Grievance Mechanism Coordinator (m/f)

Duties

• To support the design and lead the implementation of the company's
• Operational Grievance Mechanism (OGM)
• To promote amicable solutions to complaints/grievances relating to the company's (and its contractor) activities
• To manage complaints/grievances in a culturally sensitive, timely and consistent manner that reflects the company's broader commitment to transparency and accountability as a basis for earning the confidence of local stakeholders
• Provide a reliable point of contact for community and individual complaints and grievances and ensure an outcome in accordance with the established procedure, including:
• Preparing documentation of all complaints and grievances that result from the activities of the company, its employees, and its contractors
• Conducting first level investigation of claims and pursue resolution to the satisfaction of all parties
• Referring as necessary complaints/grievances to the Resolving Coordinator of the functional areas associated with the complaint
• Referring complaints/grievances to the Independent Investigators/International Panel for complaints of amore complex or human rights nature
• Propose guidance to the Independent Panel regarding the range of outcomes that may be available
• Maintain the grievance related documentation with the rigor required so that documentation can be demonstrated in the event a case gets to the courts
• Ensure that cordial relations are maintained with the local authorities involved in the grievance investigation process
• Maintain ongoing communication with third party groups investigating claims to encourage them to expedite processing of cases
• Undertake education programs within the stakeholder communities, regulatory agencies and with civil society groups (both local, national, and where needed international) to ensure complete understanding of the OGM
• Pursue options for local stakeholders to inform the way the grievance mechanism functions, building its credibility and effectiveness as a relations-building tool
• Undertake education programs for the company's staff and (sub) contractor employees to ensure complete understanding of the complaint and grievance procedures
• Develop an induction module for the company's staff and (sub) contractor employees aimed at complaint and grievance prevention (behavioral guidelines etc.)
• Liaise with other sites regarding grievance resolution to ensure consistency and to share lessons learned

Requisites

• University degree (social science, psychology, public relations, geography, international development, human right)
• Training in Conflict Management, Human Rights, and Indigenous Peoples Rights
• Experience in Integrated Management systems

Notes

• Only shortlisted applicants will be contacted