Grievance Redressal Coordinators

Job Description:

A.        Background

 

The Government of Pakistan launched the Citizens’ Damage Compensation Program (CDCP) for the purpose of emergency cash transfers to facilitate early recovery of the affectees of 2010 floods. Under Phase I of the program an amount of Rs.20,000 per family was disbursement to over 1.7 million families by the GoP. The Phase II of CDCP is currently under implementation with partial funding support from Development Partners: the World Bank, DfID, USAID and Government of Italy. Under the Phase II Rs. 40,000 per household are to be disbursed as a continuation of early recovery response, to approximately 1.1 million eligible households, in two separate tranches of Rs 20,000 each. For the second-phase, the proxy for targeting of beneficiaries is house damage. Beneficiary households have been identified through a survey conducted by the respective provinces/regions. The beneficiary lists are being further validated through a survey conducted by a third party.

 

CDCP is being implemented through the Cabinet Division, with the technical support of NADRA. The program activities at the provincial level are being coordinated and implemented with the support of respective Provincial Disaster Management Authorities (PDMAs) and at the district level through the respective district administration offices.

 

The complete program design has been documented in an Operational Manual which includes detailed guidelines for targeting, enrollment, payment and grievance redressal. The program envisages an elaborate grievance redressal system. The grievance redressal system aims to ensure that a) any beneficiaries excluded in the targeting exercise have access to appeals and b) grievances against services delivery are duly heard and rectified.

 

Under this system grievances categorized as appeals, complaints and updates are first entered into an MIS-based Case Management System(CMS) at the facilitation centers(WCFCs) established by NADRA for disbursement of cash to beneficiaries. Grievances categorized as Appeals are then channeled for redressal/review to District Review Committees (DRCs) placed under DCO office and thence to PDMAs.

 

The respective PDMAs have a major responsibility for ensuring efficacy of this grievance redressal system within the provinces and for ensuring that provisions of Operational Manual and Case Management Guidelines in this regards are duly followed. With about 105,000 beneficiary households, PDMA Baluchistan is expected to have a heavy demand exercised on its grievance redressal system, and requires sufficient capacity to cope with such demands.

 

To this end, PDMA KPK and Baluchistan require the services of a short term consultant to work as a Grievance Redressal Coordinator to assist the PDMAs  in implementation of its case management and beneficiary grievance redressal mechanism.

 

 

B.        Objectives of the ASSIGNMENT

 

The Grievance Redressal Coordinator  will be responsible for smooth functioning of the grievance redress system in  Baluchistan and KPK respectively . S/he will ensure that the laid down grievance redressal system resolves all grievances falling in the categories of updates, complaints and appeals effectively and in a timely manner, in accordance with the provisions of the Operational Manual and relevant Guidelines.  In particular, she/he will be in charge of coordinating effective and timely handling and resolution of grievances at WCFCs, DRCs and PDMAs. S/he will also be responsible for identifying any capacity gaps or issues related to Public Information Campaigns and training activities relevant to grievance redressal system at all levels of operation within the province. The Grievance Redressal Coordinator will work in coordination with the Director General of the PDMA.  

 

C.        Scope and Responsibilities

 

The Grievance Redressal Coordinator will be responsible for the following duties:

 

1. Review the Operations Manual, relevant program guidelines, particularly the Case Management Guidelines, and the MIS based Case Management System in order to understand the concept and implementation mechanisms of CDCP, with special focus on the mechanisms for grievance redressal;
2. Design a work plan for identifying and resolving gaps and efficacious functioning of the grievance redressal system, particularly the functioning of DRCs, in the province;
3. Review capacity of grievance redressal personnel at various tiers in the province and identify  training and other capacity needs relevant to grievance redressal ;
4. In coordination with the Training Coordinator (at NADRA), prepare required training material(module/power-point presentations/handouts etc.) for all newly recruited staff, as well as refresher training for existing staff, involved in grievance redressal operations;
5. Prepare any procurement requirements, budget and logistics for grievance redressal related trainings/workshops in coordination with NADRA’s Project Coordinator/Training Coordinator;
6. Interact with beneficiaries/complainants to identify issues they encounter in accessing the grievance redressal system and in lodging and processing of grievances, as well as any gaps in communication affecting their understanding of grievance redressal processes;
7.  In coordination with concerned functionaries at NADRA, Cabinet and at district administration level, periodically review the status of complaints, updates and appeals;
8. Strategically plan and coordinate all grievance redressal/Case Management activities in the province;
9. Undertake field visits in project districts  in the province for  coordination and quality assurance of grievance redressal and case management activities;
10. Furnish periodic reports to the Supervisor at the Bank based on on-ground monitoring and evaluation of the grievance redressal system and analysis of grievance redressal reports and related data from the CMS MIS;
11. Conduct any other function and responsibility, which may be assigned by the Supervisor.

 

 

D.        Qualifications and Experience

 

• A university degree in social sciences, business administration, development studies or equivalent.
• Should have minimum 3 years of experience in the development sector demonstrating evidence of achieving results.
• Strong background in planning, coordination and management of field level activities.
• Strong background in M&E and project management.
• Proven ability to work in a collaborative, team environment.
• Good understanding of design and implementation of government and donor programs.
• Familiar with concepts of project management and project cycle management.
• Practical knowledge of implementing emergency related operations will be a plus
• Should have excellent command on MS office and more specifically on MS Excel.
• Strong familiarity with the country context, including different tiers of government.
• Written and oral fluency in Urdu and English. Knowledge of the regional language(s) will be considered a big plus.
• Good communication, people management, and writing skills.
• Proven ability to work in a collaborative, multi-tier team environment