TERMS OF REFERENCE (to be completed by Hiring Office)

Hiring Office:

UNFPA Turkmenistan CO

Title:

Individual consultant (National) on Family Support Service Provision & Coordination – psychological counselling and 24/7 helpline call services

Purpose of consultancy:

UNFPA is the lead UN agency for reproductive health, dedicated to ensuring every pregnancy is wanted, every childbirth is safe, and every young person’s potential is fulfilled. By 2030, UNFPA aims to end the unmet need for family planning, preventable maternal deaths, and gender-based violence (GBV). In Turkmenistan, UNFPA plays a vital leadership role in promoting human rights and gender equality and provides technical support to the Government of Turkmenistan in the implementation of the national strategy on gender equality, National Action Plan on Gender Equality as well as in the implementation of national commitments regarding the SDGs and CEDAW.

The national data indicates 12% of women face physical or sexual abuse, the true scale remains hidden due to only 4.8% of survivors reported to seek help from formal institutions (2020); 42.7% of women justify partner violence and 70.6% reported experiencing controlling behaviours (2024). These alarming indicators highlight a critical lack of services and support to women and girls and to GBV survivors, in particular.

In July 2024 UNFPA signed a Memorandum of Understanding with the National Red Crescent for opening 6 Family Support Services (FSSs) in Ashgabat and 5 velayats (cities of Ashgabat, Tedjen, Mary, Turkmenabat, Dashoguz and Balkanabat) to provide helpline call services, psychological counselling and case management to women – survivors of GBV. The ultimate goal of these services is an integration of this practice to the newly established government system of social services.

Since 2025 UNFPA continues its collaboration with UNDP in providing psychological counselling to TB patients and their families to support them in treatment. 

In 2026 UNFPA initiated a Country component of the Regional GBV project funded by the European Union. Within this project UNFPA in cooperation with the national partners plan to open Women and Girls Safe Spaces (WGSS) to address negative social norms and gender stereotypes, provide access to psychological counselling, SRH information and support in the development of income generation activities to empower young women and girls, including GBV survivors in 5 regions and Ashgabat city. 

In this regard, UNFPA seeks to hire a National consultant to coordinate and ensure the provision of psychological services to TB patients, their families, as well as lead the work of Women and Girls Safe Spaces and provide information and psychological support to women and girls – GBV survivors in 5 velayats and Ashgabat city in coordination with the National red Crescent Society. 

Scope of work:

(Description of services, activities, or outputs)

The functions of the National consultant include the following: 

She will organize the work of specialists to provide psychological counselling services in 5 velayats and Ashgabat city by effectively coordinating, managing and providing the delivery of psychological counselling service and leading the work of WGSSs, ensuring their quality and effectiveness in line with the international norms and national legislation. The abovementioned services must contain the following:

Establishment and coordination of Women and Girls Safe Spaces (WGSS) that offer safe environments where women and girls can find safety, support, and community. The WGSSs will organize psycho-social and recreational activities, provide for information and awareness raising and conduct outreach and prevention of GBV implementing the following functions:

• Provide Safety: They offer a secure, women-only environment free from the threat of violence or judgment.
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• Offer Crisis Support:  Apply referral system and connect survivors of violence to medical care, legal aid, and professional counseling.
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• Build Skills: Organize and arrange for workshops for economic independence, such as literacy, trade skills, and leadership training. Coordinate apprenticeship for women and girls – GBV survivors.
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• Share Information: Provide vital resources on health, reproductive rights, and where to find aid.
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• Restore Community: Help women rebuild social networks and friendships that may have been lost.

24/7 Helpline Call service: The Helpline call service will provide the following functions^

Crisis Stabilization and Immediate Support

• Provide immediate psychological stabilization for callers in distress, utilizing active listening and grounding techniques to reduce acute anxiety.
• Identify life-threatening situations during the call and facilitate immediate connection to emergency services (ambulance, police, or specialized shelters) when physical safety is at risk.
• Act as a primary knowledge hub by providing clear, accurate information regarding available social, legal, and medical resources upon user request.

Risk Assessment and Informed Consent

• Conduct rapid assessments to determine the level of immediate danger the user or their children may be facing, including the presence of weapons or escalating threats.
• Offer initial supportive counseling sessions to validate the survivor's experience and begin the process of emotional recovery.
• Clearly explain the available service pathways, ensuring all support—especially referrals—is provided only after obtaining the user's explicit and informed consent.

Referral and Specialized Service Linkage

• Provide comprehensive information on specific specialists (psychologists, social workers, or lawyers) and the various options for contacting them safely.
• Act as a bridge between the survivor and specialized care by directly signing up users for follow-up consultations with psychological counseling or social work experts.
• Ensure the user understands the "no-wrong-door" approach, helping them navigate between different essential services to ensure a seamless transition from crisis support to long-term recovery.

Psychological counselling to the following groups of people:

• TB patients (female and male) and families of TB patients within UNDP-funded TB project;
• Women’ and girls’ empowerment and GBV related psychological counselling in Safe spaces within EU-funded regional GBV project; and

The psychological counselling will follow the support framework to ensure a trauma-informed, survivor-centered approach that prioritizes safety and long-term recovery.

Crisis Intervention and Holistic Assessment

• Conduct detailed assessments of the survivor’s situation, specifically evaluating vulnerabilities and the risk levels facing both the user and her children.
• Execute initial and psychological assessments for women, girls, and TB patients to identify urgent medical, psychological, and social requirements.
• Facilitate in-depth interviews to outline a roadmap for psychological support, ensuring the survivor is empowered through informed choices regarding their recovery.

Individualized Therapeutic Care

• Lead or contribute to the creation of individualized intervention plans that address the intersection of trauma from DV.
• Offer specialized counselling sessions designed to help users overcome acute risk situations and process the emotional trauma resulting from their experiences.
• Provide ongoing psychological support to TB patients in overcoming health challenges of TB to motivate them to continue treatment and on the issues related to care given to TB patients and stigma for their family members.
• Provide ongoing psychological support to help families manage complex conflict situations and de-escalate domestic tension.
• Deliver sustained individual or group counselling modules focused on emotional processing and building the personal agency of survivors.

Group Support and Community Integration

• When appropriate and required, lead monthly support meetings and group sessions for TB patients and their families to foster peer support and reduce social isolation.
• Provide counselling specifically tailored to the psychological burden of TB, helping patients and families navigate the social and domestic challenges associated with the illness.
• Supply women – DV survivors and TB patients with vital information and direct referrals to essential multidisciplinary services.

Collaborative Management and Quality Assurance

• Work in active collaboration with case management specialists and other healthcare or social work professionals to ensure a seamless "no-wrong-door" service experience.
• Conduct regular, joint reassessments with case managers to track the psychological progress of users and adjust intervention plans accordingly.
• Manage post-intervention follow-up actions, including sustained coordination with relevant stakeholders and external service providers to ensure long-term stability.

Continuous professional development and reporting:

Team Integration and Strategic Alignment

• Maintain a comprehensive understanding of the mandates and operational goals of UNFPA, UNDP, and NRCST, ensuring all service delivery aligns with international protection standards.
• Actively engage as a core member of the multidisciplinary team, participating in joint strategy sessions with UNFPA and NRCST staff to harmonize regional response efforts.

Continuous Capacity Building

• Attend specialized training sessions focused on advanced psychological support, 24/7 helpline management, and the latest social work methodologies to maintain high-quality service standards.
• Integrate lessons learned from training into daily practice, particularly in the areas of trauma-informed care and Multi-Sectoral Response (MSR) coordination.

Ethical Documentation and Confidentiality

• Diligently complete all mandatory documentation, including initial assessment forms and individualized intervention plans, ensuring they accurately reflect the survivor’s journey.
• Adhere to the "Do No Harm" principle and maintain absolute client confidentiality in all interactions, protecting the privacy and dignity of survivors at all times.
• Ensure all physical and digital files (reports, case files, sensitive personal data) are stored in secure, restricted-access locations to prevent unauthorized disclosure.

Reporting and Data Accountability

• Utilize the agreed-upon methodology to gather disaggregated data (by age, sex, disability, and region) for all service interactions.
• Generate and submit comprehensive quarterly and final yearly reports. 

Expected Outcomes and Deliverables:

Deliverable 1: Interim report explaining the work completed – 30 days - until June 30, 2026 by including:

• Qualitative and quantitative information on the beneficiaries and the services provided according to the agreed data collection methodology with detailed information on provided services for TB patients and their families,
• online and offline monitoring meetings, 
• professional guidance for the for personnel involved in the provision of services,
• outreach activities held and outcomes;
• conclusions and recommendations.

Deliverable 2: Interim report explaining the work completed – 45 days - until September 30, 2026 by including:

• Qualitative and quantitative information on the beneficiaries and the services provided according to the agreed data collection methodology;
• online and offline monitoring meetings, 
• professional guidance for the for personnel involved in the provision of services,
• outreach activities held and outcomes;
• conclusions and recommendations.

Deliverable 3: Final report with data for the entire period of work - 45 days - until December 25, 2026 by including the quarterly and yearly data on the following:

• Qualitative and quantitative information on the beneficiaries and the services provided according to the agreed data collection methodology;
• online and offline monitoring meetings, 
• professional guidance for the for personnel involved in the provision of services,
• outreach activities held and outcomes;
• conclusions and recommendations.

Duration and working schedule:

Place where services are to be delivered:

Delivery dates and how work will be delivered (e.g. electronic, hard copy etc.):

Monitoring and progress control, including reporting requirements, periodicity format and deadline:

Supervisory arrangements:

Expected travel:

Required expertise, qualifications and competencies, including language requirements:

Education:

• Master’s Degree in psychology, social work, sociology, medical or pedagogical education, law, economics and other humanities. 

Experience: 

• 2 years of work in project management, NGO, NRCST, in particular;
• Including experience in providing services to vulnerable groups, including women, older people and adolescents in difficult life situations;
• OR Bachelor's degree in the same field with additional 2 years of relevant experience. 
• Knowledge of gender issues and experience working in an intercultural environment;
• Experience in international organizations is welcomed;
• Excellent knowledge of English, Turkmen, Russian languages;
• Knowledge of computer programs.

Inputs / services to be provided by UNFPA or implementing partner (e.g support services, office space, equipment), if applicable:

Fees will be calculated monthly at the NOB level of the UN salary scale for National Officer Category effective 1 November 2020 and will be paid in 4 instalments subject to quality provision of deliverables as follows:

Instalment 1 upon completion of Deliverable 1 by June 30, 2026 (30 working days);

Instalment 2 upon completion of Deliverable 2 by September 30, 2026 (45 working days);

Instalment 3 upon completion of Deliverable 3 by December 25, 2026 (45 working days);

COA to charge:

An amount of 20% to be charged to TKM05GEN, 3FPAM, GBVSERV, PU0074, 71305

Temporary: 

An amount of 80% to be charged to TKM05GEN, FPA90, GBVSERV, PU0074, 71305 and transferred to the COA for approved EU funds upon the receipt of the funds.