Grievance Management Specialist | NHA

Role & responsibilities

• Operations - sources grievances from E-office (received from MOHFW/PMO/Direct Grievances), email and upload them to the CGRMS portal. Grievances reflecting on portal Grievances reflecting on portal shall be pushed to the respective state for action and ensure adherence to the TAT.
• Grievances received via E-office + Grievances received via social media Send to State for resolution Grievances related to overall Policy + Non-implementing States Resolution shall be provided in consultation with Manager / GM-operations Non-AB PMJAY Grievances shall be sent to particular department/ministry.
• Liasioning and coordination Directly coordinate with NHA State Coordinator for grievance redressal follow up. In case fail to achieve optimum outcome through NHA state Coordinate or felt need for direct interaction with the state official, attain approval from Manager /GM Operations for the same keeping in loop NHA State Coordinator.
• Report (CPGRAMS &CGRMS) - Develop attractive date driven weekly state report under the Supervision of Manager and ensure report is shared with the concerned state in timely manner. The content of the state report shall be Pending Grievances, Quality of resolution etc.
• Fortnight Report - Prepare fortnightly progress report for GM- Operations / internal review Report shall contain details pertaining to Grievance closed, pending, on hold etc. Portal Updation - Provide Technical and functional input to the Manager for upgradation of CGRMS portal.
• Data Analysis &Quality Assurance - Perform Qualitative and Quantitative analysis of the grievance redressal, state/district wise and further incorporate the findings in the weekly state report.
• Record Maintenance - Ensure holistic record maintenance by applying scientific methods.
• Capacity Building - Support in development of capacity building module, structure and schedule. Impart at training at the state. Guidance Document Support in Development of guidance document and update state in case addition of clause/standards introduced in the guidance document.

Preferred candidate profile

• Post Graduate Degree in Management /MBA from recognized University 6-8 years of experience.