Short-Term Grievance Redressal Mechanism Adviser

AMIDEAST/Lebanon is looking for a Grievance Redressal Mechanism Adviser to work on an education-related project. This a one-year consultancy on a fixed term basis with the option of extension if mutually agreed by MEHE and the GRM Adviser.

Position Description

The Grievance Redressal Mechanism Adviser supports the Grievance Redressal Officer and MEHE to strengthen its case management of grievances through the design, implementation and improvement of a digitised GRM. A functioning GRM will develop an approved workflow which routes grievances to appropriate MEHE units, follows up to ensure they are addressed and sets time and quality of resolution targets which MEHE is supported to meet. Grievances dealt with through this system are likely to include discrimination, sexual harassment, gender-based violence and bullying in schools, among others.

The role covers the below components in depth:

Gather global evidence of best practice

-Find comparable GRMs which address the same core problem from the education sector or other related fields

-Deliver options paper on potential approaches

Scope of existing grievances and channels

This role will support the Grievance Redressal Officer to:

-Map all current grievance complaint channels, including where they are received, the types of complaints and who currently addresses each type of complaint

-Undertake a needs assessment for the GRM and make recommendations on the management and structure of this new function

Project management

This role will support the Grievance Redressal Officer to:

-Develop a medium-term action plan for the development of the GRM System, for inclusion in MEHE’s broader action plans under S2R2. This will include an assessment of all resources needed to develop and rollout the GRM

-Alongside relevant MEHE officials, develop quality assurance processes for the GRM

- Alongside relevant MEHE officials, develop a communications plan to ensure the GRM are widely publicized in schools and communities, emphasizing confidentiality.

Locate the GRM within MEHE/identify suitable personnel

-In collaboration with existing MEHE structures, set up a single point within the Ministry that is responsible for receiving all complaints, regardless of the topic.

-Outline a recruitment strategy and specify the required profiles for additional staff

Design and manage GRM workflow

This role will support the Grievance Redressal Officer to design a comprehensive workflow which ensures complaints are forwarded to the appropriate members of staff, are followed up in a timely manner, and that all actions are logged formally.

-Validate system design and workflow with the Director General

Digital information system

This role will support the Grievance Redressal Officer to decide upon a suitable digital information system. This Customer Relationship Management systems will allow those responsible for answering calls, and those responsible for following up on complaints, to store and share data required to manage the GRM. It will include:

-Assessing suitability of existing Customer Relationship Management systems on the market

-Deciding whether adaptation of existing software is more appropriate or whether a MEHE-specific solution is required

-Generating system specifications, such as system analytics to readily identify patterns and trends in the type and location of complaints

-Guidelines/service level agreements/KPIs to monitor system performance, such as the speed with which complaints are resolved.

 Profile and Skills

• Advanced degree in field related to customer service sector
• A qualification or substantial formal experience in customer service sector, including in system design, staff training, implementation and evaluation
• Experience working with call centres and/or customer response software
• Experience working with grievances of a confidential/sensitive nature, such as discrimination, sexual harassment, gender-based violence and bullying would be preferable
• Strong logical/process engineering skills
• Knowledge of the current structure and challenges facing the education system in Lebanon;
• Strong leadership skills and team management abilities;
• Strong inter-personal skills and the ability to guide/mentor other staff
• Strong public presentation and communication skills in Arabic, and either English or French

Interested candidates should send a resume to [email protected] with the following in the subject line: “Grievance Redressal Mechanism Adviser”. The deadline to apply is Wednesday, October 2, 2019. Additional details about this vacancy will be provided at a later stage.