Design and implement a mechanism for responding to beneficiary complaints and using the results of complaint management.
Establish Mediation Committees and Appeals Boards.
Develop an illustrated guide or manual for handling and managing complaints.
Integrate the social, environmental and inclusive dimension in the different phases of complaints management and processing.
Propose an operating procedure (procedures and mechanisms for managing and handling complaints).
Encourage the use of non-judicial processes for project-related issues;
Inform affected individuals and groups or other stakeholders of their rights to communicate their concerns to project representatives;
Encourage the free expression of requests, grievances, complaints, problems and concerns related to the project by affected communities and individuals
To deal effectively, fairly, impartially and transparently with requests and complaints from people affected by the project;
Contribute to building and improving a relationship of trust and mutual respect with stakeholders over time.
Participate in the planning of activities related to the WURI program’s complaints management mechanism;
Prepare periodic reports on the complaints and claims handling activities of the Program;
Contribute to the development of annual work plans and budgets by defining the needs in the area of complaints management and ensure their implementation;
Ensure that national legal provisions and the World Bank’s operational policies on social development are taken into account in the conduct of project activities;
Participate in the implementation of the recommendations (related to social aspects) of the reports of the Government and World Bank supervision missions;
Analyze data related to the management of complaints and claims in order to propose corrective measures to the satisfaction of complainants;
Ensure traceability of the implementation of social measures in the management and treatment of complaints in the project implementation reports;
Ensure that project communication plans reflect the priorities of the complaints management mechanism
Ensure the archiving of evidence of complaints handling, management and resolution;
Ensure in collaboration with the social development expert the implementation of adequate social activities and the efficient consideration of social measures as enshrined in the project’s social engagement plan;
Be proactive and contribute effectively to the management of risks related to the handling and resolution of complaints
Contribute to any other activities deemed necessary for the project and within its competence.
The Project Coordination Management Unit (WURI) invites eligible candidates (“Individual Consultants”) to express their interest in providing the services described above. Interested Consultants must provide information demonstrating (documentation in French language) that they have the required qualifications and relevant experience for the performance of the Services.
Interested Consultants may obtain additional information about the Terms of Reference on [email protected]/ [email protected] at the address below and during the following hours Monday through Thursday from 9:00 a.m. to 4:00 p.m. and Friday from 9:00 a.m. to 1:00 p.m.
The written application must be accompanied by the following files
Curriculum vitae (CV) dated and signed by the candidate certified as true ;
A letter of motivation signed by the candidate, addressed to the coordinator;
A legalized copy of the various certificates of employment or contract, training etc.;
A legalized copy of the diplomas and deposited at the address below in person, by mail or by e-mail no later than August 29, 2022 at 11:00 a.m.
Regional Identification Program for Integration and Inclusion (WURI), Manquepas, Immeuble Elhadj Moriba Yansané, 4th and 5th floor Tel: (+224) 624 21 22 11/622 47 42 18/622 55 72 97/ 624 63 19 53, Email: [email protected]/[email protected]/ [email protected]/[email protected] .
The application should be marked “Complaint Management Mechanism (CMM) Officer.”