Grievance Redress Officers

Job Summary:

I.        Challenges for PLACED GRMs

As noted in the Environmental Social Management Framework ( ESMF), access to GRMs will be a critical risk factor in the implementation of PLACED, in particular for the PLA component. As such, strong GRMs will be necessary in order to mitigate a number of social and environmental risks in PLACED.

This is particularly relevant given the challenges posed not only in terms of accessing GRMs, but in terms of the overall ability to implement them – i.e. the capacity to implement and manage effective GRMs, as well as the need for internal support for correctly implementing these processes.

II.        Existing Institutional Arrangements

The MoLSA currently has no standardized GRM, though it does manage them on a project-basis, often incorporating the preferred GRM system of project donors. The MoLSA does have a broader role in addressing complaints raised or issues identified under the Labour Law as part of which it chairs a tripartite committee intended to resolve such disputes.

As noted in the ESIA, however, capacity on this front is weak due to low numbers of labour inspectors, poor awareness of workers on their rights and ability to submit complaints, and subsequently poor data on the incidence and nature of labour violations. It also has an internal audit capacity, which should be utilized for the purposes of monitoring the performance of the project and its GRMs, though the robustness of this is undetermined and may not be sufficient for this project. Therefore, a comprehensive GRM structure has been proposed for management of overall redresses grievances related to the PLACED-Project and below are the key actors involve in the processing of the grievances:

·      Grievance Redress Unit (GRU) under PLACED project:

 Under PLACED project a well-qualified team established to handle jobseeker’s complaints. This team is responsible for coordination and managing of overall GRM issues of both PLA and CED components of PLACED Project.

·      Third Party Monitoring – Grievance Redress Mechanism (TPM-GRM) firm:

The TPM will be in charge of GRM matters and will playing a key role in collecting, resolving (if possible), categorizing channeling and providing feedback to the complainant. This firm will report to PLACED/MoLSA. 

·      Service Providers (who impalement PLA and CED components):

Service Providers (SP) will be contracted through MoLSA to assist jobseekers from enrolment to job placements and sustained employment. the SP will play a fundamental role in ensuring that beneficiaries have full awareness of the GRM and, if required, know how to gain access to it. This firm will have their own GRM to resolve and redress jobseeker’s grievances.

·      Grievance Redress Committee (GRC):

The committee will review and addresses grievances which will be raised by jobseekers; if they are not able to provide best resolution the secretary of the committee will refer complaint to relevant entity for further resolution.

·      Afghan Institutions in the UAE (Consulate and Embassy):

The Afghan Embassy and Afghan Consulate play an important role in the GRM matters under PLA component of PLACED project. These institutions will work collaboratively with TPM-GRM in the UAE to redress Afghan worker’s grievances.

·      UAE institutions:

The UAE institution such as: Tas’heel and Tawjeeh offices as well as UAE’s labor court play their customary role in resolution of disputes between migrant workers and employers as per the UAE Labor law.

III.        Scope of Work:

Grievance Redress Mechanisms (GRMs) represent a core component of managing operational risk. GRMs will be an effective tool for early identification, assessment, and resolution of complaints on project. The GRM officer roles and responsibilities includes:

Under the direct supervision of the Senior GRM Specialist, in close coordination with the Social and Environmental Specialist and overall supervision of General Project Director, the Grievance Redress Officer will carry out the following tasks.

The Grievance Redress Officer shall ensure that the main objectives of the mechanism are implemented such as: (i) the public within the project influence are aware of their rights to access the grievance redress mechanism free of administrative and legal charges; (ii) that these rights and interests are protected from poor project performance, especially of beneficiaries and/or affected persons; and (iii) concerns arising from project performance in all phases are addressed effectively. Specifically, the Grievance Redress Officer shall perform the following duties:

Skills Required:

Requires travel to provinces:

Skills Description:

a.      Good-level written and spoken English;

b.      A demonstrable interest in programs or services that help people who are socially excluded or disadvantaged;

c.       Exceptional interpersonal skills, including the ability to influence behavior;

d.      A willingness to roll up your sleeves and make things happen;

e.      Exceptional intelligence;

f.        The ability to think both creatively and analytically;

g.      An eye for detail and desire to deliver beyond expectations.

Duties & Responsibilities:

• Prepare a work plan for the GRM unit in order to address the complaints and improve the quality of project services for male and female jobseekers, client satisfaction;
• Develop the GRM implementation manual, including the GRM’s policies and procedures; translate the manual into Dari and Pashtu languages and ensure its availability at Kabul and provincial level;
• Organize the required training for the project staff and Provincial Focal Points, including Grievance Redress Committees (GRCs) at the ministry levels;
• Establish and maintain continuous communication procedures between the Unit and the UAE and Provincial Focal Points to address the complaints and comments received through the digital phone, mobile, email, fax, radio and other means of communication;
• Establish a proper feedback system for the complaints;
• Establish effective reporting systems, recording and registering of complaints and use of the data for PLACED Project future planning;
• Ensure that the information entered in the GRM system is accurate;
• Ensure the privacy of information and maintain fairness in the information collection process and transfer of information;
• Supervise and ensure quality analysis of the jobseekers grievances and provide timely written instruction/feedback for addressing the grievances;
• Support the Unit in requesting meetings with high-level Ministry officials – if needed – to resolve complex issues;
• Provide monthly, quarterly and annual reports to the Project team, each with a specific section detailing how women, in particular, are using the systems developed, and what challenges they are facing;
• Ensure the grievance related data is available in PLACED Project Electronic Management of Information System (EMIS);
• Carry out field visits in local and Provincial level when facing with challenges;
• Register all affected people in the GRM database in the target areas through broad consultation with community, to provide a detailed info of the project affected people for resolving their grievances;
• Take part in the social screening and development of ESMPs and monitor the effectiveness of the GRCs;
• Perform other tasks as directed by the PLACED General Project Director or his/her immediate supervisor

Job Location:

Qualifications:

Preferably at least a Bachelor’s degree or its equivalent with 4 years working experience, but exceptions may be made for candidates with relevant experience and outstanding academic backgrounds with very strong applications and outstanding interviews

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