Grievance Coordinator – Maternity Cover job at Q-Sourcing | Apply Now

Lead communication of the grievance handling / management system to build knowledge, competence, and confidence in the system; and enable effective use of the system by the Company, its contractors and other stakeholders.

Develop information materials about the grievance handling system.

Work with staff tasked with community engagement to understand community issues before, during, and after community engagement events.

Ensure community concerns are assessed and regular feedback provided to the Stakeholder Engagement CLO teams for conveyance to communities.

Lead and manage operationalization of the Community Grievance Mechanism ensuring that community grievances are registered, assessed and assigned, investigated, resolved and closed in a fair and transparent manner that promotes trust and confidence in the Grievance Management process. This will involve convening appropriate stakeholders including Company resources to support grievance resolution.

Assign complaints that cannot be resolved by the Grievance Coordinator to a complaint owner within the operation.

Follow up with complaint owners to ensure grievance resolution is advancing in a timely manner and using a fair process.

Update grievance information in the database regularly.

Review grievances regularly and close them out when appropriate.

Monitor any resolutions to grievances to ensure they are implemented.

Coordinate management of grievances by contractors in line with TEPU commitments, and ensure timely escalation where resolution in the appropriate time in not possible.

Manage and improve the performance of Community Grievance Mechanism.

Provide quality assurance on all records and documents related to grievances while ensuring that these are archived in the Company database

Utilize data and information from the grievance mechanism to develop lessons learned that are communicated to operations staff and communities as appropriate.