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World Bank technical assistance to the Government of the Republic of Moldova – Ministry of Labor and Social Protection (MLSP)

Terms of Reference (ToR)

Case Management and Forced Displacement consultant based in Chisinau, Moldova

The following ToR outline the approach and scope for a short-term consultant to support World Bank activities on social protection/ case management and forced displacement monitoring in Moldova.

Background and Rationale: 

In 2023 Moldova launched the ‘RESTART’ social assistance reform. The main objective of RESTART is to address the inefficiencies and inequalities of the existing system, exacerbated by crises such as the COVID-19 pandemic, the refugee crisis, and the energy crisis. The reform includes the creation of nine territorial social assistance agencies to optimize the distribution of services, increase access to services for vulnerable groups, and provide advanced training for social workers. In addition, RESTART ensures state funding for an extended package of social services and aims to digitalize social protection processes and improve coordination among the various services, including through the introduction of case management.

Moldova has faced a significant influx of Ukrainian refugees since Russia’s invasion of Ukraine, with over 800,000 arrivals and more than 108,000 refugees remaining as of September 2023, straining its limited resources. Most refugees, primarily women and children, reside in urban areas, creating demands in labor, education, and healthcare. In response, Moldova has implemented EU-aligned temporary protection measures, to provide refugees with access to education, social services, and employment. While the government is now focusing on the socio-economic integration of refugees, challenges persist, including low school enrollment, low social-economic integration, limited housing, and difficulties in establishing businesses. The Moldovan Government also shared for public consultations a governmental decision National Plan of Phased Integration of Foreigners for 2025-2027, expected to be approved as of March 2025.

The World Bank supports efforts of the government of Moldova in facilitating such integration through the Moldova Refugee and Host Community Support Technical Assistance program. The development objective of the program is to improve national and local government policy, systems, and technical competence to effectively facilitate the socio-economic integration of refugees from Ukraine, and other foreigners entering Moldova, and to enhance social cohesion within host communities.

The program includes three components intended to complement each other in supporting primarily the Ministry of Internal Affairs (MoIA) and other related government agencies at the national and local levels, as well as the MLSP at the national level, to provide improved support to refugees and host communities while also addressing key areas of refugee need and support to foreigners in Moldova more broadly.

This includes a component on strengthening social and economic integration of refugees in host communities, including with support of civil society organizations and Local Public Administrations (LPAs); and a component on improving the capacity of MoIA and other relevant national and local government agencies to address the needs of refugees, particularly the most vulnerable.

The World Bank is also providing technical assistance to the MLSP on the operationalization of case management both within the RESTART reform and the guaranteed minimum income program Ajutor Social.

Within the RESTART framework, Moldova is introducing a case management model where people are brought into case management directly at a front office. The Ministry of Labor and Social Protection (MLSP)’s objective is to reduce bureaucracy, standardize assessment methodologies, digitalize processes, and improve data collection and monitoring. The MLSP has identified five pre-defined “tracks” of vulnerability for citizens that request services at the local level. These are: 1) child protection; 2) gender-based violence; 3) poverty; 4) social exclusion (minorities, disability, elderly, homeless persons); and 5) refugees.

The RESTART team is currently receiving support for its work from the Case Compass team at the World Bank, which focuses on transferring learnings gained implementing case management reforms internationally to other countries. The World Bank technical assistance focuses on supporting the MLSP in designing streamlined case management processes that are tailored to the local context and can improve the capacity of the social protection system in providing social services to poor and vulnerable persons, including refugees and temporary protection holders in need of assistance.

Simultaneously, the Case Compass team and the Social Protection team at the World Bank are helping MLSP reform the Ajutor Social minimum income program into a cash-plus program. The reform will introduce case management as a conditionality of Ajutor Social, so that beneficiaries receive not just a cash benefit, but also get linked to the social and employment services they need while receiving individualized support. Since this project and the RESTART reform are happening in parallel, their dual focus on operationalizing case management means work undertaken in one will necessarily affect work undertaken in the other. Therefore, knowledge of both contexts and coordination between the two will be essential to successfully implementing any changes for the work affecting refugees.

Objective of Assignment:

In this context, the World Bank is looking for a local case management expert to support the team in two main streams of activities related to:

1. Supporting the MLSP in designing streamlined case management processes within the RESTART reform that are tailored to the local context and can improve the capacity of the social protection system in providing social services to poor and vulnerable persons, including refugees and other displaced persons in need of assistance.
2. Operationalizing case management for those enrolled in the Ajutor Social and facilitating its transition to a cash-plus program (Ajutor Social Plus).

The Consultant will support the MLSP as it undertakes reforms to the provision of social services in Moldova. The Consultant will collaborate with a team in MLSP that is implementing the RESTART reform.

The Consultant will work in constant coordination with the World Bank Case Compass team of case management experts and with the World Bank Social Protection and Social Development teams working on Moldova.

Scope of the work and main tasks of the assignment:

The main tasks the consultant will be required to conduct will include, but may not be limited to:

• Support the review of case management business processes and provide options based on international good practices, addressing both refugees and host communities.
• Support strengthening linkages between placement centers for temporary protection holders/refugees and public social services provided at local level.
• Support MLSP in the implementation of the social protection actions from the 2025-2027 National Plan of phased integration of foreigners; support also the MLSP and the WB in any relevant data monitoring regarding refugees social-economic integration and social protection.
• Monitor the situation with the social services provision and financing in Chisinau and Gagauzia, providing recommendations as needed.
• Support the design and development of case management tools, including intake and assessment forms, intervention plan, referral forms and case closure.
• Support the development of case management guidelines (procedural manuals, case studies, etc.).
• Provide feedback on TORs for IT developers working in the digitalization of the case management processes.
• Provide inputs on the training for social workers on the new case management methodology, including addressing the needs of asylum seekers, refugees, and temporary protection holders.
• Coordinate linkages between case management in MLSP’s RESTART reform and case management in Ajutor Social.
• Attend relevant meetings on RESTART reform and Ajutor Social, prepare briefings, mission reports, ensuring coordination and progress reporting on the project activities.
• Other activities and deliverables related to case management and the implementation of the RESTART reform and Ajutor Social Plus, to be agreed with the task team leader as needs emerge.

Qualifications/selection criteria:

The ideal candidate should have:

• Advanced degree in social work, economics, or social sciences.
• Minimum of 5 years of experience in social protection policy analysis, relevant similar support work in government reforms in social-economic policy areas and/ or project management. Previous experience with case management for social work or relevant support to the Ministry of Labor and Social Protection is a strong plus.
• Demonstrated experience working with government agencies, international organizations, or NGOs, particularly in the areas of migration, asylum, and refugee support in the context of social protection.
• In-depth understanding of the socio-political context of Moldova, particularly regarding migration issues, refugee issues, and social protection issues.
• Excellent interpersonal, verbal, and written communication skills, with the ability to liaise effectively with government officials, development partners, and other stakeholders.
• Strong coordination skills to manage relationships between various project partners and ensure alignment of activities.
• Demonstrated project management skills, with experience overseeing the implementation of activities on the ground.
• Ability to monitor project progress, identify issues, and provide solutions.
• Experience in monitoring other consultants and consulting firms, ensuring they meet project objectives and deliverables.
• Ability to work independently and as part of a team.
• Fluency in English and Romanian is required.

Work arrangements, supervision and reporting

The consultant will report to Francesco Cenedese and will coordinate closely with other team members including the Case Compass team and the World Bank Social Development team working in Moldova on the Refugee and Host Community Support Program. The consultant will also ensure regular communication and coordination updates between MLSP, and the World Bank teams, and coordinate with MIA as needed to ensure alignment with the Ministry’s policy and operational needs.

Contract duration

This assignment is based in Chisinau, Moldova and will cover the period from March 2025 until June 30, 2025, with the possibility of renewal, based on satisfactory performance. The team expects to need the consultant’s services for a period of up to 60 days over this period. Contingent upon satisfactory performance and program needs, the consultant could be offered an additional contract of up to 150 days for the period from July 2025 to June 2026.

Deadline for applications: March 7, 2025

Interested candidates please email your expression of interest (maximum 1 page long) describing why you fit the role, along your CV/resume. Please send your package via email to Carina Soric, csoric@worldbank.org.

Only short-listed candidates will be contacted.