Grievances Officer (For Internal Candidates Only)

Org. Setting and ReportingUNRWA is a United Nations agency established by the General Assembly in 1949 and is mandated to provide assistance and protection to a population of some 5.8 million registered Palestine refugees. Its mission is to help Palestine refugees in Jordan, Lebanon, Syria, West Bank and the Gaza Strip to achieve their full potential in human development, pending a just solution to their plight. UNRWA’s services encompass education, health care, relief and social services, camp infrastructure and improvement, microfinance, and emergency assistance. UNRWA is the largest UN operation in the Middle East with more than 30,000 staff. UNRWA is funded almost entirely by voluntary contributions. If you are looking for a rewarding opportunity to make a tangible difference for one of the most vulnerable communities in the world, UNRWA would like to hear from you. • Supervisor: The incumbent of the post reports to the Director of UNRWA Affairs. • Supervisees: Not applicable. Responsibilities• Manages end-to-end the petitions/complaints process, ensuring that adequate study, fair recommendation, and written reply to the petitioner’s request have been met within quality standards and time frames as well as providing evidence and materials to support the recommendations; ensures strict confidentiality, impartiality, and neutrality according to UNRWA standards and policy in handling all grievances. • Participates in defusing tense situations that might arise in association with complex petitions/issues; manages any escalated petitions/ complaints in an appropriate and professional manner. • Develops and maintains SOPs for the petitions/complaints handling process, including referral mechanisms to the office of investigations, and escalation protocols through accessible channels (digital, in-person, or hotline) to receive complaints from staff and Palestine refugees. • Sets measurable indicators for response time, resolution rates, and satisfaction, and reports against these benchmarks. • Monitors, tracks and reports on petitions/complaint types, volumes, trends, and root causes, liaising with the relevant managers or departments to ensure timely follow-up and resolution. • Maintains a comprehensive complaints tracker, ensuring all cases are accurately logged, regularly updated, and supported with electronic and manual documentation for quality assurance and accountability. • Undertakes analysis of the root causes of petitions/complaints, using it as an impetus to drive continuous improvement policies, processes, and procedures. • Assesses and oversees the implementation of preventative actions of received petitions/complaints. • Compiles quarterly and final annual reports including analyzing complaints/queries, highlighting trends and recurring issues facing staff members and Palestine Refugees; to be shared with the Front Office. • As appropriate, liaises with internal partners such as Department Heads on matters affecting Agency operations or service delivery. • Performs other duties as may be assigned by the supervisor. CompetenciesUN Core Values of Integrity, Professionalism and Respect for Diversity, and Core Competencies of Communication, Working with People and Drive for Results apply by default. • Planning and Organizing • Persuading and Influencing • Analyzing • Following Instructions and Procedures • Learning and Researching Education• A first university degree from an accredited educational institution in Business Administration, Law, or other related discipline. Job - Specific QualificationNot available. Work Experience• You are required to have a first university degree from an accredited educational institution in Business Administration, Law, or other related discipline. • You are required to have at least four years of relevant work experience in administration, engagement with refugees, staff services or similar work. • Are you currently residing in Duty Station. It is required that you specify your current location. * You are required to make a declaration as to whether they have any current or past affiliations with non-governmental organisations, academic institutions, political organisations, military, or have/are engaged in activities or have made any public statements, that could be seen to impact their neutrality, objectivity or independence in the performance of their duties for the UN / UNRWA. Any declaration will not necessarily disqualify candidates from consideration for this post. * Do you have any outside activities or political affiliations that could potentially influence your ability to perform your duties with UNRWA? You are required to explain. LanguagesEnglish and French are the working languages of the United Nations Secretariat. For this job opening, English is required. Arabic is required. The table below shows the minimum required level for each skill in these languages, according to the UN Language Framework (please consult https://languages.un.org for details).