This brochure offers a framework and some practical suggestions for how best to build the capacity of an organization to manage an effective grievance redress mechanism (GRM). Herein, it focuses on personnel capacity for managing such a GRM. The brochure includes an explanation of what is meant by the often misunderstood term 'capacity', and how it applies to the tasks associated with making a GRM work well. This is done for every component contributing to capacity (i.e. orientation, knowledge, processes, skills, credibility, and tools.
Building Capacity for Grievance Redress Mechanisms
Fitzgerald, F. 2010. Building Capacity for Grievance Redress Mechanisms. Manila: Asian Development Bank.