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Position Details: Grievance Officer

Location: Kampala, Uganda
Openings: 1


Job Summary

Grievance Officer will be responsible for implementation of the Grievance Mechanism within the Company’s area of operations. In this capacity the Grievance officer will be responsible for the registration and/or compilation of complaints and grievances and their timely assessment and closure. The assessment and closure of grievances may involve  functional departments. The Grievance Officer will also compile data regarding the type and frequency of grievances and complaints and the timeliness of their resolution on a monthly basis.

 Grievance Registration

  • Responsible for the registration and/or compilation of grievances and complaints from within the project area of operations. In this capacity coordination with the multiple registration channels including communication offices, Stakeholder Engagement Officers (SEOs)s, Village Socialisation Officers (VSOs) and the grievance hotline. Registration of grievances will include all grievances including those resolved in the field.
  • Ensure screening of grievances and complaints to facilitate assessment and resolution as appropriate, including escalation to Level 2 where required.

 Investigation of Grievances  

  • Responsible for facilitating the investigation of grievances, including verification of claims, Company (or Contractor) responsibilities and appropriate redress mechanism. In this capacity the Grievance Officer will need to interact with and engage the grievant/s, community members, functions and Contractors as required.

Grievance Resolution

  • Responsible for the timely closure of grievances. The Grievance Mechanism commits to registration, investigation and closure within a 30 day period. A key KPI will be timely closure of grievances.
  • Data Analysis and Reporting
  • Responsible for monthly analysis and reporting of grievance statistics, including the number and type of grievances 
  • Registered, relationship to specific projects/project activities, the timeliness and manner of their resolution, etc.


  • Link to communications, stakeholder engagement, and other internal functions to ensure major and/or recurrent issues are addressed pro-actively by TKBV communications and engagement plans..
  • Work with the stakeholder engagement team and the Communications team to develop IEC material to promote widespread awareness and understanding of the grievance mechanism.
  • Promote internal awareness of the grievance mechanism and departmental responsibilities vis a vis the mechanism.

 General Management

  • Provide regular updates to the Stakeholder Engagement Manager and more generally the Social Performance Team on the status of grievance management.

Deadline is 17 November 2017


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