VillageReach

Non-profit innovator advancing last-mile health delivery

USSD Consultant

Backend EngineeringConfirmed live in the last 24 hours

Full-timeNo salary listed

About the Job

Requirements

Experience deploying USSD in Malawi, including familiarity with USSD platforms and mobile operator integration.
Ability to design for low-literacy users.
Experience integrating USSD logs with external data warehouses using REST APIs.
Understanding of SRHR data sensitivity and privacy.
Ability to provide 24 months of ongoing technical support and reporting.

Responsibilities

Configure a USSD platform to use short code 54747 and coordinate with TNM and Airtel.
Design primary Information and Feedback menu paths, with screens of no more than 182 characters, number-driven navigation, a main-menu option on every screen, and no more than four levels.
Include the specified referral message, “For urgent help, dial 54747,” without a callback requirement.
Log each USSD session, including its start, choices, completion, and drop-off, and push the logs through an API to VillageReach’s central data warehouse.
Apply low-literacy design rules, including no scrolling, repeating the main menu, and using numbers rather than words.
Conduct user acceptance testing with at least 20 feature-phone users in Lilongwe and Balaka; VillageReach organizes participants and the consultant facilitates testing.
Provide ongoing system management and maintenance for 24 months after go-live.
Submit monthly uptime reports with a target of at least 99% uptime.
Respond to technical issues within four hours during working hours, 8 a.m. to 5 p.m. Malawi time.
Update menu content as requested, with up to four updates per 12 months included; additional updates are billed separately.
Monitor USSD session logs and provide monthly usage reports covering total sessions, completion rates, top menu paths, and feedback reports.
Coordinate directly with TNM and Airtel for short-code maintenance.
Submit a USSD menu logic and wireframe or mockup for approval in Week 1.
Complete user testing with at least 20 users and refine the menu based on feedback by Week 3.
Launch the USSD service in Lilongwe and Balaka and ensure the data pipeline is operational by Week 4.
Train VillageReach on workflow creation and log monitoring, and provide a maintenance guide by Week 4.
Submit monthly uptime and usage reports by the fifth day of the following month.
Submit a final service completion report at the end of Month 24.

Desired Qualifications

Demonstrate a technical approach and methodology, including a wireframe or prototype demonstration.
Provide relevant experience and team qualifications.
Submit a financial proposal demonstrating value for money over 24 months.
Provide a data privacy and security plan.

USSD Consultant

VillageReach · Lilongwe, Malawi · Contract · Posted 2026-05-20

Workplace: on_site

Department: Malawi

Description

Terms of Reference (TOR): USSD Consultant

1. Background

VillageReach is implementing the CHOICE Project (2025‑2028) funded by Global Affairs Canada and Oxfam Canada (CAG)in Malawi. As part of the Digital Innovation component, a USSD module is required to reach feature‑phone users with no internet access in Balaka and Lilongwe, Malawi. An existing short code (54747) is available.

2. Scope of Work

Consultant will design, deploy, and manage a low‑literacy‑friendly USSD menu that provides SRHR information and a feedback reporting mechanism, using the existing CCPF short code (54747). The system will operate for 24 months following go‑live.

3. Key responsibilities:

a) Technical Setup (4 weeks from contract signing):

- Configure USSD platform of Consultant’s choice to use short code 54747 (coordinate with TNM and Airtel).

- Design two primary menu paths: Information and Feedback.

- Each screen ≤182 characters; number‑driven navigation; “99. Main menu” on every screen; max 4 levels deep.

- Include referral message: “For urgent help, dial 54747” (no callback required).

b) Integration & Data Flow:

- Log every USSD session (start, choices, completion, drop‑off) and push via API to VillageReach’s central data warehouse (endpoints provided).

c) Low‑Literacy Design & Testing:

- Apply design rules (no scrolling, repeat main menu, numbers not words).

- Conduct user acceptance testing with ≥20 feature‑phone users in Lilongwe and Balaka (VillageReach organises participants; Consultant facilitates testing).

d) Ongoing Management & Maintenance (24 months after go‑live):

- Monthly uptime reporting (target ≥99%).

- Respond to technical issues within 4 hours during working hours (8am‑5pm Malawi time).

- Update menu content as requested (up to 4 updates per 12 months included; additional updates billed separately).

- Monitor USSD session logs and provide monthly usage reports (total sessions, completion rates, top menu paths, feedback reports).

- Coordinate directly with TNM and Airtel for short code maintenance.

4. Task & Due Dates

Menu Prototype & Wireframe
Description: Submit USSD menu logic and wireframe/mockup for approval.
Due Date: Week 1
UAT Completion
Description: Complete testing with at least 20 users and refine the menu based on feedback.
Due Date: Week 3
Go Live & Integration
Description: Launch USSD service in Lilongwe and Balaka and ensure the data pipeline is operational.
Due Date: Week 4
Training & Handover
Description: Conduct training for VillageReach on workflow creation and log monitoring, and provide a maintenance guide.
Due Date: Week 4
Monthly Reports
Description: Submit uptime and usage reports.
Due Date: Monthly, by the 5th day of the following month
24-Month Completion Report
Description: Submit final service completion report.
Due Date: End of Month 24

Requirements

5. Qualifications & Evaluation Requirements (from the original Terms of Reference)

Shortlisted Consultants were required to demonstrate:

- Experience deploying USSD in Malawi (familiarity with USSD platforms and mobile operator integration).

- Proven ability to design for low‑literacy users.

- Experience integrating USSD logs with external data warehouses (REST APIs).

- Understanding of SRHR data sensitivity and privacy.

- Ability to provide 24 months of ongoing technical support and reporting.

6. Application & Evaluation Criteria

Consultants submitted technical and financial proposals. Evaluation weighting:

- Technical approach & methodology (including wireframe/prototype demo)

- Relevant experience & team qualifications

- Financial proposal (value for money over 24 months)

- Data privacy & security plan

Applications will be received and reviewed on a rolling basis until Thursday, 28 May 2026, close of business (COB).

Apply

Apply at VillageReach

About the Company

VillageReach

Non-profit innovator advancing last-mile health delivery

VillageReach is a non-profit global health innovator that develops, tests, implements and scales new solutions to critical health system challenges in low-resource environments, with a focus on the “last mile” of healthcare delivery. It blends public health, technology, and business know-how to bring life-saving systems, programs, and technologies to scale in the world’s most underserved communities. The company’s approach starts with understanding local health systems, building strong on-the-ground relationships, and leveraging diverse skills to overcome barriers such as limited healthcare access, weak infrastructure, poor information flow, and shortages of health workers. The goal is to create sustainable, scalable improvements that improve health outcomes for people in LMICs.

Company size: 201-500
Company stage: Grant
Total funding: $8.7M
Headquarters: Seattle, WA
Founded: 2001

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