National Grievance Redress Mechanism (GRM) Support

Organizational Setting

The main aim of the FAO country offices, which are headed by an FAO Representative, is to assist Governments to develop policies, programmes and projects to achieve food security and to reduce hunger and malnutrition, to help develop the agricultural, fisheries and forestry sectors, and to use their environmental and natural resources in a sustainable manner.

The FAO Representation in South Sudan is organized around three main units: Programme, Operations and Administration. The current portfolio of projects in South Sudan includes activities related to Agriculture, Livestock, Fisheries, Natural Resource Management, and is implemented with humanitarian, transitional and development funding. The incumbent will contribute to the country's programme and portfolio as foreseen in the projects. FAO South Sudan is implementing various projects in partnership with the service providers (International and National NGOs) across the country.

Reporting Lines

The Grievance Redress Mechanism (GRM) Support works under the overall supervision of the FAO representative in South Sudan, the direct supervision of the Senior Programme Officer, the technical guidance of the Programme Support Specialist, \\and Programme Team, and in close collaboration with the Environmental and Social Safeguards Unit.

Technical Focus

The incumbent will be responsible for implementing and coordinating the FAO South Sudan Grievance and Redress Mechanism (GRM), managing the complaint and feedback channel, as well as ensure the inclusion people-centred approaches in the programming, monitoring and evaluation of projects and programmes activities while specifically carry out the tasks and responsibilities indicated below.

Tasks and responsibilities

•     Support participatory action planning, monitoring, and community engagement with community groups (a range of humanitarian actors, including governments, UN agencies, academic institutions, networks, national/local NGOs).
•     Support GRM/AAP/PSEA (Accountability to the affected population/Prevention of Sexual Exploitation and Abuse) focal points to develop information sharing plan, analyse information needs and appropriate and trusted information sharing approaches.
•     Support with the mainstreaming of GRM/AAP in the tools developed; monitoring/field visits through the organization of helpdesk as well as FGDs.
•     Support with the visibility and propagation of the FAO GRM mechanism and complaint response channels (hotline, help desks, suggestions boxes, radio messaging, Appeals/AAP committees) to beneficiaries and stakeholders.
•     Support the GRM/AAP/PSEA focal points and Deputy Heads of Field Office with partner capacity reinforcement on FAO GRM and AAP/PSEA.
•     Lead the implementation of the project’s feedback, complaint and Response mechanism (FCRM).
•     Manage FAO GRM and in liaison with the Deputy Heads of Field Office ensure all complaints and response channels (toll-free hotlines, help desks, suggestions boxes, radio messaging, Appeals/AAP committees etc.) are functional, while planning to organize frequent helpdesk and focus group discussion sessions on the community.
•     Actively seek and respond to feedback/complaints from all members of targeted communities and other stakeholders and ensure that these complaints are addressed using FAO referral pathway and feedback shared with the caller.
•     Manage a FAO GRM Database and Grievance Module in MIS (for the World Bank); aggregate complaints/feedback from field level databases into the central feedback database.
•     Conduct periodic assessment to ensure feedback is logged in a confidential and timely manner and beneficiaries are communicated with the in a dignified manner regarding their complaints/feedback.
•     Develop monthly, quarterly and annual analytic reports which gives an overview of complaints and feedback addressed, lessons learned and best practices, and recommendations.
•     Coordinate with communication team on the production of visibility materials by ensuring that it include FAO hotlines.
•     Support GRM/AAP/PSEA focal points and Deputy Head of Field Offices to establish appropriate information sharing and timely response to complaints.
•     Review GRM and propose recommendations and implement with approval from the Programme Team.
•     Support the PSEA focal point in implementation of PSEA activities.
•     Perform any other tasks required.

CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements    

•     University degree in development studies, public administration, rural development, gender studies, social work, community development, sociology, psychology, anthropology, social psychology, political science, international relations, training and development, or other relevant field.
•     Minimum 2 years of relevant experience in the following areas: accountability to affected people, community-based development and participatory approaches, creating awareness and monitoring of projects and activities from a gender lens, implementation of humanitarian and development projects, awareness of overall grievance mechanism/accountability to affected population governance structure, complaints management and reporting, training on grievance feedback mechanism.
•     Working knowledge of English (level C). Working knowledge (level B) of one local language is an advantage.
•     National of South Sudan.

FAO Core Competencies

•     Results Focus
•     Teamwork
•     Communication
•     Building Effective Relationships
•     Knowledge Sharing and Continuous Improvement

Technical/Functional Skills

•     Prior work experience with international organizations, including INGOs, bilateral or multilateral agencies and UN agencies is an asset
•     Knowledge and experience on gender issues
•     Excellent interpersonal skills
•     Strong analytical, written and verbal skills
•     Ability to work under minimal supervision and flexibility
•     Ability to interact and engage with different stakeholders of multiple socio-economic backgrounds
•     Ability to work independently and under high pressure situations and tight deadlines
 

ADDITIONAL INFORMATION