Grievance Redress Mechanism (GRM) Officer

The GRM Officer will serve as the focal point and coordinator for MoSA NPTP’s grievance redress mechanism. The Officer’s key roles are to systematically capture community complaints and concerns, address issues that can be readily resolved, refer issues to a complaint owner within the program when substantive expertise is necessary, and follow up with both the complaint owner and community member(s) to ensure that the issue is resolved in a fair and timely manner. To achieve this, the GRM Officer will necessarily work in close coordination with NPTP staff and stakeholders to develop and pilot day-to-day procedures for effectively operating MoSA’s grievance redress system. The Officer will also work to strengthen communications and awareness around the improved grievance redress mechanism.

The GRM Officer’s roles and responsibilities necessarily include:

• Managing the grievance redress mechanism and the GRM team
  • Receive community complaints and concerns and record them in a database.
  • Resolve complaints and concerns as appropriate.
  • Assign complaints that cannot be resolved by the Grievance Officer to a complaint owner within the program. Note: A complaint owner is responsible for investigating and resolving complaints, and could either be the GRM Officer if the complaint can be resolved with limited additional information expertise or resources; or a substantive expert, such as a staff member from the area of operations implicated by the complaint, if the complaint cannot be easily or quickly resolved by the GRM Officer.
  • Follow up with complaint owners to ensure complaint resolution is advancing in a timely manner and using a fair process.
  • Update complaint information in the database regularly.
  • Review complaints regularly and close them out when appropriate.
  • Monitor any resolutions to grievances to ensure they are implemented.
  • Prepare periodic reports on the grievance redress mechanism

• Engaging with stakeholders
  • Provide information about the grievance mechanism to community stakeholders.
  • Inform management of concerns and complaints received by the grievance mechanism.
  • Work with program staff to notify community members of activities that may lead to community concerns or complaints before the program undertakes the activities.
  • Work with staff tasked with community engagement (e.g. field staff) to understand community issues before, during, and after community engagement
• Institutionalizing the grievance redress mechanism
  • Draft and periodically update a GRM Manual with operating procedures and an organogram for grievance redress
  • Train pertinent staff on grievance redress procedures