Ref: NITA/KYEOP/01/2019
The key responsibility for this function to handle and manage project grievances.
Responsibilities
Handle and give relevant, timely and accurate feedback on inquiries and grievances relating to Component one of the Project as guided by the project Communications Specialist;
Coordinating receipt of grievances from all stakeholders and ensuring that necessary records of the same are made;
Supervising the screening and processing of all grievances;
Ensuring that complainants are attended to and advised on ways to resolve the grievances;
Monitoring grievances and ensuring that complainants are updated on the status of their grievances;
Ensuring that data is received, uploaded and updated into the Management Information Systems (MIS) and other relevant KYEOP records;
Ensuring all correspondence and records are up to date and filed accurately in respective files including e-files;
Responding to inquiries by complainants and providing appropriate feedback;
Assisting in preparation of various KYEOP grievance reports as and when required;
Any other duty that may be assigned from time to time.
Qualifications
Minimum degree in Humanities such as Communication, Journalism, Media Studies, Public Relations, Conflict Resolution or any other related field;
Additional qualifications in grievance handling and management will be desirable;
Minimum three (3) years’ experience handling and managing grievances in project set up and or in similar situation;
Should be 35 years old or less;
Have the ability to be creative and detail-oriented;
Have excellent organizational and communication skills;
Ability to write clearly and concisely;
Ability to think and work logically and work precisely with attention to detail;
Self-motivated, energetic, and extremely organized;
Manages time and priorities efficiently, shows enthusiasm, and allows for flexibility;
Experience in communications, media or public relations is a plus.
Must be available for local travel within short notice.
Competencies
Must be proficient in Microsoft Office (Word, Excel, and PowerPoint).
Experience in Adobe Creative Suite, Corel, and InDesign is preferred.
Excellent communication, writing and editing skills, and Alternative Dispute Resolution [ADR] Skills
Complaints Resolution skills will be considered an asset.
Reporting
The Communications Assistant – Grievance Handling and management will be reporting to the Project Communications Specialist.
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