Job Description

Responsibilities:

• Acts as central repository for all complaints received direct through toll free number or received by Project staff and contractors, enters complaints into the database according to information contained in the grievance forms.
  
• Undertakes investigations or identifies the most appropriate person to undertake investigations to establish the validity of the grievance, and determines the nature, extent and causes of the alleged harm and any other information relevant to each grievance.
  
• Identifies or facilitates the process of identifying appropriate remedial measures.
  
• When necessary, convenes the Grievance Management Committee and presents proposed remedial measures to its members for approval.
  
• Acts as the Secretariat for the Grievance Management Committee.
  
• Ensures all agreed remedial measures are validated at the appropriate management level.
  
• Communicates proposed remedial measures to the complainant in writing or by the most appropriate means with the objectives of reaching mutual agreement.
  
• Ensures complainant’s agreement to the remedial measures and their implementation is documented according to the grievance management procedure.
  
• Ensures all relevant documents are archived appropriately and recorded in the database for safekeeping for 10 years or longer depending on applicable laws.
  
• Maintains a grievance tracking database, in compliance with local regulations pertaining to the protection of personal data.
  
• Produces monthly grievance management reports (during preconstruction) and weekly dashboard as part of the overall LSOC reporting.
  
• Monitors trends in grievances as the procedure is implemented and trends in the perception of grievance management among affected communities and people.
  
• Analyses the origin of grievances at regular intervals, in order to assist the Project in defining the criteria for improving the operating procedures that generated these complaints.
  
• As a field-based team becomes established, oversees the activities of field based grievance officers.
  
• Builds capacity and understanding through training and coaching within the organization teams and Contractors when pertinent, of the relevant standards and good practices required for grievance management.
  
• Revises the grievance procedure for the construction phase integrating lessons learned during its deployment during the preconstruction phase and adapting to the construction context. Modifies the grievance form accordingly.
  
• Develops or revises the grievance leaflet and other grievance related communication materials to facilitate community and other stakeholder understanding of grievance management.
  
  

Requirements:

• Creativity, open-mindedness, leadership skills, flexibility essential.
  
• Strong team player with maturity to build effective partnerships across corporate and cultural divides.
  
• Excellent computer and database management skills.
  
• Fluency in English (written and spoken) and Kiswahili essential, other relevant local languages an advantage.
  
• High integrity, capacity to listen, to dialogue essential. Superior negotiations and conflict management skills.