Community Grievance Officer

Responsibilities: Support the implementation and continuous improvement of the community grievance mechanism Conduct regular engagement with community stakeholders to identify, address, and resolve concerns, requests, and complaints Communicate and follow-up on agreed grievances corrective and preventive actions Maintain accurate and up-to-date community grievance records and documentation within designated databases and reporting systems Contribute to grievance reporting through analysis of trends, risks, response effectiveness, and closure rates Community engagement and awareness: Facilitate community meetings and awareness sessions on the community grievance mechanism, procedure, and available grievance channels Maintain ongoing communication with complainants, providing updates on grievance status, investigation progress, and outcomes Participate in community meetings promoted by the Community Liaison Team and address grievance-related matters in a professional and transparent manner Support the implementation of community perception surveys and assessments to evaluate the effectiveness of the grievance mechanism Assist in the delivery of awareness campaigns and refresher sessions on grievance procedures and stakeholder rights Community grievances management process: Ensure dissemination of the Project’ community grievances mechanism, through community engagements, refresher trainings, and awareness campaigns Monitor the functionality, accessibility, and effectiveness of established grievance channels within the Project area Support grievance investigations by coordinating with relevant internal functions, contractors, and external stakeholders Track agreed actions and ensure timely implementation and closure of grievance resolutions Maintain complete and accurate grievance records and supporting documentation Manage community grievances in accordance with established procedures, timelines, and reporting requirements Escalate complex, sensitive, or high-risk grievances to the Community Grievance Coordinator as required Coordination and alignment: Coordinate with internal teams and neighboring operator within the Project area to ensure alignment of grievance management practices Maintain awareness of evolving community dynamics, emerging concerns, stakeholder expectations, and potential social risks Conduct preliminary assessments of reported issues and refer non-project-related matters to relevant authorities or organizations when appropriate Qualifications: Bachelor’s degree in socioeconomics, external affairs, law, sustainability, or a related field 3 - 5 years’ experience in community relations, grievance management, and social performance Experience in project implementation within complex and dynamic environments Demonstrated experience in community engagement, stakeholder engagement, conflict resolution, and relationship management Solid knowledge of grievance management mechanism, familiarity with international standards and best practices, including IFC Performance Standards Knowledge of local communities and established networks with community leadership and representatives is an advantage Excellent written and verbal communication skills Fluent in Portuguese and English; knowledge of local languages (Swahili, Kimwane, Makonde or Makua) is an advantage Demonstrated initiative, coordination, and planning abilities, with strong organizational skills Strong interpersonal skills and work ethic Self-motivated and able to manage tasks effectively