Community Grievance Coordinator

Responsibilities: Stakeholder engagement and awareness Establish and maintain strong working relationships with community stakeholders to promote awareness of the community grievance mechanism and lodging channels. Ensure effective, transparent, and timely communication regarding grievance processes and outcomes to stakeholders. Develop fit-to-purpose stakeholder engagement plans and lead engagement activities related to sensitive, complex, or escalated grievances. Manage stakeholder feedback and responses, ensuring alignment with Project policies, procedures, and communication protocols. Promote ongoing dissemination of the grievance mechanism through community engagement activities, awareness campaigns, and refresher training sessions. Oversee community awareness campaigns, stakeholder outreach initiatives, and perception assessments related to the grievance management process. Grievances management strategy and coordination Oversee implementation, effectiveness, and continuous improvement of the community grievance mechanism across all Project sites ensuring consistency, quality, and compliance with Project standards and commitments. Ensure grievance reporting channels remain functional, accessible, and well understood by stakeholders throughout the Project area. Lead grievance investigations, coordinating with internal functions, contractors, and external stakeholders as required. Manage complex, sensitive, or high-risk grievance cases, ensuring appropriate escalation and visibility to Project leadership. Coordination and cross-functional alignment Monitor contractor and third parties’ compliance with Project grievance management requirements and standards. Align grievance management practices with neighboring operator and stakeholders within the Project area, as appropriate. Coordinate with internal teams to ensure timely grievance resolution and alignment on corrective and preventive action plans. Maintain awareness of evolving community dynamics, emerging concerns, and stakeholders’ expectations. Conduct preliminary assessments of reported concerns and direct non-Project-related matters to appropriate stakeholders or entities. Coordinate and support the operation of the Project Grievance Review Committee. Monitoring, Reporting, and Analysis Oversee maintenance and administration of the grievance database and ensure data accuracy, integrity, and confidentiality. Analyze grievance trends, recuring issues, root causes, and emerging risks to support informed decision-making. Prepare and present regular reports to management covering grievance status, closure rates, resolution timelines, performance indicators, and emerging community concerns. Support internal and external audits, assessments, and assurance processes related to stakeholder engagement and grievance management. Facilitate grievance management training and awareness programs for employees, contractors, and relevant stakeholders. Qualifications: Degree in socioeconomics, external affairs, law, sustainability, or a related field. 5 - 8 years’ relevant experience in community relations, grievance management, or social performance. Proven leadership experience managing teams in complex operational environments. Experience working with government, community leadership, CSO, and vulnerable groups. Excellent written and verbal communication skills. Fluency in English and Portuguese; knowledge of local language (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.