PHC Comm&Grievance Off.Lebanon

Deadline to apply: February 8, 2024

About the Opportunity

JOB SUMMARY  

The Communication and Grievance Officer is responsible for developing and implementing communication strategies, in addition to managing and resolving grievances and complaints related to the services provided, to enhance the public image and reputation of the Primary Health Care (PHC) Department within the Ministry of Public Health (MoPH).

The role involves crafting clear and effective communication messages, managing media relations, and ensuring timely dissemination of information to both internal and external stakeholders. Also, it involves implementing a fair and transparent grievance resolution process, maintaining records of grievances, and providing recommendations for continuous improvement.

To perform this job successfully, an individual must be able to perform each essential function with or without reasonable accommodation.

MAIN TASKS AND RESPONSIBILITIES

•    Develop a comprehensive communication strategy aligned with the goals and objectives of the Primary Health Care Department.
•    Create, disseminate, and coordinate internal and external communications, including press releases, newsletters, and social media updates.
•    Identify key messages and target audiences to effectively communicate departmental initiatives and achievements.
•    Establish and maintain strong relationships with media outlets.
•    Act as the department’s spokesperson and handle media inquiries promptly and professionally.
•    Create engaging content for press releases, articles, website updates, and social media platforms.
•    Ensure consistency in messaging and branding across all communication channels.
•    Facilitate effective communication within the department, ensuring that all staff are informed about relevant updates and initiatives.
•    Collaborate with other departments to coordinate internal communications on cross-functional projects.
•    Develop and maintain a crisis communication plan to address potential issues promptly and effectively.
•    Act as a key contact person during crisis, providing accurate and timely information to the public and media.
•    Monitor media coverage and public sentiment related to the department.
•    Evaluate the effectiveness of communication strategies and adjust as needed.
•    Develop a quarterly Newsletter.
•    Perform patient experience assessment phone calls to beneficiaries of the PHC centers and immunization outlets to ensure compliance with the patient centered approach and MoPH directives in the provision of care.
•    Recording and following up on the resolution of any grievances communicated by the beneficiaries during the patient experience phone calls.
•    Train healthcare workers at the healthcare centers on complaints handling SOPs.
•    Update complaints handling manual and standards operating procedures (SOPs)
•    Receive complaints/comments/suggestions through MoPH complaints/grievance uptake channels (hotline, phone calls, website, mobile app)
•    Follow up on complaints handling process from ticket opening to closure (contacting the complainant, contacting the primary healthcare center, coordinating with MOPH team)
•    Liaise with the MoPH hotline on following up with the complaints.
•    Ensure the documentation of the complaints handling process through managing a database of complaints (date of complaint, contact info of complainant, complaint uptake channel, category of complaint, mode of resolution.) Follow-up on citizen engagement at the level of the primary healthcare centers
•    Conduct regular visits to primary healthcare centers to assess the grievance redress system work- flow and implementation.
•    Conduct site/field visits to primary healthcare centers to assess the complaints handling mechanism at the centers and provide technical support and coaching.
•    Help develop communication material to promote the complaints uptake channels including posters and complaints forms.
•    Monitor complaints for trends, patterns and systemic/design errors in the project and provide recommendations.
•    Develop regular progress reports on grievances with a focus on key performance indicators (KPIs)
•    Help and direct developing and updating an online grievance redress system for MoPH.
•    Conduct training sessions to educate staff on the grievance resolution process and the importance of prompt and effective resolution.
•    Other administrative tasks as requested by the Head of the PHC department.
•    Perform other duties as assigned. The duties and responsibilities listed in this document are representative of the nature and level of work assigned and not necessarily all inclusive.

Eligibility Criteria

•    Bachelor’s degree in communications, social work, public administration, public relations, or a related discipline.
•    Minimum of 3 years of experience in a similar role, preferably in a healthcare or public sector environment.
•    Strong written and verbal communication skills in Arabic and English are required.
•    Knowledge of communication tools and platforms.
•    Strong interpersonal and communication skills.
•    Ability to work independently and as a team member, take initiative, meet deadlines, and maintain flexibility.
•    Knowledge of primary healthcare service delivery processes.

Application Process

Using the link below, you need to create an account on the official IMC website and then you can proceed in the application process.

Application Link

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