JD for the position of Project Lead – Access to Remedy (Consultant)
Duration: Fixed Term Consultancy Position for 12 months
Based: India (hybrid/work from home based; full or part-time)
Closing date: 9th September 2024, 5pm
About us
Change Alliance Pvt Ltd is a leading consultancy in the development sector, offering a comprehensive range of services to civil society, the private sector, and government entities. With a strong track record, broad expertise, and an extensive network, Change Alliance effectively bridges the gap between policy and practice. Through its wide network of partners and civil society organizations, Change Alliance facilitates projects that address diverse development issues, transcending social and geographical boundaries. Our services encompass the design and management of large-scale programs, CSR advisory services, monitoring, evaluation, and research, as well as technical advisory, knowledge services, and training and capacity building across various sectors and industries. For more information, please visit www.changealliance.in.
1. Role Context
Change Alliance is dedicated to advancing workers’ rights and ensuring access to effective grievance mechanisms through strategic partnerships working on a worker helpline in India which is a key initiative within this commitment, designed to provide workers with a direct channel to voice concerns and seek support. Building on our proven track record in the readymade garment sector, particularly in areas such as business and human rights, labor rights, ensuring decent working conditions, and establishing effective grievance redressal mechanisms, we aim to further expand our work within these domains, especially within garment value chains and other sectors. This initiative is integral to our mission of promoting ethical labor practices and ensuring that workers’ issues are addressed promptly and effectively.
The Project Lead – Access to Remedy plays a pivotal role in the success of the workers’ helpline. This position is responsible for the comprehensive management and oversight of helpline operations, ensuring that the service meets the highest standards of quality and responsiveness. By leading the helpline call management team and ensuring adherence to established protocols, the Project Lead will help Change Alliance fulfill its objective of supporting workers, enhancing their well-being, and assisting our clients in meeting their human rights commitments.
2. Specific responsibilities:
The Project Lead for Access to Remedy will be responsible for managing and overseeing the operation of the worker helpline in India. The role involves coordinating a team of Helpline call management team, ensuring effective response to worker concerns, providing training, conducting spot checks, and analyzing data to support the overall success of the helpline.
2.1. Key Responsibilities:
a. Management and Oversight of Helpline Operations:
• Train, manage, and monitor the call management team to respond to worker inquiries via various platforms in multiple languages, including Tamil, Hindi, Odia, and Telugu.
• Ensure accurate and timely case management by overseeing the entry of case details into the Online Case Management system, adhering to confidentiality and data privacy policies.
• Develop and maintain staffing plans to ensure the helpline is adequately staffed and operational in accordance with protocols.
• Ensure compliance with policies and maintain a high standard of service delivery.
b. Training and Translation Support:
• Assist in the development of training materials for factory managers and workers, and, when necessary, conduct on-site training sessions.
• Coordinate the translation of materials into relevant languages and manage on-site training teams to enhance project awareness and implementation.
c. Spot Checks:
• Conduct unannounced or semi-announced checks at worksites to assess working conditions and worker awareness of the helpline.
• Report findings to client and provide recommendations for next steps.
d. Analysis, Reporting, and Administrative Duties:
• Contribute to data analysis and report generation on helpline activity, ensuring that cases are resolved within specified timelines.
• Participate in weekly check-in meetings and project calls, providing insights and recommendations for improvement.
• Identify emerging trends and risks and propose solutions to address root causes.
3. Performance Expectations:
• Ensure all project team are adequately trained and available during business hours, with a focus on timely response to calls and messages.
• Regularly update staffing plans and maintain accurate records in the system.
• Ensure follow up on cases within designated timelines, ensuring that all worker inquiries are addressed promptly and effectively.
• Generate timely reports and participate in review meetings
• Work with Development Advisory Services (Gender, Diversity & Inclusion) team on this area of work and on related tasks assigned, including business development.
4. Applied skills/knowledge and expertise
Qualifications:
• Minimum master’s degree in social sciences or relevant subjects with at least 15 years of experience working on themes such as business and human rights, decent work, and labor rights issues, specifically in the garment sector, seafood, leather, and other value chains.
• Good awareness and understanding of decent work and labor rights principles, better working conditions, and international, national, and state-based law frameworks.
• Strong understanding of decent work and access to remedy programs and best practices in the development sector, along with familiarity with similar initiatives.
• Proven experience in managing helplines or similar services as part of access to remedy and grievance redressal mechanisms, with a focus on worker rights and grievance resolution.
• Strong organizational and leadership skills, with the ability to manage a multilingual team.
• Ability to create training modules and organize capacity-building sessions at various levels in different value chains.
• Familiarity with case management systems.
• Excellent communication and problem-solving skills.
• Commitment to upholding confidentiality and data privacy standards.
• Ability to analyze data and create presentation decks on emerging trends and issues.
• Excellent interpersonal skills, including the ability to discuss and address sensitive issues.
• Ability to work effectively in teams as well as independently.
Location: The position is consultancy contract based in India (hybrid/work from home based full or part time), with potential travel required for on-site training and spot checks.
Reporting To: The Project Lead will report directly to the Manager – Gender, Diversity & Inclusion (GDI) of the Development Advisory Services Unit (DAS) and to the client and collaborate closely with client to ensure the successful operation of the helpline, trainings and management of the programme.
How to Apply
Eligible candidates interested in this position are requested to send a cover letter and th eir updated and detailed CV to the Email ID: jobs@changealliance.in, by or before 5pm, 9th September 2024. Important Note: Please mention “Application for the post of Project Lead – Access to Remedy (Consultant).”
Further information
We value the contribution each person makes to the success of our organization; we will offer appropriate rewards and benefits that will ensure you enjoy a good work/life balance.
Change Alliance is committed to providing a safe and trusted environment for every person connected to the work we do; and to preventing any type of unwanted behaviors including sexual harassment and exploitation, abuse, and financial misconduct. Any candidate offered a job with Change Alliance is expected to share and demonstrate our values and adhere to Change Alliance’s Safeguarding policy and sign Change Alliance’s Code of Conduct.
Change Alliance has a vision of changing lives through inclusive growth and sustainable development for a better tomorrow. It exists to create a world where everyone can live a full life, free from poverty and lead a dignified life.