Communications Senior Associate – Public Relations and Outreach (GRM)

The Grievance Redressal Mechanism (GRM) Associate will be responsible to respond, verify, resolve and follow up on inquiries and complaints, monitor grievances until they are resolved, and escalate issues (including reports of Sexual Harassment (SH) and Sexual Exploitation and (SEA) to the Project Manager and relevant focal point as necessary. In order to ensure that all CfW beneficiaries and/or stakeholders comments, suggestions, concerns, and complaints are captured and handled in a professional and timely manner. The GRM associate will coordinate with the Contractor(s), UNOPS team, the Ministry of education school personnel and UNOPS management as appropriate,  in order to investigate and resolve grievance issues, In addition to the role of coordinating with other CBOs, UN agencies, and NGOs for case referral.  

Under direct supervision and overall guidance of the Project Manager, the GRM Associate is required to perform the following duties and responsibilities ensuring their effectiveness, transparency and integrity:

• Operate the project hotline during the working hours to answer queries, verify, address, and follow up on any issues/ complaints raised by the CfW beneficiaries or project stakeholders;

• Record the details of all received calls  and the needed actions taken/ to be taken in the “call log” on a daily basis. 

• Maintain records of all the received queries/ complaints and actions and update the information regularly; 

• Monitor any resolutions to grievances to ensure they are implemented and closed in a  professional and timely manner;

• Address all received / complaints in a timely manner by delegating the issue to the relevant entity and escalating to the Project Manager as needed;

• Provide weekly reports and updates on the call log and highlight any urgent actions to be taken and/ or complaints that cannot be resolved to the PM in a timely manner;

• Refer all calls on SEA to UNOPS’ PSEA focal points for further handling, while respecting confidentiality, and maintain SEA and SH reports/ records in confidential formats (encrypted) for reporting and investigation purposes;

• Draft and periodically update a GRM Manual with operating procedures and an organogram for grievance redress;

• High school diploma required. A Bachelor degree  preferably in business administration, HR, public administration, development studies, social sciences, psychology, or human rights would be an asset and may substitute for some of the required years of experience.

• With a high school degree, a minimum of 7 years experience in handling GRM, customer service and management, social work, or case management preferably within a project context.(Only 3 years of experience are required with a Bachelor degree)

• Experience of working in an international NGO, UN agency or other international technical cooperation agency is desired.

• Proven capacity to interact with a variety of stakeholders is desirable.

• Full proficiency in Arabic and English is required;

• High proficiency with computers, and other software/ platforms related to the positions field of expertise. Good experience in working with the G-Suite platform including, Google Drive, Google Calendar, Gmail, Google Sheets, Docs, and Slides.