Psychological First Aid (PFA) Service Provider – External Consultant

Project: CBPF-YEM-25-S-NGO-37724 | Integrated CCCM Response for IDP Sites in Al Khukhah District
Implementing Partner: DEEM Organization |
Funding: Yemen Humanitarian Fund (YHF) – 2nd Standard Allocation 2025
Duration: 9 Months (June 2026 – February 2027) |
Location: Remote/Field-based, Al Hudaydah Governorate (IRG areas)

Service Details

• Service Title: Psychological First Aid (PFA) Service Provider – External Consultant
• Duty Station: Remote/Home-based field visits to Al Khukhah District as needed 
• Reports To: MEAL Officer (technical); CCCM Program Manager (administrative)
• Contract Type: Service Contract / Per-Case Basis, 9 months (renewable based on performance & funding)
• Compensation: USD 25 per completed PFA case (max 74 cases); paid upon verification of deliverables
• Estimated Workload: Flexible; average 2–4 cases/month; urgent referrals may require rapid response within 48–72 hours
• Travel Requirement: Minimal; field visits only if remote support is insufficient and security permits (pre-approved by DEEM)

1. Background & Context

DEEM Organization is implementing a 9-month CCCM intervention across 27 IDP sites in Al Khukhah District, Al Hudaydah Governorate (IRG areas), targeting approximately 47,198 displaced individuals (59% children). The project strengthens site management, community participation, accountability mechanisms, and protection mainstreaming in line with CCCM Cluster standards and YHF requirements.
As part of the project's accountability and protection response, a Complaints and Feedback Mechanism (CFM) and routine CCCM monitoring will identify vulnerable individuals—particularly women, girls, and persons with specific needs—who require immediate, low-intensity psychosocial support. Rather than establishing an internal case management unit, DEEM will engage a qualified external PFA provider to deliver timely, ethical, and confidential first-line support, with clear referral pathways for cases requiring specialized care.
This TOR outlines the scope, expectations, and safeguards for the PFA Service Provider to ensure alignment with humanitarian principles, do-no-harm standards, and DEEM's accountability commitments.

2. Purpose of the Service

• - To provide confidential, culturally sensitive, and trauma-informed Psychological First Aid (PFA) to vulnerable individuals identified through CCCM monitoring and CFM channels in Al Khukhah District. The service aims to:
• - Reduce acute distress and strengthen coping mechanisms among affected individuals.
• - Ensure safe, ethical, and rights-based first-line psychosocial support prioritizing women, girls, and marginalized groups.
• - Facilitate appropriate referrals to specialized protection, health, or GBV services when needed.
• - Contribute to DEEM's broader accountability and protection mainstreaming objectives under YHF.

3. Scope of Work & Key Responsibilities

A. Case Intake & Triage

• - Receive referral requests from DEEM's CCCM Team Leaders, Community Engagement Assistants, or MEAL Officer via secure, pre-agreed channels (encrypted email/WhatsApp).
• - Review referral forms (non-sensitive summary only) to assess urgency, consent status, and appropriateness for PFA versus specialized referral.
• - Confirm beneficiary consent and preferred communication modality (phone call, secure video, or in-person if feasible and safe) before initiating contact.

B. PFA Delivery (Per IASC/WHO Guidelines)

• - Provide one to three short sessions (30–45 minutes each) of Psychological First Aid per case, using evidence-based, non-clinical approaches aligned with:
• - IASC Guidelines on Mental Health and Psychosocial Support in Emergency Settings
• - WHO Psychological First Aid: Guide for Field Workers
• - DEEM's Protection Mainstreaming and PSEA Policies
• - Core PFA actions include:
• - Look: Assess safety, immediate needs, and distress level.
• - Listen: Provide empathetic, non-judgmental listening; validate experiences.
• - Link: Connect individuals to practical support, social networks, and specialized services as needed.
• - Prioritize safety, dignity, confidentiality, and cultural humility in all interactions; adapt communication to local dialects, gender norms, and accessibility needs.

C. Documentation & Reporting

• Complete a standardized, anonymized PFA session log for each case (template provided by DEEM), capturing:
• Date, duration, and modality of session(s)
• Presenting concerns (non-sensitive summary)
• PFA actions taken and coping strategies reinforced
• Referrals made (service type only; no personal identifiers)
• Beneficiary feedback on support received (optional, with consent)
• Submit session logs to the MEAL Officer within 48 hours of session completion.
• Flag any urgent protection risks (e.g., imminent harm, GBV disclosure, child safety concerns) immediately to the DEEM PSEA Focal Point via secure channel—without including identifying details in written logs.

D. Referral Coordination & "Closing the Loop"

• Maintain an updated directory of specialized service providers in Al Hudaydah/West Coast Yemen (Protection, GBV, Health, Child Protection) for warm referrals when PFA is insufficient.
• Coordinate with DEEM's CCCM Officer to ensure referrals are actioned and follow-up is documented in the project's non-sensitive referral tracker.
• Support "closing the loop" by confirming (with beneficiary consent) whether referred services were accessed and whether additional support is needed.

E. Quality Assurance & Learning

• Participate in monthly virtual check-ins with DEEM's MEAL Officer to review case trends, challenges, and adaptive improvements.
• Contribute anonymized insights to quarterly program reviews (e.g., common stressors, barriers to access, community perceptions of support).
• Adhere to DEEM's feedback mechanisms: welcome constructive input from beneficiaries and staff to strengthen service quality.

4. Deliverables & Payment Schedule 

5. Qualifications & Experience Requirements

Essential

• Certified training in Psychological First Aid (PFA) from a recognized institution (e.g., WHO, IFRC, UNHCR, or accredited university).
• Minimum 2 years of experience providing psychosocial support in humanitarian or displacement contexts, preferably in Yemen or the Middle East.
• Demonstrated knowledge of IASC MHPSS Guidelines, PSEA principles, confidentiality protocols, and referral pathway management.
• Fluency in Arabic (native) with ability to communicate empathetically across diverse genders, ages, and cultural backgrounds; functional English for reporting.
• Ability to work remotely with reliable internet/phone access; flexibility to respond to urgent referrals within 48–72 hours.

Desirable

• Experience working with IDP/refugee communities, GBV survivors, or children in emergencies.
• Training in trauma-informed care, active listening, crisis de-escalation, or basic counseling skills.
• Familiarity with Yemen's humanitarian architecture, local service mapping in Al Hudaydah/West Coast, or CCCM/Protection cluster coordination.
• Previous engagement with UN agencies, INGOs, or YHF-funded projects.

6. Technical & Ethical Competencies

7. Safeguards & Compliance Requirements

✅ Mandatory Pre-Service Orientation: Selected provider must complete DEEM's virtual orientation on:

• DEEM's Code of Conduct, PSEA Policy, and Data Protection Protocol
• Project-specific referral pathways and escalation matrix
• Secure communication tools and anonymization standards

✅ Confidentiality Agreement: Signed declaration prohibiting sharing of beneficiary information, session content, or project data with third parties.
✅ No Dual Relationships: Provider must disclose any prior/familial connections to target communities to avoid conflicts of interest.
✅ Well-being Support: DEEM will offer optional debriefing sessions for the provider to process challenging cases and prevent burnout.
✅ Termination Clause: Immediate contract suspension for breaches of PSEA, confidentiality, or ethical standards.

8. Coordination & Reporting Lines

• Weekly: Secure referral intake via encrypted channel (as needed)
• Monthly: Virtual coordination call with MEAL Officer + CCCM Officer
• Quarterly: Contribute to adaptive management review (anonymized insights only)

9. Application & Selection Process

• Interested qualified individuals/organizations should submit:
• Technical Proposal (max 3 pages):
• Summary of PFA training/certifications
• Relevant humanitarian psychosocial experience (with examples)
• Approach to ethical, confidential, and culturally sensitive PFA delivery in Yemen

Financial Proposal:

• Confirmation of acceptance of USD 25/case rate (max 74 cases)
• Payment details (bank/mobile wallet)