Complaint Management Mechanism (GRM): Complaint Management Mechanism Manager (GRM Manager) for the Reserve in Okapi, Democratic Republic At Wildlife Conservation Society

Location: Epulu, Reserve in Okapi (OWR), DR Congo

Reports to: Social Safeguards Manager (National) with administrative supervision from the Site Manager.

Coordinates with: Regional Social Safeguards Coordinator, Human Rights Unit, all other departments and other site staff including Community Conservation as appropriate and as required.

Direct and indirect reports: Database Manager and Assistants of the complaints or grievance management mechanism as well as with the Social Safeguards Manager (National) and the Site Manager.

Start date: 1st March 2024

Duration: 1 year (renewable)

Objective :

The Wildlife Conservation Society (WCS) is looking for a diligent, motivated, proactive Grievance Mechanism Management Manager (GRM Manager), who will be based in Epulu in The Reserve at Okapi, to oversee the implementation of the GRM for the site and thus ensure an appropriate and timely response to community grievances about our activities and program relating to the Reserve.

As part of a comprehensive social protection programme, WCS establishes a Grievance Redressal Mechanism (GRM) to protect and respect the rights of Indigenous Peoples and Local Communities (IPLC), by understanding, directing, investigating, managing, monitoring and mitigating concerns, suggestions and reports relating to alleged inappropriate conduct related to activities carried out by the reserve at Okapi and its partners, as expressed by the communities.

The GRM Officer will supervise the database manager, the GRM assistants as well as all other GRM staff and will ensure optimal management of the Complaints Management Mechanism. He/she provides regular updates to the site manager, the program manager and the Social Safeguards Manager (national). The position is based full-time in Epulu at the Reserve site in Okapi in the ITURI province.

Responsibilities:

• Coordinate the establishment of the Complaints Management Mechanism in the villages around the Reserve (Community Consultation),
• Oversee the receipt, recording, tracking and categorization of concerns, complaints or suggestions (generally referred to as “grievances”) for the resolution of disputes submitted through the Grievance Mechanism,
• Ensure that eligible grievances are transmitted to the appropriate personnel, in accordance with the procedures of the Complaints Management Mechanism as set out in the reserve,
• If necessary, Coordinate the investigation and gather additional information on specific grievances from affected parties, to ensure a thorough understanding of the grievance and facilitate consensus on the way forward, preserving confidentiality to the extent possible and as needed.
• Propose solutions and paths to progress for specific grievances within a timeframe specified by the Complaints Mechanism procedures.
• If necessary, organize meetings with relevant individuals and institutions to find solutions to disputes and grievances.
• Ensure the proper receipt of grievances and periodic updates in the system but also ensure that feedback is provided to the requester regarding the status and actions underway to resolve the grievance, if applicable.
• Track and document grievance resolution efforts and their results.
• Coordinate, facilitate and lead training on MRM protocol and procedures for Reserve personnel at Okapi,
• Provide regular updates on grievances and resolutions to Reserve Leadership and the Program Manager as needed.
• Collaborate with partner institutions/organizations and civil society organizations for GRM implementation and grievance resolution, where applicable.
• Lead awareness initiatives to increase awareness, accessibility and transparency of GRM for IPLCs and civil society.
• Assist in the evaluation and management of the Complaints Mechanism, including lessons learned from its deployment in the OWR and improvements that would strengthen its effectiveness, accessibility, transparency, legitimacy and credibility.
• Support the identification of growing grievance trends and the identification of efforts that could be taken by the Reserve or its partners to prevent future grievances.
• Write quarterly reports that detail GRM submission trends, summaries and recommendations for system improvement,
• Organize regular meetings with the GRM team to ensure the smooth running of operations, identify challenges and make possible improvements.
• If necessary, Contribute to donor reports by updating the GRM,

Minimum requirements:

• Master’s degree or higher in social sciences, psychology or another relevant field, with equivalent professional experience.
• At least five years of experience working in the DRC in the area of ​​social safeguards and/or social protection of marginalized groups.
• Experience in reporting and managing teams.
• Understanding/knowledge of safeguards in the context of conservation is an advantage.
• Demonstrate experience in collecting data and information
• Excellent mediation, facilitation and conflict management skills are an asset.
• Proven ability to work in a team in rural contexts.
• Fluency in oral and written Swahili and French, English an asset.
• Obligation to spend time in the field