Grievances Officer, Internally for UNRWA staff only

Organizational Context

The United Nations Relief and Works Agency (UNRWA) is a UN entity established in 1949, mandated to assist and protect approximately 5.8 million registered Palestine refugees across Jordan, Lebanon, Syria, the West Bank, and Gaza. Its mission focuses on enabling human development pending a just solution to their plight. UNRWA provides essential services including education, healthcare, and social services, operating as the largest UN operation in the Middle East with over 30,000 staff.

Job Purpose

The Grievances Officer manages the end-to-end petitions and complaints process for UNRWA staff, ensuring timely and quality responses. This role involves conducting thorough studies, formulating fair recommendations, and providing written replies to petitioners. The officer will also play a crucial role in de-escalating tense situations arising from complex issues and professionally managing escalated complaints. A key aspect of the position is to analyze complaint types, volumes, trends, and root causes to inform executive management and drive continuous improvement in policies and procedures. The role contributes to maintaining staff welfare and operational efficiency by addressing concerns and identifying systemic issues.

Responsibilities

Manage the complete petitions and complaints process, ensuring thorough investigation, fair recommendations, and timely, quality written responses. Provide evidence and materials to support recommendations. Participate in de-escalating tense situations related to complex petitions or issues. Professionally manage any escalated petitions or complaints. Report on complaint types, volumes, trends, and causes to executive management. Maintain and update electronic and manual correspondence for quality assurance. Analyze root causes of complaints to drive improvements in policies, processes, and procedures. Assess and oversee the implementation of preventative actions for received complaints. Compile annual reports, highlighting trends and recurring issues affecting staff and Palestine refugees. Liaise with internal partners, such as Department Heads, on matters affecting Agency operations. Perform other duties as assigned by the supervisor.

Work Experience

A minimum of four years of progressively responsible relevant work experience in administration or a similar field is required. Of this, at least two years must be specifically in petitions/complaints work. Possession of a valid driving license is also required.

Skills

Core Values: Integrity, Professionalism, Respect for Diversity. Core Competencies: Communication, Working with People, Drive for Results. Additional Skills: Planning and Organizing, Persuading and Influencing, Analyzing, Following Instructions and Procedures, Learning and Researching.

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