Community Liaison Officer

Role purpose

The Community Liaison Officer (CLO) supports stakeholder engagement and grievance management in line with the Project Stakeholder Engagement Plan (SEP), the Project Grievance Redress Mechanism (GRM), and EBRD Performance Requirement 10 (PR10). The role serves as the primary interface between the Project and external stakeholders, ensuring timely, transparent, and well documented engagement throughout construction.

Key responsibilities

Stakeholder engagement & GRM (external)

• Conduct and regularly update stakeholder mapping for the Project area of influence, identifying key stakeholder groups and individuals.
• Implement stakeholder engagement activities in line with the SEP and lender requirements, including ongoing communication, consultations, and information disclosure.
• Plan, organize, and participate in public consultations, community and stakeholder meetings, ensuring documentation of feedback and follow up actions.
• Maintain accurate engagement and grievance records and prepare inputs for internal reporting and lender reporting on stakeholder engagement, grievances, and social matters.

• Administer the GRM, including receipt, registration, tracking, follow up, and closure of grievances and inquiries in line with SEP requirements.
• Undertake regular field visits, including weekly checks of grievance boxes located in the city, to ensure accessibility and effectiveness of the GRM.
• Maintain and regularly update the external grievance log, ensuring accurate status tracking and timely resolution.

• Conduct regular field visits in the Project area of influence to identify concerns and emerging social risks, including informal engagement and short interviews with community members and local stakeholders.
• Support observation of workforce welfare related matters during site and facility visits, including gender and GBVH related concerns, and flag relevant issues through the E&S team and the Gender Focal Point for follow up.
• Monitor social media, online platforms, and mass media for Project related mentions and emerging reputational risks, maintaining records and escalating relevant issues as needed.
• Coordinate with the Project team and contractors to support timely response to stakeholder concerns and implementation of agreed actions.

Document control and correspondence management

• Organize and maintain the Project document control system, including registers for all key documentation (letters, reports, contracts, minutes, internal orders, and other records) and the document archive, ensuring traceability and secure storage.
• Register, track, distribute, and control incoming and outgoing correspondence.
• Operate electronic document management systems (M-Files and Documentolog), including document registration, version control, status tracking, and approval workflows.
• Ensure accuracy, completeness, version control, and proper formatting of Project documentation in both electronic and hard-copy archives.
• Monitor timely review, approval, and circulation of documents among responsible parties.
• Monitor deadlines and follow up on document-related actions within the assigned scope.

Required qualifications and experience

• Minimum 2 years of experience as a CLO or in similar stakeholder engagement and grievance management roles on IFI financed projects.
• Practical knowledge of stakeholder engagement and grievance management aligned with lender expectations, including PR10 type requirements.
• Strong documentation and recordkeeping skills, with attention to traceability and version control.
• Confidence working with electronic document management systems and registers (experience with Documentolog is an advantage).
• Willingness to travel weekly as part of the role.
• Languages: Kazakh, Russian, and English (working proficiency).