Department: Human Rights 

Reports to: Human Rights Manager

Operational Interface: Farms, factories, packhouses, security, transport, labour contractors, trade unions, community leaders

Location: Site based with frequent field presence

Grade: Mid level Professional

**Role Purpose **

The Grievance Officer is responsible for the effective operation of the company’s operational level grievance mechanisms covering employees, contract workers, trade unions, and surrounding communities. The role ensures that grievances related to labour conditions, workplace conduct, union relations, community impacts, land use, security, and environmental or social concerns are received, assessed, resolved, and remediated in accordance with Kenyan law and UNGP Principle 31 effectiveness criteria. The role focuses on early resolution, dialogue, and remedy, preventing escalation into labour disputes, community conflict, regulatory action, or reputational harm, while strengthening trust with workers and neighbours of the operation.

Scope of the Grievance Mechanism The grievance mechanisms managed under this role applies to:

● Permanent, temporary, seasonal, and migrant workers

● Labour supplied through contractors or third-party agents

● Trade unions and worker representatives

● Local communities impacted by farming, manufacturing, transport, or security operations

**Core Responsibilities **

1. Grievance intake and accessibility: Receive and log grievances from workers, unions, contractors, and community members through accessible, confidential, and non-retaliatory channels.

2. Initial assessment and triage: Assess grievances for urgency, risk, and rights impact, and determine appropriate resolution pathways including referral or escalation.

3. Case registration and tracking: Maintain a complete grievance register and track cases from receipt to closure in line with defined timelines and transparency requirements.

4. Investigation and fact finding: Conduct or coordinate impartial investigations involving interviews, site inspections, and document review across farms, factories, and service areas.

5. Stakeholder engagement: Engage complainants, supervisors, union officials, labour contractors, and community leaders to support dialogue-based resolution.

6. Resolution facilitation: Facilitate fair, culturally appropriate, and practical resolutions including mediation, corrective actions, and negotiated settlements.

7. Remedy and corrective action: Recommend and monitor implementation of remedies that are proportionate, rights compatible, and aimed at restoring trust and preventing recurrence.

8. Communication of outcomes: Communicate findings and outcomes clearly and respectfully to complainants, ensuring understanding of decisions and remedies.

9. Appeals and escalation management: Manage grievance appeals and escalate unresolved or systemic issues to management or formal mechanisms where necessary.

10. Data analysis and reporting: Analyse grievance trends across labour, union, and community issues and prepare actionable reports for management and ESG disclosure.

11. Compliance and standards alignment: Ensure grievance handling complies with Kenyan law, Collective Bargaining Agreements, company policy, and UNGP Principle 31.

12. Learning and system improvement: Use grievance insights to strengthen supervision, contractor management, community engagement, and preventive controls. Authority and Independence The Grievance Officer is authorised to access relevant operational records, engage employees and community members directly, and escalate matters independently where required to ensure credibility, fairness, and effectiveness of the mechanism.

Qualifications

1. Bachelor’s degree in law, Labour Relations, Dispute Resolution, Human Resources, Social Sciences, or related field.

2. 2-3 years of practical experience in grievance handling, investigations support, or labour relations.

3. Demonstrated ability to handle sensitive matters with discretion.

4. Strong knowledge of international human rights frameworks and labour standards.

5. High ethical standards and cultural sensitivity.

6. Practical experience working with unionised environments, seasonal labour, or community facing operations.

7. Training in mediation, alternative dispute resolution, or human rights due diligence.

8. Experience with ESG audits, donor or lender standards, or certification schemes (for example, social audits).

**Core Competencies **

1. Objective investigation and analytical ability

2. Conflict resolution and mediation skills

3. Strong communication across literacy and cultural contexts

4. High integrity, neutrality, and emotional intelligence

5. Ability to manage sensitive issues discreetly and calmly

What Success Looks Like

1. Workers and community members raise concerns early and voluntarily.

2. Labour and community disputes are resolved at site level.

3. Management receives credible early warning signals.

4. Repeat grievances decrease over time.

5. ESG audits and assessments confirm effective access to remedy.

**Qualifications and Experience **

● Bachelor’s degree in human rights, social sciences, political science, international relations, or a related field.