I-GENERAL Responsibilities:

The care of Afghan Families (CAF) intends to hire Grievance Redress Mechanism Officer to support the work of the Kabul EPHS/BPHS project. He/she will be responsible for supporting the Health project to ensure communities' complaints are effectively and efficiently handled, responded to, and resolved in a stipulated timeframe. Through close coordination with the project technical team to ensure smooth implementation of the project, clients survey and verification, OPSEA IEC package distribution, GBV and social issues/concerns are addressed following applicable national regulations and relevant guidelines and policies. The subject position also holds the responsibility of public awareness & information discloser and other related tasks which will recommend by Project Manager

Duties & Responsibilities

Specific responsibilities and duties include; (a) Handling, respond and resolving complaints (b) Managing the grievance, (c) update on the timely manure GRM database (c) Stakeholder consultation and information disclosures (d) Train and close coordination with Facilitating Partners (FP) GRM officers. The Grievance Redress Mechanism officer has to support the Senior Environmental and Social Safeguard officer at CAF provincial office on overall citizen engagement and grievance redress duties and will be responsible for, but not limited to, the following tasks: 

• Managing the local community and any other complainant’s grievance redress mechanism and the FP GRM officers.
• Tracking of and public information made available regarding number of complaints received, resolved, or mediated.
• Conduct a risk-based assessment of potential grievances, disputes, or conflicts.
• Based on the findings of the assessment establish an action plan that identifies priority areas for FP GRM teams strengthening grievance capacity, or if necessary, enhance the mechanisms at the district level.  
• Ensure that the awareness of the Grievance Redressed Mechanism (GRM) massages and uptake channels share and present amongst all the stakeholders through public awareness campaigns.
• Maintain information of grievances and Redressed.
• Monitor the activities of FP GRM officer and sub project level GRC on their action during grievances resolutions.  
• Share the local community complaints with FP GRM officer to handle and resolutions.
• Following and monitor with complaint owners to ensure complaint resolution is advancing in a timely manner and using a fair process.
• Guide and train the FP GRM officer on related tasks to enhance their capacity.
• Record the received complaints and concerns in the GRM/OPSEA MIS database.
• Prepares, attains and presents grievances documentation for planned, regulatory hearings and/or during audits, as needed.
• Develop capacity building plan and on job training for FP GRM officer where needed.
• Coordinates and communicates with PPHD, FP and other relevant ministries/entities on grievances related to their offices.
• Responds to HQ grievances officer with minimal direction; while assisting members, via phone or face to face, further/support quality related goals.
• Documents all grievances in an accurate and timely manner as per policy, related follow-up activities and final outcomes in designated systems while concurrently maintaining secure, comprehensive and clearly defined files.
• Works collaboratively, coordinates, communicates and integrates recommendations from impacted organizational departments and/or Senior Level authorities and other designated staff, as approved and required.
• Generates reports with trend analysis and recommendations for quality improvement to GRM coordinator and ESSSS, as required.

Quality of BPHS Services including Infection preventions and waste management system: The GRM/OPSEA Officer is expected to participate in application of quality assurance (QA) throughout the cycle from planning, and implementation to evaluation at the provincial level.

 Medical:

To make sure that the medical care is delivered with the acceptable quality

• • • The attitude toward patients is improved
    • The medical rule is respected during the service to population
    • The diagnosis is justified, right treatment is used and established MoPH standards protocols are implemented
    • The drugs are rationally used
    • The right classification of patents is done
    • The universal precaution is respected

Supervision and Monitoring:

1. Support the project management team in adopting a supportive supervision approach in EPHS/BPHS facilities.
2. Develop detailed supervisory action plan in the beginning of each month for the assigned area and submit timely monthly report to line Manager.
3. Conduct regular visits on monthly base to the health facilities and one HP of assigned supervisory area and keep the remaining days for the administrative issues
4. Follow up of monitoring of action plan of external monitors including the PPHD and MoPH.
5. Leading the field data collection in household survey.

 Recording and Reporting: Ensure all the activities under this scope of work mentioned under duties and responsibilities are properly documented, being available data are used for further improvement of BPHS services and management. Furthermore, support the project manager and ensure the following reports are submitted timely: