Grievances Officer

Manages end-to-end the petitions/complaints process, ensuring that adequate study, fair recommendation and written reply to the petitioner’s request have been met within quality standards and time frames as well as provides evidence and materials to support his/her recommendations;

Participates in defusing tense situations that might arise in association with complex petitions/issues; manages any escalated petitions/ complaints in an appropriate and professional manner;

Reports on petitions/complaints types, volumes, trends, causes, etc., for executive management; maintains and updates electronic and manual correspondence of petitions for quality assurance documentation;

Undertakes analysis of the root causes of petitions/complaints, using it as an impetus to drive continuous improvement policies, processes and procedures;

Assesses and oversees the implementation of preventative actions of received petitions/complaints;

Compiles annual reports including analyzing complaints/queries, highlighting trends and recurring issues facing staff members and Palestine Refugees;

As appropriate, liaises with internal partners such as Department  Heads in matters affecting Agency operations;

Performs such other duties as may be assigned