Grievance Redressal Mechanisms (GRM) Associate at Life at Best Development Initiative

Role Overview

• The Grievance Redressal Mechanisms (GRM) Associate will support the implementation and management of LABDI’s feedback and complaint mechanisms in humanitarian and development projects.
• The GRM Associate ensures that beneficiaries and community members can safely and confidentially raise concerns, complaints, or feedback—and that these are addressed promptly, professionally, and in line with LABDI’s safeguarding, protection, and accountability standards.

Key Responsibilities
Feedback and Complaint Management:

• Receive, log, and categorize grievances, complaints, and feedback from beneficiaries and stakeholders via multiple channels (help desks, hotlines, suggestion boxes, community focal points, etc.).
• Ensure timely and confidential handling of all cases in accordance with LABDI’s standard operating procedures and safeguarding policies.
• Maintain up-to-date, accurate, and secure records of complaints and their resolutions.

Case Follow-up and Resolution:

• Liaise with relevant project staff and departments to ensure prompt investigation and resolution of complaints.
• Monitor the progress of each case and ensure complainants are informed of outcomes in a timely manner.
• Escalate complex or sensitive cases (such as safeguarding concerns) to the appropriate focal points in line with LABDI’s referral pathways.

Community Engagement:

• Support sensitization activities to raise awareness about LABDI’s grievance mechanisms and encourage safe reporting.
• Facilitate regular feedback sessions with communities to strengthen trust and promote accountability.

Reporting and Learning:

• Prepare periodic reports on complaints received, resolved, and pending, highlighting trends and areas for improvement.
• Contribute to the continuous improvement of feedback mechanisms, ensuring inclusivity and accessibility, especially for vulnerable groups (children, women, persons with disabilities).

Safeguarding & Compliance:

• Adhere to and promote LABDI’s policies on child safeguarding, protection from sexual exploitation and abuse (PSEA), and data confidentiality at all times.

Qualifications, Experience, and Skills

• Bachelor’s Degree or HND in Social Sciences, Community Development, Psychology, or a related field.
• At least 2 years’ experience in humanitarian or development settings, ideally in accountability, feedback, or case management roles.
• Demonstrated understanding of accountability to affected populations (AAP) principles and safeguarding standards.
• Strong communication and interpersonal skills, including facilitation and conflict resolution.
• High degree of integrity, empathy, and confidentiality.
• Good IT and data management skills (Excel, databases, case management tools).
• Fluency in English and local languages relevant to the project location is an asset.

Core Values:

• Accountability and transparency.
• Respect for diversity and inclusion.
• Integrity and confidentiality.
• Commitment to child protection and safeguarding.