Grievance Handling Officer

About PT SBE (PT Sempinur Bunga Energi)

PT SBE is a pioneering conservation and peatland management company in Kapuas Hulu, West Kalimantan. Our project covers ~48,000 hectares of peat ecosystems, focusing on fire prevention, hydrology restoration, biodiversity protection, and community engagement. We are building a lean, professional field team that works hand-in-hand with local villages to deliver long-term climate and conservation benefits, following international standards for Nature-Based Solutions (NBS).

Your work will demonstrate how conservation delivers real biodiversity benefits alongside climate goals.

Job Description Summary :

Runs SBE’s formal grievance mechanism end to end — auditable channel through which any community member, worker or third party raises a complaint and receives a tracked response. The role sits inside the community / FPIC arm: it receives, logs, triages and resolves. It does not enforce, and it does not investigate organised extraction — those matters route to the commercial / government-escalation arm.

Job Description :

• Operate accessible intake channels (in person, phone / WhatsApp, community drop-point, via facilitators) and log every grievance in one register with a unique reference and live status.

• Acknowledge within the published window; triage by type and severity. Route benefit and consequence-attribution disputes to the §5.4 appeal path and, where relevant, the Joint Committee; route organised-extraction matters to the commercial / government-escalation arm.

• Track each case to a documented closure; maintain confidentiality and an explicit no-retaliation stance.

• Produce grievance reporting for the Head and for CCB / VCS audit — volumes, categories, resolution times, recurring issues — and feed patterns back into engagement and benefit design.

• Uphold the two-arm doctrine at all times: document only, never enforce.

Job Requirement :

• Min Bachelor Degree in Forestry or equivalent

• 3–5 years in community relations, FPIC / safeguards, paralegal or complaints-handling work; familiarity with Kalimantan / Dayak communities strongly preferred.

• Local concession language(s) plus Bahasa Indonesia; English useful.

• Trusted, neutral and discreet with sensitive information; strong case-management and record-keeping discipline.

• Grievance log live and populated before FPIC opens.

• 100% of grievances acknowledged within the published window and tracked to closure.

• Audit-clean grievance records for CCB Gold.
  

“Our company has never levied any fees for the recruitment process nor has it required to order tickets and accommodation through a certain travel agent or certain person”