• Installation and Maintenance of Complaint Boxes:
• Ensure installation of complaint boxes in administrative areas (Main Office, Provincial Office, health facilities, etc.).
• Maintain the security of the boxes with locked keys managed by committees at Main Office, Provincial Office, and Health Facilities (HFs).
• Establishment of Grievance/Complaint Contact:
• Establish and manage an email and contact number for grievances/complaints, controlled by the Grievance Redressal Committee (GRC).
• Provide voice recording facilities for complaints/redressal purposes.
• Print the email and contact number on each complaints box for accessibility.
• Responsibilities of GRM Supervisor:
• Monitor and enforce the complaints box procedure in accordance with JACK guidelines.
• Opening and Handling of Complaint Boxes:
• Organize monthly opening sessions with a quorum of at least 3 members from the GRC and a community representative.
• Review and decide upon solutions for all complaints/suggestions/requests received.
• Prior to opening the boxes, ensure follow-up of previous complaints by the GRC.
• Documentation and Record-keeping:
• Take and maintain minutes of the opening sessions, recorded by the convener.
• Open complaint boxes from health facilities, Provincial offices, and administrative areas simultaneously.
• Record all complaints/suggestions/requests in the JACK complaints register, overseen by the Deputy Director and Senior Advisor.
• Obtain signatures of all GRC members on meeting minutes.
• Conflict of Interest Management:
• If any complaint involves a GRC member, ensure their exclusion from the resolution process.
• Follow-up and Reporting:
• Oversee follow-up of all complaints/suggestions/requests until resolution or closure.
• Share complaint status updates with the Board of Directors and General Directors.
• Adherence to JACK Policies:
• Ensure timely resolution of reported cases in accordance with JACK policies, GRM Policy, rules, responsibilities, and regulations.
• Record Maintenance:
• Maintain records of redressal/complaints and meeting minutes on a monthly basis.
• Action Based on Final Complaint Reports:
• Take appropriate actions based on the final reports of complaints, including promotion, demotion, warnings, termination, and staff appraisal.
• Ensure that reported cases are timely addressed as per the JACK policies (GRM Policy), Rules, Responsibilities and Regulations.
• Maintain the record of Redressal/complaints and minutes of the meeting on monthly basis.
• Address, record and follow up all reported cases (through complaint boxes, Emails and any other written/oral complaints) with all the concerned stakeholders until they are solved or closed.
• The GRM will be take an action base on final report of complaints (promotion, demotion, warnings, termination and staff appraisal).
• The GRC meets every 2nd week of the month, in the JACK Main Office as well as Field Offices.
• Ad hoc meetings can also be convened in case of emergency or to follow up violations of Human Rights or abuses inside the JACK.
• GRM  should proceed with all complaints in transparent and unbiased manner and should resolve the cases on merit.
• GRM supervisor should respect the confidentiality of the cases and should not leak any information out.
• GRM Supervisor  should not take retaliation for any complaint raised by any resident against any GRC member.
• GRM supervisor should pay attention to all security and safety of complainants.
• GRM Supervisor shall maintain record of all cases safely to avoid any breach of confidentiality
• Complaints/Redressal Mechanism

The Program GRM Supervisor, must have the qualification of MD doctor preferably diploma holder and with experiences should have BPHS/EPHS implement experience and data analysis  of management, report writing and training, knowledge of supervision, monitoring and evaluation for at least four years and fluently in local and English languages. She/he is responsible for the planning, organizing, implementing, supervision /monitoring of all project activities having excellent Computer Skills and MS Office knowledge, particularly MS Excel. Fluency in English and Local Language (Pashto and Dari) and Good communication skills and ability to work in a team.