Staffing Questions Options Tools Is staffing sufficient for the volume and Hire additional staff; train staff in In this toolkit: complexity of complaints received? other disciplines to accept and Section 5: Making a Grievance Mechanism Work potentially manage community Sufficient: Not all projects have dedicated staff to Tool: Terms of Reference for Grievance Officer and complaints; train contractors to handle complaints. Often this task is conducted by Community Liaison Officer handle complaints. the community relations (CR) or community liaison officer (CLO) staff. Most CR/CLO staff can manage a Tool: Grievance Mechanism's Roles and few complaints a month, but if the volume becomes Responsibilities for Company Staff and Contractors greater than this, it may be necessary to have a dedicated staff member(s) to handle complaints. Other Resources: Are roles and responsibilities clearly Define roles and responsibilities IPIECA, Community Grievance Mechanisms in the Oil defined and understood by staff and in project documents; hold and Gas Industry, Tool 5: Job Description - Grievance contractors? informational sessions to clarify Officer roles and responsibilities. Clearly defined: See Roles and Responsibilities tool. It is important for site management to know their IFC Performance Standards Guidance Note 1 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. Is proper training in Conduct training sessions for all staff that may interact with Proper training: Do responsible and accountable community complaints; conduct staff receive in-depth training so they can manage the training for contractors. day-to-day aspects of the grievance mechanism? Are all staff members and contractors given training, and are their responsibilities clearly defined?
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.
Troubleshooting-for-GMs.docx