NFT Consult Ltd Grievance Officer (Project) Jobs in Uganda

NFT Consult Ltd Grievance Officer (Project) Jobs in Uganda

Activities

The Grievance Administrator responsibilities will include;

In liaison with LSOC Manager and Social Lead, develop / update the Project Grievance Mechanism (GM) and associated grievance procedure and ensure it is appropriate to the project

Develop / update grievance forms and related communication materials to facilitate community and other stakeholder understanding of grievance management and ensure all operational field teams are equipped with grievance materials

Continuously interface with LSOC Manager, Social Lead, Head of RAP Planning and Head of RAP Implementation to ensure the GM and grievance procedures are communicated to all project operational teams and associated contractors

Conduct regular grievance training and awareness building to ensure all project operational teams and communities are aware of the Project GM

Act as the central repository for all complaints received direct through toll free number or received by Project staff and ensure all grievance data is entered into the Project ESMS tool (Borealis)

Continuously liaise, coordinate and support grievance management and resolution processes with the field-based team and ensure rigorous following up and engagement with complainants

Ensure investigations are being done or identifies the most appropriate person to undertake investigations following Project grievance procedure

When necessary, convenes the Grievance Management Committee and acts as the Secretariat for the Grievance Management Committee and facilitate the adoption of proposed remedial measures

In coordination with Project legal advisor, Social Lead and LSOC Manager, act as responsible party to coordinate Project response to grievances escalated to resolution avenues outside the project grievance mechanism

Ensure all agreed remedial measures are validated at the appropriate management level

Communicate proposed remedial measures to the complainant in writing or by the most appropriate means with the objectives of reaching mutual agreement

Ensure complainant’s agreement to the remedial measures and their implementation is documented according to the grievance management procedure

Ensure all relevant documents are archived appropriately and recorded in the database for safekeeping

Responsible for keeping the electronic grievance database up to date, including uploading all grievance communications, forms, letters, photographs and any other related grievances data

Monitor trends in grievances during project activities and trends in the perception of grievance management among affected communities and people, report any risk trends to the Social Lead and LSOC Manager

Coordinate with Project GIS team to ensure continuous overlay of grievance risk trends on project GIS

system, which will alert project operational teams in real time of active, closed, escalated grievances in operational areas

Analyse 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

Participate in Social Performance monitoring activities and ensure GM compliance as required in Project ESMP

In coordination with Social Lead and LSOC Manager ensure quarterly and annual external grievance reporting

Act as point of contact for external stakeholders who require information on Project GM

Produces weekly, monthly and quarterly grievance reports tracking the GM effectiveness, Project ability to resolve grievances in a timely manner and stakeholder perceptions of GM effectiveness

Context and environment

The job holder works under the management of the EACOP Uganda Land and Social Manager. The position is based at Kampala Headquarters.

The job holder is also accountable for demonstrating an exemplary behavior with regard to compliance and HSE rules & requirements and for implementing and controlling HSE rules for all field activities.

Accountabilities

The Grievance Administrator is responsible to ensure that grievance management activities are carried out as required by the Project Grievance Mechanism and associated procedures

The Grievance Administrator will ensure that grievance management activities are completed in compliance of the IFC Performance standards.

Qualifications and required experience

Qualifications : Bachelor degree in Social, communication, Business administration or any related subjects

Professional experience : 5 years of Data management experience.

Technical competencies : Excellent Excel and Word skills efficiency. Organization skills / Report writing and analytical skills / Computer data management.

Organizational skills

Computer and report writing skills

High level of interpersonnal skills, conflict management

Behavioral competencies : High level of interpersonal skills, organization skills, report writing, numeracy and analytical skills, computer data management.

Fluent in English (speaking, writing)

How to Apply

For more information and job application details, see; NFT Consult Ltd Grievance Officer (Project) Jobs in Uganda


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