ToR for Grievance, Redressal Mechanism GRM Officer

The role:

GRM Officer is based in APWDO Kunar field office and will be responsible for overall setting of Grievance Redressal Mechanism (GRM) for the project and making sure the GRM are established and applied through the implementation of the project. S/he will be mainly responsible handling, respond and resolving complaints under MCCT, managing grievances, update the GRM database in timely manner, stakeholders’ consultation and information disclosure, coordination with UNICEF relevant GRM system and team. Establish, publicize, maintain and operate an accessible grievance mechanism to receive and facilitate resolution of concerns and grievances in relation to the project, promptly and effectively in a transparent manner that is culturally appropriate and readily accessible to all project affected people, at no cost and without retribution including concerns and grievances filed anonymously in consistent manner.

Key Responsiblities:

• Make sure the GRM system, procedure and processes are functional within the MCCT project and throughout the implementation of the MCCT project.
• Follow the specified grievance mechanism process when responding to complaints and systematically record activities related to each complaint.
• Make sure the required GRM system, formats, manual and guidelines are designed and available for relevant people.
• Make sure the grievance mechanism is equipped to receive, register and facilitate the resolution of SEA complaints including through the referral of survivors to relevant to gender-based violence service providers, all in safe, confidential, nondiscrimination, respect access to services and survivor-centered manner.
• Make sure the project staff and beneficiaries are aware of the GRM objective and its working process.
• Prepare and conduct capacity building of the GRM mechanism, its process and use of the system through out of the MCCT project implementation.
• Monitor the complaints process, registration, analyses, process, responses, feedback and reporting of GRM during the project implementation.
• Prepare required reports on GRM process and about the number of complaints and the actions which are taken by project implementers and send to UNICEF.
• Ensure that closure activities are documented and communicated to complainants.
• Mobilize the local communities, community elders and beneficiaries and provide them with awareness’s regarding the GRM mechanism.
• Prepare weekly, monthly, quarterly, semiannual and annual analytical Grievance Mechanism GRM reports.
• Provide insights and recommendations based on trends and patterns identified in the grievance data.
• Conduct other relevant project tasks assigned by the Project Manager.