Summary
Date Posted: Monday, November 11 2024, Base Salary: Not Disclosed

JOB DETAILS:
Job Summary
The Grievance Redress Mechanism Specialist will be responsible for providing expert guidance on social issues, mitigate social risks, and enhance project outcomes through inclusive and sustainable approaches including protecting beneficiaries’ rights, improving project performance and ensuring that issues such as exclusion or service delays are quickly addressed.

Duties And Responsibilities
• Ensure compliance with national laws, donor requirements, and international best practices related to social safeguards.
• Assess potential social impacts and risks associated with project activities.
• Develop and implement social safeguard documents
• Develop and implement a structured grievance redress system tailored to the SCT programme.
• Ensure the system is accessible, user-friendly, and culturally appropriate for the beneficiaries.
• Ensure that multiple channels (e.g. hotline, in-person, digital) for grievance reporting are available. including receiving, recording, investigating, resolving, and reporting grievances.
• Receive, register, and acknowledge grievances related to the SCT program.
• Classify and prioritize grievances for resolution based on urgency and type (e.g. eligibility. payment delays, exclusion errors)
• Facilitate timely and effective resolution of grievances by coordinating with project staff and relevant authorities.
• Track and document grievances and resolutions, ensuring that the information is stored securely.
• Analyze grievance trends to identify systemic issues and propose corrective actions.
• Prepare regular reports on grievances, including the number of grievances, types, resolution status, and timeliness of resolution.
• Ensure timely and appropriate responses to grievances, escalating complex cases to senior management as needed.
• Work closely with the M&E Specialist to track grievance-related data and produce regular reports on the effectiveness of the GRM
• Monitor the effectiveness of the GRM and GBV prevention mechanisms through regular feedback from beneficiaries and other stakeholders.
• Collaborate with the M&E Specialist to include grievance and GBV indicators in the overall M&E framework for the SCT Program.
• Use feedback and M&E data to continuously improve the GRM and GDV prevention activities.
• Design and deliver training sessions on social issues for project staff and stakeholders.
• Raise awareness about social inclusion, gender equality, and community participation.
• Train project staff, local government, and community representatives on GRM procedures and best practices.
• Raise awareness among beneficiaries about the grievance process and their rights to raise
concerns.
• Train PIU staff and district-level teams on GBV awareness, prevention, and response, ensuring that all staff can identify and respond to GBV-related issues.
• Develop and implement training programs on grievance redress and GBV for SCT PIU staff, district officers, and relevant stakeholders.
• Facilitate meaningful consultations with affected communities and stakeholders.
• Develop and implement community engagement strategies.
• Engage with beneficiaries, community members, and local leaders to build trust and ensure the grievance system is understood and utilised.
• Collaborate with social workers, project coordinators, and government officials to ensure grievances are addressed effectively.
• Work with local partners, including NGOs and government agencies, to build awareness of the GRM and GBV prevention strategies among beneficiaries and communities
• Engage with other social protection programs and government agencies to share best practices on grievance redress and GBV prevention.
• Ensure that the grievance mechanism aligns with national policies, donor requirements, and international standards on transparency and social accountability.
• Maintain confidentiality and impartiality when handling grievances, particularly in sensitive
cases.
• Ensure that grievances are resolved in a fair, transparent, and timely manner.
• Regularly review and update the grievance redress process based on feedback, lessons learned. and evolving project needs.
• Foster a culture of continuous learning and improvement in grievance handling across the SCT project.
• Develop and implement a GBV Action Plan for the SCT Program, ensuring that all staff and beneficiaries are aware of GBV risks and prevention measures.
• Establish clear referral pathways for beneficiaries affected by GBV, ensuring that survivors receive appropriate support and services
• Conduct community-level awareness campaigns on grievance reporting channel mechanisms, beneficiary rights, and GBV prevention
• Maintain a confidential record of all GBV cases, ensuring that survivors’ privacy is protected
and that sensitive information is handled in accordance with international standards.

Tasks And Academic Qualification
• Full Grade 12 Certificate or equivalent.
• Bachelor’s degree in Social Work, Psychology, Human Resource Management. Development Studies or a related field.
• A Master’s degree in a related discipline is an added advantage.
• At least 7 years’ working experience.
• Good understanding and or experience working with government institutions in Zambia, expertise in participatory approaches to conflict resolution, and understanding of traditional or customary means of conflict resolution and/or grievance redress mechanisms in Zambia.
• Prior experience managing grievance and GBV prevention related redress mechanisms in workplaces, programme or project implementation is desirable.
• Proven expertise in setting up and managing GRM, including the development of SOPS and training staff.
• Experience in providing training and capacity building on GRM and GBV for programme staff and stakeholders.
• Excellent interpersonal stakeholder communication and coordination skills, with the ability to work with a range of stakeholders, including government officials, civil society organizations and community members.
• Solution oriented person with excellent interpersonal and problem-solving skills, and demonstrated ability to work in a team
• Knowledge of stakeholder engagement.
• Sound organizational skills and ability to prioritize and deliver assignments in a timely manner under pressure.
• Prior experience of project monitoring or tracking of complaints.
• Experience working on community-based projects.
• Ability to work effectively and sensitively in teams and with government counterparts.

Duration and Location
The assignment is expected to last for an initial period of two years, with the possibility of renewal based on performance and programme needs.
The Grievance Redress Mechanism Specialist will be based at the Ministry of Community Development and Social Services Headquarters in Lusaka, with occasional travel to Provincial and district Offices.

Performance Evaluation
Annual performance evaluation will be conducted at the end of each year using established key performance indicators (KPIs) based on targets as set out in the AWPB, Project document and individual work plans. The consultant will be expected to meet the performance standards
as agreed. Failure to meet these standards may result in performance improvement plans or other disciplinary actions.

Reporting
The Grievance Redress Mechanism Specialist will report directly to the Assistant SCT Coordinator
Procurement/Iliring method
The Consultant will be hired and contracted as per the “Individual Consultant (IC)” Selection method of World Bank Procurement Regulation (PR), September 2023.


Work Hours: 8

Experience in Months: 84

Level of Education: Associate Degree

Job application procedure
• The Permanent Secretary,
• Ministry of Community Development and Social Services
• Private Bag W252
• Community House
• Lusaka.
• Expressions of interest must be delivered in a written form (hard copy) E-mail to the address below by 17:00 hours on 22nd November, 2024.

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