Heading is recruiting for his client a Community Grievance Officer – Afungi 28/28 to be based in Afungi:
Key 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 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
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 & Experience
-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.
