Community Grievance Officer

Duties

• 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

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 outcomes
• Participate 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

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

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

Requisites

• Degree in socioeconomics, external affairs, law, sustainability, or a related field
• 5 - 8 years’ relevant experience in community relations, grievance management, or social performance
• Proven leadership experience managing teams in complex operational environments
• Experience working with government, community leadership, CSO, and vulnerable groups
• Excellent written and verbal communication skills
• Fluency in English and Portuguese; knowledge of local language (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

Notes

• Only shortlisted applicants will be contacted