Grievances Officer, 162422

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.