Grievances Officer

Job Posting Organization:
The United Nations Relief and Works Agency for Palestine Refugees in the Near East (UNRWA) was established by the United Nations General Assembly in 194

• Its primary mission is to provide assistance and protection to approximately 5.8 million registered Palestine refugees. UNRWA operates in five areas: Jordan, Lebanon, Syria, the West Bank, and the Gaza Strip, focusing on helping these refugees achieve their full potential in human development while awaiting a just resolution to their plight. The agency is the largest UN operation in the Middle East, employing over 30,000 staff members and is primarily funded through voluntary contributions from UN member states, regional bodies, business foundations, and individual donations. UNRWA is dedicated to making a tangible difference in the lives of one of the most vulnerable communities in the world, and it encourages individuals who are passionate about humanitarian work to apply for positions within the organization.

Job Overview:
The Grievances Officer position is crucial for managing the petitions and complaints process within UNRWA. This role involves ensuring that all petitions are handled with care, providing fair recommendations, and delivering written responses to petitioners in a timely manner. The Grievances Officer will also be responsible for analyzing the root causes of complaints and using this information to drive improvements in policies and procedures. The position requires a proactive approach to defusing tense situations that may arise from complex petitions and managing escalated complaints professionally. The Grievances Officer will compile annual reports that analyze trends and recurring issues faced by staff and Palestine refugees, and will liaise with internal partners to address matters affecting agency operations. This role is integral to maintaining the integrity and effectiveness of UNRWA's operations and ensuring that the voices of the refugees and staff are heard and addressed appropriately.

Duties and Responsibilities:
The Grievances Officer will manage the entire petitions and complaints process, ensuring that each case is studied thoroughly and that fair recommendations are made. Responsibilities include:

• Overseeing the petitions/complaints process from start to finish, ensuring quality standards and time frames are met.
• Providing evidence and materials to support recommendations made to petitioners.
• Participating in defusing tense situations related to complex petitions or issues.
• Managing escalated petitions and complaints in a professional manner.
• Reporting on the types, volumes, trends, and causes of petitions and complaints for executive management.
• Maintaining and updating electronic and manual records of petitions for quality assurance.
• Analyzing root causes of complaints to drive continuous improvement in policies and procedures.
• Assessing and overseeing the implementation of preventative actions for received petitions and complaints.
• Compiling annual reports that highlight trends and recurring issues affecting staff and refugees. 1
• Liaising with internal partners, such as Department Heads, on matters affecting agency operations. 1
• Performing other duties as assigned by the supervisor.

Required Qualifications:
Candidates must possess a university degree from an accredited institution in Business Administration, Law, or a related discipline. Additionally, applicants should have at least four years of progressively responsible relevant work experience in administration or similar roles, with a minimum of two years specifically in petitions or complaints work. It is essential for candidates to disclose any close relatives working for UNRWA and to provide details if they are Palestine refugees. Furthermore, candidates must declare any affiliations with non-governmental organizations, academic institutions, or political organizations that could impact their neutrality and objectivity in performing their duties for UNRWA.

Educational Background:
A university degree from an accredited educational institution in Business Administration, Law, or a related discipline is required for this position. This educational background is essential to ensure that the Grievances Officer has the necessary knowledge and skills to handle complex complaints and petitions effectively.

Experience:
Candidates are required to have at least four years of progressively responsible relevant work experience in administration or similar roles. This experience must include a minimum of two years specifically focused on petitions and complaints work. This level of experience is crucial for understanding the complexities involved in managing grievances and ensuring that the process is handled with the utmost professionalism and care.

Languages:
For this position, proficiency in English and Arabic is required. According to the UN Language Framework, candidates must demonstrate a minimum level of proficiency in reading, writing, listening, and speaking in both languages. English is the working language of the United Nations Secretariat, while Arabic is essential for effective communication with the Palestine refugee community. Knowledge of French is considered an asset but is not mandatory.

Additional Notes:
The contract for this position is a Fixed Term Appointment for one year, which includes a one-year probation period. There is a possibility of extension based on satisfactory performance and the availability of funds. The position is classified at Grade G14, with a starting monthly salary of USD 1,628.40, which includes a supplementary allowance. Other benefits include a monthly Provident Fund contribution, compulsory medical insurance, 30 days of annual leave, and a dependency allowance if applicable. The incumbent may also be required to travel within the Agency's area of operations. This vacancy is open to internal candidates only, and only those residing in Lebanon and authorized to work in the duty station at the time of application are eligible. UNRWA is committed to achieving gender balance in its workforce and strongly encourages female candidates to apply. The Agency will not facilitate the issuance of work permits in Lebanon, and without a valid work permit, the appointment may be rescinded. Preference will be given to registered Palestine refugees and candidates who assist the Agency in meeting its commitment to gender parity. UNRWA welcomes applications from qualified candidates with disabilities.