Community Engagement and Accountability Officer Somalia (GRM)Baardheere

Specific Responsibilities:

Maintain Grievance Mechanism Records:

1. Establish and maintain a comprehensive, secure grievance database to log all complaints and concerns received.
2. Ensure all grievances are properly documented, including details on the nature of the complaint, the complainant’s information, the investigation process, and the resolution.
3. Regularly update the database with the status and progress of each grievance.
4. Establish a secure filing system to store all grievance-related documentation in compliance with the organization’s CSSP policies.

Investigate Grievances:

1. Proactively investigate the facts and circumstances surrounding each grievance, gathering relevant information and evidence from both the complainant and the company/operation.
2. Consult with subject matter experts within the organization, including the CSSP focal point, as needed to fully understand the issue and its implications for child-sensitive social protection.
3. Maintain impartiality and objectivity throughout the investigation process.

Resolve Grievances:

1. Explore options for resolving grievances through dialogue, negotiation, and consensus-building, ensuring the process is transparent and accessible to all parties involved.
2. Engage with both the complainant and the company/operation to find mutually acceptable solutions that prioritize the well-being and social protection of children.
3. Monitor the implementation of agreed-upon remedies and follow up to ensure satisfactory closure.

Reporting and Continuous Improvement:

1. Provide regular updates on the grievance mechanism’s performance to management and stakeholders, including any child-sensitive social protection-related concerns or incidents.
2. Analyze grievance data to identify trends, patterns, and areas for improvement, with a focus on strengthening the organization’s CSSP measures.
3. Prepare periodic reports summarizing the grievances received, their status, and the actions taken, highlighting any child-sensitive social protection-related issues.
4. Communicate grievance-related information to the community in a clear and timely manner, ensuring confidentiality and sensitivity around child protection matters.
5. Review the grievance mechanism’s effectiveness and identify opportunities for enhancement, including ways to better integrate child-sensitive social protection protocols.
6. Implement changes to the mechanism based on feedback, lessons learned, and evolving stakeholder needs, with a view to continuously improving child-sensitive social protection measures.

Collaborate with the organization’s management and community engagement teams to integrate the grievance mechanism into broader stakeholder management processes, with a focus on strengthening child-sensitive social protection

Our Ideal Candidate:

We are looking for a university degree in social work, psychology, law, or a related field, or a related field Master’s degree or additional certifications in child protection, social development, or conflict resolution would be an advantage, with minimum 3-5 years of relevant experience in grievance handling, community engagement, or social development.

Previous experience from working in complex and volatile contexts and Training in Purchasing and Supplies preferred.

Prior experience in managing grievances, especially those involving vulnerable groups such as children, women, or marginalized communities. Formal training or certification in grievance handling, mediation, or alternative dispute resolution

Documented results related to the position’s responsibilities.  Fluency in English, both written and verbal.

We are particularly looking for a positive individual with strong communication skills, who can build trust and confidently navigate both internally and externally at different levels.

In this position you will join highly motivated and expert staff who are making a difference to the most vulnerable people.

What We Offer:

Contract period: 12 months  with possible extension 

Salary/benefits: According to NRC’s salary scale and terms and conditions

Travel: Some

Duty station: Baardhere

NRC may be required to verify the identity of its partners and to check that its partners have not been involved in illegal activities. NRC reserves the right to use electronic screening tools for this purpose.

NB: All employees of the Norwegian Refugee Council should be able to adhere to our Code of Conduct and the four organizational values: Dedicated, innovative, inclusive and accountable​.

Additional Information:

Candidates are encouraged to apply early, as applications may be screened prior to the vacancy deadline

Email and paper applications will not be considered.

Qualified female candidates are strongly encouraging.