The proposed project will support the promotion of digital skills under the Skilling Up Lebanon (SUL) initiative launched by the World Bank in 2019. This initiative aims to prepare young women and men for the local, regional and global jobs of the future and to attract digital technology (DT) players to invest in the region.
The grievance mechanism described in this section includes grievance (hereinafter referred to only as ‘grievances’). Grievances raised by stakeholders will be managed through a transparent process, readily acceptable to all segments of affected communities and other stakeholders, at no cost and without retribution. In addition, a GRM (Grievance Redress Mechanism) log is to be utilized to keep track of all the grievances that are reported and which will be documented as part of the regular progress reporting. A sample log could be found in Annex 1.
This grievance mechanism sets out the following steps to be taken to resolve grievances, the role of different staff members involved and timeframes to reach a decision on grievances. The types of grievances stakeholders may raise include, but are not limited to:
It is critical that workers understand that all grievances lodged, regardless of the project phase or activity being implemented, will follow one single mechanism and will ensure the confidentiality and anonymity of the concerned party.
The channels that are available for direct and indirect workers to register any grievances are as follows:
The hours of operations of the GRM shall be from Monday to Friday, 9AM-5PM. The timeline for closure of grievances shall be no longer than 5 working days, and the outcome will be communicated by the Executive Director.
All complaints except the SEA/SH ones will be directed to the program coordinator who will involve the right parties. SEA/SH complaints shall be directly escalated to the Executive Director who will ensure confidentiality and a survivor-centered approach as per the World Bank’s Good Practice Note and ensure referral of survivors to the relevant service providers where necessary. The complaint shall be logged onto the GRM log and will be documented as part of the BDD’s regular progress reporting and as per the provisions of the Environmental and Social Commitment Plan (ESCP). BDD will ensure data confidentiality of all registered complainants.