution).
• Identify gaps, inconsistencies, and risks between the new institutional framework and existing Ombuds Office procedures and practices.

Procedures and Guidance Adjustment

• Propose concrete adjustments to Ombuds Office procedures to ensure alignment with the revised governance framework.
• Revise and/or support the revision of key documents, including but not limited to:
• Ombuds Office Guidance
• National Ombuds Guidance
• Toolkits, templates, and internal procedures
• Ensure coherence, clarity, and usability of revised documents for different stakeholders.

Strategic and Operational Support

• Provide strategic advice to the Ombuds Office on managing the transition and implementing approved changes.
• Flag emerging issues or risks that may affect the Ombuds Office’s mandate, independence, or effectiveness.
• Support Regional Ombuds to transition their support during Phase 1 & 2 of the scale up process for a take-over by the competent bodies/entities of SOS CVI.
• Address any other issues of relevance within the scope of the assignment, in consultation with the Ombuds Office.

Communication Support

• Support the Ombuds Office in the execution of its communication strategy related to the transformation.
• Assist in translating procedural and governance changes into clear, accessible messages for internal and external audiences.
• Contribute to communication materials as required (e.g. briefings, FAQs, presentations).

Deliverables (Indicative)

Deliverables may include:

• An inception note outlining understanding of the assignment, methodology, and workplan.
• A gap analysis or alignment note summarizing key findings and recommendations.
• Revised or newly developed Ombuds Office procedures and guidance documents.
• Inputs to communication materials supporting implementation of the changes.
• A final summary report highlighting work completed, key recommendations, and any outstanding issues.

Confidentiality and Independence

The Ombuds Framework consultant shall adhere to strict confidentiality requirements and respect the independence of the Ombuds Office.

Timeline

The consultancy is expected to take place over a period of 6 months.

Start of consultancy: March 1^st 2026.

Ending of consultancy: August 1^st 2026.

Reporting and Coordination

The Ombuds Framework consultant will report directly to the Ombuds Office. Regular coordination meetings will be held to review progress, validate findings, and agree on next steps.

Required Qualifications and Experience

• Advanced degree in law (preferably international law), governance, organizational development, accountability, or a related field.
• Strong motivation to work on governance frameworks, ombuds or accountability mechanisms, or organizational transformation processes.
• Strong analytical and drafting skills, including educational experience revising policies and procedural guidance.
• Excellent communication skills in English.
• French skills are desired. Portuguese and Spanish are an asset.

How to Apply

Application Deadline: 3^rd February 2026

Please send electronically an application package consisting of:

• CV of the Consultant
• Cover Letter
• Financial Offer
• Methodology proposal

To: hr@ombuds-sos-cv.org with the Subject “Ombuds Framework consultant Application”

Please note that selected consultant will need to be able to 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 once the collaboration starts.