Grievances and Redressal Mechanism Officer

Afghan Peace Builders Humanitarian Organization APBHO has emerged as a non-governmental, non-political, not-for-profit organization in April 2019 with its long experience as a team (Youth Council) advocating for the rights of communities especially children and women affected by conflicts, and humanitarian crisis in fragile settings.

Most of APBHO’s peacebuilding efforts focus on community-based conflict resolution and environmental peace-building on grass-root level.  APBHO aims to shift repressive gender norms and equip citizens with the skills to resolve any type of differences and conflicts non-violently.

Afghan Peace Builders Humanitarian Organization (APBHO) strategically implements sustainable economic empowerment/asset creation, time-critical emergency responses with various commodities including Food and Non-Food Items, research, advocacy, and promotion of peace projects with a cross-cutting focus on youth and women.

Main Responsibilities (GRM Officer):

The Grievances and Redressal Mechanism Officer plays a crucial role as the focal point for the grievance mechanism within the Mother Child Cash Transfer (MCCT) project. The GRM Officer is responsible for systematically collecting community complaints and concerns, addressing readily resolvable issues, referring substantive matters to the appropriate complaint owner, and ensuring fair and timely resolution through effective follow-up with both the complaint owner and community members.

Job Details:

• Follow the specified grievance mechanism process when responding to complaints and systematically record activities related to each complaint.
• Ensure adherence to APBHO’s established procedures and guidelines for grievance resolution.
• Handle calls and messages from beneficiaries and community members efficiently and professionally.
• Provide clear and empathetic communication to address concerns and guide complainants through the grievance process.
• Follow up with complaint owners to ensure that grievance resolutions progress in a timely manner.
• Utilize a fair process in addressing and resolving complaints, escalating to the appropriate channels when necessary.
• Maintain detailed records of all received queries/complaints and actions taken, updating information regularly.
• Ensure accurate categorization, analysis, registration, and resolution of incoming grievances in the database.
• Regularly review and assess complaints, closing them out when appropriate.
• Ensure that closure activities are documented and communicated to complainants.
• Prepare weekly, monthly, quarterly, semiannual, and annual analytical Grievance Mechanism (GRM) reports.
• Provide insights and recommendations based on trends and patterns identified in the grievance data.
• Provide information about the grievance mechanism to beneficiaries and communities, promoting transparency and awareness.
• Inform programme management of concerns and complaints received by the grievance mechanism promptly.
• Collaborate with relevant stakeholders to address systemic issues identified through the grievance process.
• She/He will be reporting to the Senior Accountability Officer and should contribute in all project-related AAP, GRM, M&E related assignments which can be assigned by the project manager and or Senior Accountability Officer.

• Master's degree with a minimum of 1 year or bachelor’s degree with at least four years of proven experience in accountability, grievance mechanisms, or community engagement within humanitarian or development projects.
• Strong analytical and communication skills, emphasizing the ability to address grievances effectively and communicate clearly.
• Previous experience in similar contexts, especially in crisis-response settings, is an asset.

Interested and qualified applicants should send their CV/Resume, APBHO's application form and a letter of interest to jobs@apbho.org with the position's vacancy number (APBHO-SMG-2023-019) in the subject line and no later than November 30, 2023. 11:59 pm.

Download link to the application  form: https://drive.google.com/uc?export=download&id=1cpj7nD-_ctd2gKw8fAPrkUH1ILbIjkcC . We kindly encourage you to apply online.

Please write on the subject of your Email the Vacancy Number (APBHO-SMG-2023-019) also avoid sending an attachment of big size (above 3 MB) if you want your application/CV to be considered. Applications with insufficient, incomplete, and inconsistent information to make a determination will not be considered.

We thank all applicants for their interest; however, due to a large number of applications, only those short-listed for written test and interview will be contacted.