Grievance Redress System (KC-NCDDP) Outline • • Overview of GRS - Introduction - Principles Grievance Redress Components - Grievance installation - Handling and monitoring structure - Grievance handling procedure - Monitoring and reporting Overview of GRS What is Grievance in Kalahi CIDSS? injustice complaint accusation suggestions wrongdoing criticism comments gripe MECHANISM Overview of GRS Respond to queries and clarifications Resolve problems implementation arising from project Address complaints and grievances efficiently and effectively Overview of GRS Transparency GRS Principles Empowering and participatory Socially inclusive and open Institutional capacity-building for good governance Simple and accessible Quick and proportional action Objective and independent Anonymity and security Due process Grievance Redress Components Installation Handling and Monitoring Structure Handling Process Monitoring and Reporting System GRS Installation Checklist GRS Orientations and Trainings GRS Committees Information Materials Means of Reporting Grievances Major GRS Activities in the CEAC Cycle Stage Municipal Orientation Activities The Grievance Redress System (GRS) is explained, and a resolution forming a municipal grievance committee composed of representatives of barangay grievance committees, is passed. Community Consultation The GRS is explained, and community volunteers for the 1st BA barangay grievance committee are selected. Resolution is passed on the formation and composition of the Barangay Grievance Committee. The CEF and their municipal counterparts orient the Barangay Grievance Committee on their roles and tasks in helping resolve grievances arising in implementation. Community Managed Implementation of Subprojects The CEFs facilitates resolution of grievances, as they arise. Grievance Redress Components Handling and Monitoring Structure Area Coordinating Team Municipal Grievance Monitor (Area Coordinator) Barangay Grievance Monitor (Community Facilitator) MIBF/ Municipal Forum Brgy Assembly/ Cmty Consultations Barangay and Municipal Level MIAC/MDC and representative of Grievance Committees Grievance Committee Brgy-based institutions Grievance Redress Components Handling and Monitoring Structure Roles of GRS Committee Once elected, the GRS committees will serve as the Community Facilitator’s assistant in ensuring that the GRS is properly installed in the barangay. The GRS committee will coordinate with the Lupon Tagapamayapa and other barangay grievance structures to discuss possible ways to harmonize the various systems (example: representation of Lupon Tagapamayapa in the GRS committee). In cases when there is a need for fact-finding, the GRS committee will assist the Community Volunteer in calling for community assemblies, and securing means of verification and other pertinent documents regarding the grievance. The Grievance Committee will also inform the Community Facilitator about existing PINCOS in the community and how they were addressed or what actions are expected from the management. Documentation of grievances that were raised during community assemblies/meetings or submitted through other channels such as the grievance box. Grievance Redress Components Handling and Monitoring Structure Roles of the Area Coordinating Team Monitor and ensure installation of the Grievance Redress System Provide coaching to grievance volunteers on GRS handling process and conflict resolution Receive complaints and accomplish Intake Form Convene the grievance volunteers and facilitate resolution of complaints/issues. Monitor resolution and ensure closure to every grievance. Submit required monthly and quarterly report to the regional Office Grievance Redress Components Handling Process 1) Intake 2) Verification & Action 3) Feedback 4) Follow up Grievance Redress Components Handling Process GRIEVANCE Typology indicates severity of grievance Type C Conformance with government procurement finance guidelines KC/ and Type B Compliance with project processes, MOA and other KC implementation arrangements Type A General queries/ comments/ Suggestions Sub-categories Administrative CEAC Schedule/Timeline Delivery of materials Gender Concerns Delivery of LCC Financial management KC process/design/guidelines LGU Participation O&M/Sustainability Community Participation Quality and Operations of SP Graft and Corruption Social and environmental safeguards RFR Processing Salary and allowances Subproject implementation Positive Comments Procurement TA/support, information dissemination and Cap. Building Grievance Redress Components Monitoring and Reporting System GRS FORMS: Barangay and Municipal Installation Form Grievance Intake Form Peace be with you!
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