PHC Communication & Grievance Officer, Lebanon - MoPH Based

JOB SUMMARY  

The Communication and Grievance Officer is responsible for developing and implementing communication strategies, in addition to managing and resolving grievances and complaints related to the services provided, to enhance the public image and reputation of the Primary Health Care (PHC) Department within the Ministry of Public Health (MoPH). 

The role involves crafting clear and effective communication messages, managing media relations, and ensuring timely dissemination of information to both internal and external stakeholders. Also, it involves implementing a fair and transparent grievance resolution process, maintaining records of grievances, and providing recommendations for continuous improvement.

To perform this job successfully, an individual must be able to perform each essential function with or without reasonable accommodation.

MAIN TASKS AND RESPONSIBILITIES

•    Develop a comprehensive communication strategy aligned with the goals and objectives of the Primary Health Care Department. 
•    Create, disseminate, and coordinate internal and external communications, including press releases, newsletters, and social media updates. 
•    Identify key messages and target audiences to effectively communicate departmental initiatives and achievements. 
•    Establish and maintain strong relationships with media outlets. 
•    Act as the department's spokesperson and handle media inquiries promptly and professionally. 
•    Create engaging content for press releases, articles, website updates, and social media platforms. 
•    Ensure consistency in messaging and branding across all communication channels. 
•    Facilitate effective communication within the department, ensuring that all staff are informed about relevant updates and initiatives. 
•    Collaborate with other departments to coordinate internal communications on cross-functional projects.
•    Develop and maintain a crisis communication plan to address potential issues promptly and effectively. 
•    Act as a key contact person during crisis, providing accurate and timely information to the public and media. 
•    Monitor media coverage and public sentiment related to the department.
•    Evaluate the effectiveness of communication strategies and adjust as needed. 
•    Develop a quarterly Newsletter. 
•    Perform patient experience assessment phone calls to beneficiaries of the PHC centers and immunization outlets to ensure compliance with the patient centered approach and MoPH directives in the provision of care.
•    Recording and following up on the resolution of any grievances communicated by the beneficiaries during the patient experience phone calls.
•    Train healthcare workers at the healthcare centers on complaints handling SOPs. 
•    Update complaints handling manual and standards operating procedures (SOPs) 
•    Receive complaints/comments/suggestions through MoPH complaints/grievance uptake channels (hotline, phone calls, website, mobile app) 
•    Follow up on complaints handling process from ticket opening to closure (contacting the complainant, contacting the primary healthcare center, coordinating with MOPH team) 
•    Liaise with the MoPH hotline on following up with the complaints. 
•    Ensure the documentation of the complaints handling process through managing a database of complaints (date of complaint, contact info of complainant, complaint uptake channel, category of complaint, mode of resolution.) Follow-up on citizen engagement at the level of the primary healthcare centers 
•    Conduct regular visits to primary healthcare centers to assess the grievance redress system work- flow and implementation.
•    Conduct site/field visits to primary healthcare centers to assess the complaints handling mechanism at the centers and provide technical support and coaching. 
•    Help develop communication material to promote the complaints uptake channels including posters and complaints forms. 
•    Monitor complaints for trends, patterns and systemic/design errors in the project and provide recommendations. 
•    Develop regular progress reports on grievances with a focus on key performance indicators (KPIs) 
•    Help and direct developing and updating an online grievance redress system for MoPH. 
•    Conduct training sessions to educate staff on the grievance resolution process and the importance of prompt and effective resolution. 
•    Other administrative tasks as requested by the Head of the PHC department.
•    Perform other duties as assigned. The duties and responsibilities listed in this document are representative of the nature and level of work assigned and not necessarily all inclusive.

JOB REQUIREMENTS *

MINIMUM QUALIFICATIONS
•    Bachelor’s degree in communications, social work, public administration, public relations, or a related discipline. 
•    Minimum of 3 years of experience in a similar role, preferably in a healthcare or public sector environment. 
•    Strong written and verbal communication skills in Arabic and English are required. 
•    Knowledge of communication tools and platforms. 
•    Strong interpersonal and communication skills. 
•    Ability to work independently and as a team member, take initiative, meet deadlines, and maintain flexibility. 
•    Knowledge of primary healthcare service delivery processes. 
•    Other administrative tasks as requested by the Head of the PHC department. 

These terms of reference outline the key responsibilities and qualifications for the Communication and Grievance Officer role within the Ministry of Public Health - Primary Health Care Department. The individuals appointed to these positions are expected to contribute to the effective communication and grievance resolution processes of the department.

ADDITIONAL TECHNICAL OR LANGUAGE REQUIREMENTS

Please note, for Lebanon-based roles, we are only able to accept applications from candidates who are eligible to work in Lebanon. Since the position is a national role, we are unable to progress applications that would require sponsorship

Code of Conduct

As applicable to this position, an individual must promote and encourage a culture of compliance and ethics throughout the organization and maintain a clear understanding of International Medical Corps’ and donor compliance and ethics standards and adheres to those standards. Staff are also responsible for preventing violations to our Code of Conduct and Ethics, which may involve Conflicts of Interest, Fraud, Corruption or Harassment. If you see, hear or are made aware of any violations to the Code of Conduct and Ethics or Safeguarding Policy, you have an obligation to report. If this is a supervisory position, one must set an example of ethical behavior through one’s own conduct and oversight of the work of others; ensure that those who report to you have sufficient knowledge and resources to follow the standards outlined in the Code of Conduct & Ethics; monitor compliance of the people you supervise; enforce the Code of Conduct & Ethics and International Medical Corps’ policies, including the Safeguarding Policy and the Protection from Harassment, Bullying and Sexual Misconduct in the Workplace Policy, consistently and fairly; support employees who in good faith raise questions or concerns.

Safeguarding

It is all staff shared responsibility and obligation to safeguard and protect populations with whom we work, including adults who may be particularly vulnerable and children. This includes safeguarding from the following conduct by our staff or partners: sexual exploitation and abuse; exploitation, neglect, or abuse of children, adults at risk, or LGBTI individuals; and any form of trafficking in persons.

Equal Opportunities

International Medical Corps is proud to provide equal employment opportunities to all employees and qualified applicants without regard to race, color, religion, sex, sexual orientation, national or ethnic origin, age, disability or status as a veteran.

Misconduct Disclosure Scheme

All offers of employment at International Medical Corps are subject to satisfactory references and background checks. International Medical Corps participates in the Inter-Agency Misconduct Disclosure Scheme from the Steering Committee for Humanitarian Response (SCHR). In accordance with this, we will request information from an applicant’s previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during employment, or incidents under investigation when the applicant left employment. By submitting an application, the job applicant confirms his/her understanding of these recruitment procedures.