KEY ACCOUNTABILITIES (not all-inclusive)
The officer will manage a database handling grievance data and take overall responsibility for developing and implementing the grievance handling system. The officer will:
Manage the project's nationwide grievance handling mechanism, including ensuring the consistent and timely logging of complaints and inquiries, advising DRD on needed further investigations, agreeing on remedial measures, responding to complaints and following up to ensure satisfaction at the village, village tract, township, state/regional and union levels;
Undertake analysis of grievance trends and conduct further assessments where data indicates unexpected variations or problems in results;
Overall management of the grievance handling unit including updates of strategies and action plan as required.
Build the capacity of DRD counterparts assigned to the grievance handling unit, report regularly to the Project Coordinator/Manager/Director, and prepare quarterly reports and other analysis as needed;
Follow up on training modules and train project staff (DRD, Township level Consultants) in monitoring and reporting on project grievances / complaints;
Organize and assist DRD staff in undertaking regular training for community facilitators and village volunteers in grievance handling;
Bachelor's degree in Social Science, Law, or other relevant discipline
Preferably additional qualifications (e.g., training; short courses) on information technology (IT) applications
5 years' professional experience preferably in programme/project monitoring and evaluation, or other experience requiring use and development of databases
Experience in IT applications such as project management information systems, statistical analysis tools, databases, etc.
Experience in capacity building (including formal training, on-the- job training, mentoring, etc.)
Preferably having extensive experience on donor financed projects
Good command of written and spoken English