Community Grievance Officer - Afungi

TASKS AND RESPONSIBILITIES  
General Responsibilities: 
• Support the implementation and continuous improvement of the community grievance mechanism  
• Conduct regular engagement with community stakeholders to identify, address, and resolve concerns, requests, and complaints 
• Communicate and follow-up on agreed grievances corrective and preventive actions  
• Maintain accurate and up-to-date community grievance records and documentation within designated databases and reporting systems  
• Contribute to grievance reporting through analysis of trends, risks, response effectiveness, and closure rates  

Specific Responsibilities:

a) Community engagement and awareness  
• Facilitate community meetings and awareness sessions on the community grievance mechanism, procedure, and available grievance channels  
• Maintain ongoing communication with complainants, providing updates on grievance status, investigation progress, and outcomesParticipate in community meetings promoted by the Community Liaison Team and address grievance-related matters in a professional and transparent manner  
• Support the implementation of community perception surveys and assessments to evaluate the effectiveness of the grievance mechanism  
• Assist in the delivery of awareness campaigns and refresher sessions on grievance procedures and stakeholder rights

 
b) Community grievances management process 
• Ensure dissemination of the Project’ community grievances mechanism, through community engagements, refresher trainings, and awareness campaigns  
• Monitor the functionality, accessibility, and effectiveness of established grievance channels within the Project area  
• Support grievance investigations by coordinating with relevant internal functions, contractors, and external stakeholders  
• Track agreed actions and ensure timely implementation and closure of grievance resolutions  
• Maintain complete and accurate grievance records and supporting documentation  
• Manage community grievances in accordance with established procedures, timelines, and reporting requirements 
• Escalate complex, sensitive, or high-risk grievances to the Community Grievance Coordinator as required 

c) Coordination and alignment 
• Coordinate with internal teams and neighboring operator within the Project area to ensure alignment of grievance management practices  
• Maintain awareness of evolving community dynamics, emerging concerns, stakeholder 
expectations, and potential social risks  
• Conduct preliminary assessments of reported issues and refer non-project-related matters to relevant authorities or organizations when appropriate  

QUALIFICATIONS AND EXPERIENCE 
• Bachelor’s degree in socioeconomics, external affairs, law, sustainability, or a related field 
• 3 - 5 years’ experience in community relations, grievance management, and social performance 
• Experience in project implementation within complex and dynamic environments 
• Demonstrated experience in community engagement, stakeholder engagement, conflict 
resolution, and relationship management 
• Solid knowledge of grievance management mechanism, familiarity with international standards and best practices, including IFC Performance Standards 
• Knowledge of local communities and established networks with community leadership and representatives is an advantage  
• Excellent written and verbal communication skills 

• Fluent in Portuguese and English; knowledge of local languages (Swahili, Kimwane, Makonde or Makua) is an advantage 
• Demonstrated initiative, coordination, and planning abilities, with strong organizational skills 
• Strong interpersonal skills and work ethic 
• Self-motivated and able to manage tasks effectively