Grievance Officer at Eastern Produce Kenya

REFERENCE: EPK-NANDI -06/04/2022/004
The candidate will be based at our Nandi Office. His or her main role will be to provide support in coordination and implementation of EPK’s Operation-level Grievance Mechanism (OGM) which focuses to deal with a range of potential employee, out grower and community feedback which could include requests, issues and grievances arising in areas under direct control of EPK.

Main tasks include:

• Coordinate OGM implementation 
• Ensure access of OGM by community members and employees
• Assist with the first level Investigation
• Refer complaints/grievances to functional areas associated with the complaint
• Prepare and maintain documentation of all grievances (grievance books and register)
• Maintain a grievance database which tracks grievances from first being reported to closure
• To update the complainants on the investigation status, discuss EPK’s requests and communicate the
• resolution outcomes to build a consultative process of resolving grievances.
• Conduct meetings to establish a relationship with local stakeholder representatives of EPK to maintain support for OGM.
• Maintain a dialogue to gauge effectiveness of the Grievance Mechanism.
• Provide reports, including any recommendations from stakeholders to the Grievance Committee 
• against set KPIs and based on grievance data analysis
• Undertake sensitisation and awareness programs for EPK staff and contractor employees, small holder farmers and out growers
• Provide training to EPK employees assigned with the responsibility of investigating grievances.

Qualifications

• Degree / Diploma in Social Sciences, Human Rights, Public Relations/Communications or Conflict Resolution.

Experience

• 3 Years in Stakeholder Engagement or Community Relations work
• Prior experience in tea/coffee/sugarcane industry of Kenya is an advantage
• Excellent verbal and written communication skills, with fluency in the local languages (Swahili) and English is preferred
• Good knowledge of Microsoft Word and data analysis using Excel programmes
• Ability to work effectively with people extending outside his/her department, including working with senior company officials and local administrations.
• Empathetic towards sensitive personal and community issues 
• Adept at problem-solving, and building consensus from divergent views