This Grievance Management (GM) will be used to address complaints and grievances associated with interventions implemented under NYOTA. It outlines the procedures for receiving, recording, handling, and reporting grievances at the various project levels, from sub-counties to the national.

If you wish to register a grievance/complaint, please click on the link below;

Grievance Registration

Benefits:

• Gives voice to the marginalized and promotes inclusion;
• To gain feedback to improve project implementation;
• To enhance relationships, improve communication;
•  Increase confidence and trust with the affected community
• To reduce operational/reputational risks.

Guiding Principles Grievance Mechanism

• Fairness
• Objectiveness, legitimacy, and independence
• Simplicity and accessibility
• Responsiveness and efficiency Speed, proportionality, and predictability
• Participatory and social inclusion
• Anonymity/confidentiality/sensitivity

GM Staff

GM Focal Person – Environmental and Social Safeguards Officer at National Level: 

• Coordinate the formation of Grievance Management Committees (GMCs) at the national, county, and sub-county. 
• Serve as the Focal Person (FP) for Grievance Management at NPMU.
• Maintain overall project GM log detailing grievances received, resolved, escalated and closed out.

GM Focal Person - CDY at County Level: 

• Serve as the FPs for grievance management at County levels;
• Create awareness of the GM amongst all the stakeholders at the County level; 
• Register, categorize, analyze, resolve grievances at the county level and provide feedback to the aggrieved;
• Maintain the GM log in both soft and hard copies;
• Follow up on pending issues with the sub-county, county, and national level Grievance Management Committees;
• Identify gaps and recommend actions for improving the GM to the NPMU;
• Prepare monthly/quarterly reports on all grievances received and processed and submit to the NPMU;
• Build the capacity of the project staff at the county level on grievance management;

• Monitor performance of the project GM by taking periodic audits of all GM activities at the county level.

   

GM Focal Person - SCYDO at Sub-county Level: 

• Serve as the FP for grievance management at the sub-county level;
• Create awareness of the GM amongst all the stakeholders at the sub-county level; 
• Register, categorize, analyse, and resolve grievances at the sub-county level and provide feedback to the aggrieved;
• Maintain the GM log in both soft and hard copies;
• Follow up on pending issues with the sub-county, county, and national level grievance management committees;
• Identify gaps and recommend actions for improving the GM to the NPMU;
• Prepare monthly/quarterly reports on all grievances received and processed and submit to the NPMU;
• Build the capacity of the project staff at the sub-county level on grievance management;
• Monitor the performance of the project GM by taking periodic audits of all GM activities at the sub-county level.

Grievance Management Process/ Steps

Step 1: Reporting and Receiving Grievances

Step 2: Recording and processing of grievances

Step 3: Reviewing and Investigating Grievances

Step 4: Developing resolution options and preparing a response

Step 5: Feedback mechanism

Step 6: Monitoring and Reporting of Grievance Mechanism

GM Uptake channel

• Physical address to submit verbal and written complaints to National Management Unit, County Youth Development Office and Sub County Youth Development office.
• GM Focal Person Desk
• Toll-Free line with a provision for WhatsApp, SMS, and E-mail address