Information / Reporting Specialist - Complaints Mechanism

 About the International Accord

The International Accord for Health and Safety in the Textile and Garment Industry (International Accord) is an agreement between garment brands and the global trade unions IndustriALL and UNI Global Union. The agreement builds on the 2013 and 2018 Accord on Fire and Building Safety in Bangladesh and is implemented by the International Accord Foundation based in the Netherlands. Over the years, more than 200 garment and textile brands have signed the International Accord.  Since May 2013, the Accord programs have reached over 2,000 factories employing around 2 million workers in Bangladesh. In December 2022 the Accord brands and unions agreed to establish a new program in Pakistan, which will promote worker safety through independent inspections, remediation and two Workplace Programmes comprising a safety training program and a worker complaints mechanism. 

About Health and Safety Accord (Pvt) Ltd:

The Health and Safety Accord (Pvt) Ltd, is a subsidiary of International Accord BV, The Netherlands, established with the objective of improving health and safety conditions in the textile and garment industry. 

We are currently hiring and invite applications from suitably qualified candidates for the position of Workplace Programs, Complaints Mechanism: Information and Reporting Specialist

 Compensation and Employment Terms:

We offer a dynamic, internationally oriented work environment, fringe benefits and competitive salary based on experience. The above position is currently offered as a one-year renewable contract. The position is based in Karachi, Pakistan with possible occasional travel to industrial sites in other cities, across Pakistan (as and when required).

Workplace Programs

Information and Reporting Specialist – Complaints Mechanism  

The Complaints Mechanism Information and Reporting Specialist will serve as a part of the Pakistan Accord Complaints Mechanism team in Pakistan under the supervision of the Complaints Mechanism Manager and Chief Complaints Officer, or their assigned person. 

The Accord Workplace Programs comprises two inter-related programs: the Accord Safety Training Program; and the Accord Safety Complaints Mechanism. These two programs together implement the worker awareness components of the Accord agreement: the right to refuse unsafe work, joint labour-management Safety Committees, a Safety Training Program and Complaints Mechanism. 

The Pakistan Accord staff Complaints Mechanism Information and Reporting Specialist shall be based in the Accord office in Karachi. The Accord staff Information and Reporting Specialist shall mainly implement the Accord Complaints Mechanism but may also contribute to implementation of the Accord Safety Training Program. 

Duties and Responsibilities: 

Receiving and logging complaints

• Handle the complaints phone.
• Monitor all channels for filing complaints.
•  Log complaints and follow-up calls in the information system.
• Alert the Complaints Team to complaints requiring immediate action.

Develop and maintain information systems

• Develop spreadsheets to support operations of the Complaints Mechanism.
• Contribute to the development of other management information systems.

Promotion of the Complaints Mechanism

• Contribute to the development of strategies for raising worker awareness.
• Contribute to the development of promotional materials/channels.

Data, editing and reporting

•  Maintain accurate quantitative and qualitative data on the Complaints Mechanism.
• Write, edit and conduct quality control of complaints summaries for publication.
• Contribute to the preparation of internal and public reports, as required.

Other responsibilities

• Conduct any other task related to the processing of complaints, as required.
•  Visit factories, as required.
•  Liaise with other Accord Departments, as required.
• Alert the Accord leadership to any problems or challenges that arise.
• Perform any other related duties as assigned by the Accord leadership. 

Qualifications and Skills: Ideal candidates shall have:

• Bachelor's / Masters’ Degree, social science, safety and health or other relevant discipline.
• Native fluency in written and spoken Urdu.
• Excellent written and spoken English.
• Ability to deal with sensitive and confidential information.
• Experience of handling complaints/working with complaints mechanisms.
• Advanced spreadsheet skills, including the ability to create formulas, functions, charts.
• Strong writing skills, including editing and proof-reading.
• High level of attention to detail.                                                        
• Knowledge of the textile and garment sector.
• Knowledge of occupational safety and health.
• Ability to work independently and as part of a team.
•  Excellent knowledge of Microsoft Office.
• Experience of dealing with a diversity of stakeholders, including workers, trade unions, employers.
• Excellent inter-personal, communication, organizational and documentation skills.
• High level of professionalism, integrity, honesty, strong work ethic, and commitment to the goals of the Pakistan Accord.