Overview The Fair Food Program (FFP) seeks a Complaint Investigator to address farmworker complaints and ensure Participating Growers comply with fair labor practices in South Africa. The Complaint Investigator will work with FFPs Director of Complaint Resolution and the programs in-country consultant to investigate and resolve complaints received on the FFPs 24/7 complaint hotline. This is a three-month contract position. The ideal candidate would reside in either the Northern or Western Cape. This role is a work-performed, contract-based position , with compensation tied to specific tasks and responsibilities as outlined below. Key Responsibilities · Conduct complaint intake promptly, when directed by the countrys in-country consultant and/or Director of Complaint resolution. · Collect and document detailed information from workers concerning their complaints. · Be calm and professional when dealing with sensitive issues and build rapport with the farmworker. Investigate and Resolve Complaints · Conduct follow-up interviews with callers, witnesses, and other parties to gather additional details. · Coordinate with FFP's Director of Complaint Resolution and in-country consultant to plan and conduct investigations. · Create initial drafts of clear and concise correspondence to the management of Participating Growers regarding complaints and assist in negotiating resolutions. · Maintain detailed records of investigations and outcomes in the FFP database. Collaboration and Training · Work closely with the FFPs in-country consultant, who will be the initial contact point for the 24/7 complaint hotline. The in-country consultant will handle the initial intake of worker calls, assess the urgency of complaints, and delegate cases to you for follow-up investigations and resolution under their ongoing direction. · Work closely with FFP staff and management representatives at Participating Growers to facilitate the resolution process. · Participate in initial and ongoing training to ensure alignment with FFP's mission, protocols, and expectations. · Contribute to team debriefs to share lessons learned and identify areas for improvement. Contractual Terms This position is offered as a three-month independent contractor role. The selected candidate will operate under a service agreement, which allows flexibility and aligns with the project-based nature of the work. Compensation and Benefits Competitive remuneration based on qualifications and experience. Reimbursement for approved work-related travel and expenses. Access to training and professional development opportunities. Equal Opportunity Statement The FFP is committed to fostering a diverse, equitable, and inclusive environment. Applications are welcomed from individuals of all backgrounds, regardless of race, ethnicity, gender, disability, or socioeconomic status. How to Apply Interested candidates are invited to submit their proposal and resume to Laura Vasquez, Director of Complaint Resolution, careersfairfoodstandards.org with the subject line: "Proposal Complaint Investigator (South Africa)." Applications should include: A cover letter detailing qualifications, relevant experience, and language proficiency. A current resume or CV. Proposed rates for work performed. Qualifications · Fluency in Setswana and at least one of the following languages: English and/or Afrikaans and/or Xhosa. · Strong commitment to human rights and social justice. · Excellent communication and interpersonal skills, with the ability to connect with individuals from diverse backgrounds. · Ability to maintain composure and professionalism in sensitive or stressful situations. · Detail-oriented, with strong notetaking and record-keeping skills. · Proficiency in database management and documentation. · Flexible availability, including evenings and weekends, on a rotational basis. · Valid drivers license and willingness to travel to rural areas. · Relevant education or experience in complaint resolution, investigations, or related fields.
