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Afghanistan: Complaints Management Process and Operation Manual Development Expert for Afghan Medical Council (AMC)

NGO/UN Job Vacancy

Organization: Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH
Country: Afghanistan
Closing date: 17 Dec 2017

Organization Background:

Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH is a service enterprise for development cooperation with international operations and global experience. Owned by the Federal Republic of Germany, the organization operates as an enterprise with a development-policy mandate to make sustainable improvements to the living conditions of people in partner countries. The organization’s business area GIZ International Services (GIZ InS) is the vehicle for offering results-oriented services on the international market using multiple donor funds.

Program Background:

Technical Cooperation to the Ministry of Public Health (TCPH) is funded by the European Union and implemented by GIZ and consortium partners, m4health and SRTRO. The overall Programme objective is to support the MoPH in the strengthening of its technical and managerial capacity to steer and manage the provision of health care services and to develop the Afghan public health system. Within the framework of TCPH, technical assistance is being provided in four major components: (1) improving the quality of health care by the establishment of a comprehensive quality assurance system (2) improvement of hospital management at all levels, including the development and revision of standardized hospital service packages, (3) the strengthening of system governance and (4) improved planning and implementation of specific health programmes for vulnerable population groups.

Rational for this Technical Assistance (TA):

The Afghan Medical Council (AMC) is a national independent body committed to ensure patient safety through improving and promoting the quality of services delivered by medical doctors and medical training institutions. Among its tasks are the registration of doctors, the promotion of medical ethics, raising the level of professional knowledge among physicians and support to medical doctors’ professional rights. The AMC also addresses complaints and violations by medical personnel.

The predecessor project of TCPH (funded by the EU and implemented by EPOS) had facilitated the establishment of the IAMC: an interim AMC was officially launched and with the support of a short term expert under EPOS an operational budget and an equipment list were drafted, the draft Act was amended and a road map for the IAMC was developed, including an organisational structure and an activities plan. The EU is committed to build on these previous achievements and to continue her support to the AMC under the presently ongoing TCPH, and a number of activities have already been planned with the objective to further strengthen the role and functions of the AMC. Apart from data development support, additional TA has been requested for support of the AMC in its start-up phase. The following activities will be addressed on a priority basis:

(a) Needs assessment of AMC and provision of advice/orientation covering areas such as: development/review of annual work plan, public relation initiative to inform about AMC, capacity development measures for newly recruited AMC staff.

(b) Development of guidelines and tools for doctors’ registration

(c) Development of a complaints management process

(d) Development of SOP/operational manuals for AMC departments (e.g. manuals on board elections and duties; on procurement, on financial management, on human resource management.)

This TA has been primarily requested with the aim to tap on international/regional expertise. In its start-up period, the AMC should benefit from experiences, which have been made in other countries of the region to successfully establish a full-fledged Medical Council. Especially India would be an interesting partner in this respect, as a cooperation between the Indian Medical Council (IMC) and the newly formed Afghanistan Medical Council has already been successfully agreed and initiated. In an ideal case, the expert would be associated to the IMC and thus be able to make available to the AMC experiences, expertise and documents from India.

Objective of the TA:

The overall objective of this TA is to strengthen the role and functions of the AMC in its start- up phase – by making available to the AMC expertise and experiences from other countries (such as India), who have already successfully established their Medical Councils.

More specifically, the TA will render support to the management of the AMC by assisting in operational planning, staff development, development of SOP and operational manuals. Furthermore it will help to further develop and operationalise two key functions of the Medical Council: a) the doctors’ registration system, which licences medical doctors according to agreed standards of training and experience. b) a complaints management mechanism, by which the public will have an opportunity to raise complaints against health care providers, and the AMC will have a framework for properly investigating, assessing and responding to these complaints.

A strong and well-functioning Medical Council will enhance the quality and safety of services provided by medical doctors, thus this TA can be ultimately seen as a contribution to the improvement of health care services for the people of Afghanistan.

.**Main Tasks and Responsibilities:**

The TA is responsible for rendering support to the consolidation of the newly established AMC – taking into account international best practice and experiences from Medical Councils in other countries (preferably India). The following areas will be covered:

  • A thorough status and needs assessment of the AMC

  • Based on the needs assessment: Supporting an update of the operational plan/annual work plan;

  • A PR initiative to disseminate information about AMC to members and public

  • Enhancement of the doctors registration system (including registration guidelines and tools);

  • Development of a complaints management process

  • Development of SOP/operational manuals for AMC departments covering e.g. procurement, finance, HR, Board elections and duties.

This includes, but is not limited to, consideration of issues such as:

(a) AMC overall needs assessment and planning support (20 working days)

  • Conduct an assessment (SWOT analysis) of the present status of the AMC and define needs for management and technical support;

  • Based on the needs assessment and in consideration of international/regional MC experience: recommend priorities for AMC annual work Plan

  • Conceptualize 2 stakeholder meetings and 8 PR workshops “Role and functions of AMC”, assist AMC in the development of a workshop module and provide orientation to facilitators

  • Support Director AMC in establishing and maintaining a long term cooperation with a regional (the Indian) Medical Council for the benefit of AMC capacity building.

  • Share state of the art (IMC India) programme for continuous medical education, recommend priorities for AMC,

(b) Draft outline of a doctors’ registration system (45 working days)

  • Assess doctors registration systems in other countries and reflect relevance for Afghanistan situation

  • Assess present system of doctors’ registration in Afghanistan and define needs for the development of additional components, tools and guidelines

  • Propose standards and criteria for medical registration

  • Agree on final list of standards and criteria

  • consider various types of medical registration

  • develop tools for medical registration

  • compile an outline of an enhanced doctors registration system, get it approved and finalized and submit to director AMC for implementation

(c) Development of a complaints management mechanism (20 working days)

  • Assessment of present practices of complaints management, legal framework and patient rights in Afghanistan.

  • Liaise with MoPH and assess the work they have previously done on a complaint management procedure. Build on that, if feasible.

  • Liaise with relevant partners in the Medical Council and MoPH to ascertain their views on establishing a complaints management system.

  • Assessment of international and regional experiences, for guidance and adaptation.

  • Define/describe components of complaint management mechanism including a.) Objectives and guiding principles, b.) Regulatory framework and eligibility criteria for the filing of complaints, c.) Process for the filing of complaints (flow chart), d.) process of decision making and feedback to complainant

  • Present a draft outline of the proposed complaint management mechanism to the AMC, the MoPH and other stakeholders and incorporate their comments and suggestions, as appropriate.

  • Develop a final draft version of the proposed complaint management mechanism and assist AMC in finalization of complaint management mechanism.

(d) Development of SOP/operational manuals for AMC departments (covering e.g. election and duties of AMC Board; finance, human resources, procurement (25 working days)

  • Assess with AMC team existing processes and need for regulation

  • Assess international best practice and regional (Indian) experiences, for guidance and adaptation

  • Compile draft manuals (it is assumed that already existing SOP/manuals from other Medical Councils can be adapted and adjusted to the situation in Afghanistan)

  • Present, discuss, review manuals and modify draft accordingly

  • Submit final agreed draft version to the director, AMC for approval and implementation.

Depending on the availability of NKE candidates, the above mentioned tasks could be distributed among two or three experts (with total number of working days remaining the same).


  • an assessment report on the needs and priority tasks of the different AMC departments

  • The AMC annual work-plan reflects the “right” priorities

  • A concept for 8 regional PR workshops to inform about the AMC and two PR meetings (with stakeholders and donors) developed and implementation facilitated.

  • Guidelines and tools for doctors’ registration developed and an enhanced registration system is finalized and ready for implementation.

  • An agreed complaints management process is finalized and ready for implementation

  • SOP, operational manuals for AMC departments (including procurement, finance, HR, AMC Board elections and duties)

  • AMC is integrated in an international/regional network of Medical Councils (the partnership between AMC and IMC is strengthened and milestones of future cooperation have been identified)

  • A mission report, using the TCPH standard Trip Report template, will be submitted to the TCPH Team Leader a minimum of one day before the final day of the TA contract.

Reporting and Working Conditions

On a day-to-day basis, the NKEs will report to the Director, AMC.

The NKEs will report, contractually, to the Programme Team Leader.

The NKEs will primarily work with management and staff of the Medical Council. As far as coordination with the Ministry of Public Health is concerned, he will work with the General Director, Policy and Planning and his team.

Qualifications, Skills and Experience

This TA contains four different packages of tasks, which could be assigned to two or three different senior NKEs. It must be assumed that there is little or no Medical Council expertise available in Afghanistan, as to date such a council has never existed. Therefore it is likely that candidates from outside the country will be assigned to these tasks.

Candidates must be linked to international Medical Council experience and expertise. Preferably he/she should be associated with the Indian Medical Council.

An advanced degree in public health or a medical, social, economic or legal degree with a good knowledge and experience of the public health system is required.

Own working experience in a professional council or association would be highly desirable.

Working experience in Afghanistan is a big asset.

Expertise and experiences in institution building, organizational structures development and administrative processes required as well as:

Excellent planning skills with strategic approach; excellent networking and communication skills. Very good management competence (including areas such as finance, procurement, HR), proven record of management experience in senior positions. Training experience.

Selection Criteria


  • An academic degree from a respected university (preferably medical, also possible: management/economics, public administration, social sciences); postgraduate degree in Public Health or equivalent.

  • A minimum of ten years proven experience of working in his/her profession – preferably in a public health setting;

  • At least two years own working experience in a professional council or association

  • Proven competence (at least 7 years working experience) in the planning and management of complex systems, institution building – organizational development

  • Proven expertise (at least 7 years working experience) in quality management of health care services, health systems development, HR, health financing.

  • Must be linked to state of the art international expertise in health systems development (eg by working experience in health sector development cooperation and/or as a member of an international professional network.

  • Excellent networking and communication skills

  • Excellent command of written and spoken English

  • Good computer skills


  • Should be associated with a partner medical council in the region (e.g. India)

  • should have working experience (min. 2 years) in the development of rules/regulatory frameworks.

  • Working experience (at least two years) in medical education system (medical certification) desirable

  • Should have personal contact to a Medical Council with access to its rules and regulations / documentation.

  • If an international person is recruited, he/she should have previously worked in Afghanistan or at least in the region.

  • Regional working experience in the health sector (esp. the health sector of Afghanistan) a particular asset.

How to apply:

Submission Guidelines:

Please submit the following to

  1. Your CV on not more than 5 pages, ideally on europeaid format

  2. Your date of availability