Staffing Questions Options Tools Is staffing sufficient for the volume and complexity of complaints received? Sufficient: Not all projects have dedicated staff to handle complaints. Often this task is conducted by the community relations (CR) or community liaison officer (CLO) staff. Most CR/CLO staff can manage a few complaints a month, but if the volume becomes greater than this, it may be necessary to have a dedicated staff member(s) to handle complaints. Hire additional staff; train staff in other disciplines to accept and potentially manage community complaints; train contractors to handle complaints. In this toolkit: Section 5: Making a Grievance Mechanism Work Tool: Terms of Reference for Grievance Officer and Community Liaison Officer Tool: Grievance Mechanism's Roles and Responsibilities for Company Staff and Contractors Other Resources: IPIECA, Community Grievance Mechanisms in the Oil and Gas Industry, Tool 5: Job Description - Grievance Officer IFC Performance Standards Guidance Note 1 Are roles and responsibilities clearly defined and understood by staff and contractors? Clearly defined: See Roles and Responsibilities tool. It is important for site management to know their accountability for the grievance mechanism and to identify the staff member responsible for its functioning. It is also necessary for staff to understand responsibilities and boundaries. Define roles and responsibilities in project documents; hold informational sessions to clarify roles and responsibilities. Is proper training in Proper training: Do responsible and accountable staff receive in-depth training so they can manage the day-to-day aspects of the grievance mechanism? Are all staff members and contractors given training, and are their responsibilities clearly defined? Conduct training sessions for all staff that may interact with community complaints; conduct training for contractors.
Acknowledge Questions Options Tools Do complainants receive acknowledgement of receipt of the complaint within a reasonable timeframe? Reasonable timeframe: Usually this would be within 3-5 days of receipt. Create a customizable form for the grievance officer to send to the complainant. Keep it simple - Acknowledgement should specify that the complaint was received and what the complainant can expect from the process and timelines. In this toolkit: Section 5: Making a Grievance Mechanism Work Tool: Sample Complaint Acknowledgement Letter Are complainants given materials to help them understand the grievance mechanism process steps and timeline? Create a standard template to be included with the acknowledgement form. Are complainants given a progress update throughout the process? Establish requirements for communication at each step of the process. Create template text for letters that can be customized for each complaint.
and Monitor Questions Options Tools Has the complaint been closed in the grievance log (tracking system)? Make a tick box for complaint closure. File any documentation. In this toolkit: Section 6: Closing the loop: Using Grievance Mechanism Feedback to Improve Business Practices Resources: IFC. "Good Practice Note: Addressing Grievances from Project-Affected Communities," p. 28 ("Examples of Monitoring Measures Commensurate with Project Impacts") IPIECA, Community Grievance Mechanisms in the Oil and Gas Industry, Module 3 IPIECA. The IPIECA Community Grievance Mechanism (CGM) Toolbox (2014): How to Implement Community Grievance Mechanisms Guide, p. 13 ("Track and Monitor") Has a notice of closure been sent to the complainant? Closure: A complaint is closed when the resolution has been implemented or when further activity not be productive (i.e., the complainant does not accept the evaluation and offer of resolution). Create a template form with generic details to communicate to the complainant on closure. Has the complainant filed additional concerns related to the same complaint? It can be helpful to track follow-up complaints, as repeated and related complaints can indicate dissatisfaction and ongoing concerns for communities.