Position Title: Grievance Handling Officer
Location: Yangon, Mynmar
Description
Summary: Pact in Myanmar implements a wide range of development programs for more than 15 years, which focuses on promoting the lives of the vulnerable community. Pact’s current programs in the country includes micro-credit, primary health care, integrated livelihoods programs and strengthening the capacity of civil societies. Pact operates its projects in 34 townships across the Delta Zone, Dry Zone and Shan Zone.
Pact is seeking a Grievance Handling Officer for providing technical assistance to the client under the World Bank-funded National Community Driven Development Project in Myanmar. The Project’s overall objective is to provide institutional support and technical assistance to the Department of Rural Development for the implementation of the National Community Driven Development Project. The Grievance Handling Officer will be responsible for development of systems and requirements for the grievance handling “value chain”, from uptake, sorting and processing and acknowledgement and follow-up, to verification and action, monitoring and evaluation, and feedback. Additionally S/he will develop training manual and materials, train project staff, and prepare grievance tracking reports.
This position is contingent upon award.
Responsibilities:
• Establish a system and procedures for logging, responding to and following up on complaints at the Village Tract, Township and Union levels
• Develop a simple handbook for grievance handling for the CDD project (Village, Village Tract, Township and Union Level) as part of the project operations manual
• Develop training modules and train project staff (DRD, Township level Consultants) in monitoring and reporting on project grievances,
• Organize and assist DRD staff in undertaking regular training for community facilitators and village volunteers in grievance handling
• Contribute to developing informational material about the grievance handling system
• Prepare regular reports on the type, nature and location of complaints for dissemination on the project’s website
Qualifications:
• Master’s degree in social sciences or law
• At least 7 years of experience working on development projects
• Prior experience of project monitoring or tracking of complaints
• Experience working on community based projects
• Ability to work effectively and sensitively in teams and with government counterparts
• Strong inter-personal skills and ability to resolve conflict
• Prior experience of working in low capacity environments
• Proven track record in capacity building
• Ability to communicate effectively with project stakeholders
• Fluency in spoken and written English
• Willingness and ability to travel frequently to project villages
• Proven ability to work under pressure and deliver in a timely manner
• Priority will be given to specialists with experience of community driven development in Myanmar or Southeast Asia.
• The ability to communicate effectively in Myanmar language is not required but is highly desirable.
To apply for this position, please visit our website at www.pactworld.org
