Communications Senior Associate - Public Relations and Outreach (GRM)/ (Parental Leave Cover)

Dutystation: Beirut , Lebanon

Functional responsibilities

The Communications SeniorAssociate will be responsible to respond, verify, resolve and follow up oninquiries and complaints, monitor grievances until they are resolved, andescalate issues (including reports of Sexual Harassment (SH) and SexualExploitation and (SEA) to the Project Manager and relevant focal point asnecessary. In order to ensure that all beneficiaries and/or stakeholders’comments, suggestions, concerns, and complaints are captured and handled in aprofessional and timely manner.

Under direct supervision andoverall guidance of the Project Manager, the Communications Senior Associate isrequired to perform the following duties and responsibilities ensuring theireffectiveness, transparency, and integrity:

Grievance Redress Mechanism:

• Contribute to set up of functional about (GRM) reaching beneficiaries for the project implemented by UNOPS in his/her area of intervention;
• Handle calls, emails, and messages from beneficiaries and community members;
• Verify and resolve basic inquiries and complaints from beneficiaries/ stakeholders, and when necessary escalate to the Project Manager;
• Record the details of all received calls and the needed actions taken/ to be taken in the GRM “call log” on a daily basis.
• Maintain records of all the received queries/ complaints and actions and update the GRM information regularly;
• Monitor any resolutions to grievances to ensure they are implemented and closed in a professional, satisfactory, and timely manner;
• Draft and periodically update a GRM Manual with operating procedures, database, and an organogram for grievance redress.

Communication, Coordination and Reporting:

• Visit all project locations in his/her area of intervention in order to understand the project and be able to answer beneficiaries' complaints in the best possible way and possibly collect direct complaints from beneficiaries;
• Assist in Developing gender-sensitive communication/ outreach materials/ tools in close coordination with the Community Engagement and Communication Officer as well as support in identifying and engaging potential beneficiaries including both males and females;
• Provide periodic reports (weekly, monthly, quarterly) based on the data collected through all GRM (box, hotline, etc.) to Manager and include provision of recommendations in order to improve satisfaction of affected population;
• Refer all calls on SEA to UNOPS’ PSEA focal points for further handling, while respecting confidentiality, and maintain SEA and SH reports/ records in confidential formats (encrypted) for reporting and investigation purposes.

Knowledge Management and Sharing:

• Contribute, along with the Project Manager, to the training of the project team and key stakeholders on GRM objective, tools, use, etc;
• Assist in providing conclusion and recommendations to the project manager based on any GRM activity (GRM, satisfaction survey, beneficiaries' consultations, etc);
• Coordinate with the project team in documenting lessons learned and best practises.

Education/Experience/Language requirements

• High school diploma required.
• A Bachelor’s degree preferably in business administration, HR, public administration, development studies, social sciences, psychology, or human rights is preferred and would be an asset and may substitute for some of the required years of experience.