Job Description
Functional Responsibilities
The Communications Senior Associate will be responsible to respond, verify, resolve and follow up on inquiries and complaints, monitor grievances until they are resolved, and escalate issues (including reports of Sexual Harassment (SH) and Sexual Exploitation and (SEA) to the Project Manager and relevant focal point as necessary. In order to ensure that all beneficiaries and/or stakeholders’ comments, suggestions, concerns, and complaints are captured and handled in a professional and timely manner.
Under direct supervision and overall guidance of the Project Manager, the Communications Senior Associate is required to perform the following duties and responsibilities ensuring their effectiveness, transparency, and integrity:
Grievance Redress Mechanism:
•Contribute to set up of functional about (GRM) reaching beneficiaries for the project implemented by UNOPS in his/her area of intervention;
•Handle calls, emails, and messages from beneficiaries and community members;
•Verify and resolve basic inquiries and complaints from beneficiaries/stakeholders, and when necessary escalate to the Project Manager;
•Record the details of all received calls and the needed actions taken/to be taken in the GRM “call log” on a daily basis.
•Maintain records of all the received queries/ complaints and actions and update the GRM information regularly;
•Monitor any resolutions to grievances to ensure they are implemented and closed in a professional, satisfactory, and timely manner;
•Draft and periodically update a GRM Manual with operating procedures, database, and an organogram for grievance redress.
Communication, Coordination and Reporting:
•Visit all project locations in his/her area of intervention in order to understand the project and be able to answer beneficiaries' complaints in the best possible way and possibly collect direct complaints from beneficiaries;
•Assist in developing gender-sensitive communication/outreach materials/tools in close coordination with the Community Engagement and Communication Officer as well as support in identifying and engaging potential beneficiaries including both males and females.
