MoSD Holds Consultative Workshop to Develop the Grievance Redress Mechanism Manual
Ramallah – The Ministry of Social Development today held a consultative workshop to present and discuss the draft Grievance Redress Mechanism (GRM) Manual under the Social Development Enhancement Project, implemented in partnership with the World Bank. The workshop brought together representatives of the General Union of Persons with Disabilities, the Advisory Board for the Development of Non-Governmental Organizations, and civil society organizations working in the field of human rights. The workshop forms part of the Ministry’s ongoing efforts to strengthen a more efficient and inclusive grievance redress system that enhances service quality and promotes the principles of transparency and accountability.
The workshop was opened by Mr. Ashraf Al-Barghouthi, Assistant Deputy Minister for Administrative Development and Planning, who welcomed the participants and emphasized that strengthening the grievance redress system requires effective coordination and collaboration among all relevant stakeholders. He described the system as one of the key instruments for improving service quality and enhancing responsiveness to citizens' needs. He explained that the workshop aims to discuss the Grievance Redress Mechanism Manual and its procedures through a participatory approach to develop practical, confidential, transparent, and effective processes, with particular attention to sensitive complaints, including those related to gender-based violence (GBV), thereby strengthening public confidence in the grievance mechanism and improving its effectiveness.
Mr. Mohammad Rashid Khaled, Head of the Complaints Unit at the Ministry of Social Development, presented an overview of the Ministry’s existing grievance redress system, including the procedures for receiving, processing, and resolving complaints. He emphasized the importance of continuously improving these procedures and expanding access channels for all population groups to ensure timely responses, high-quality complaint resolution, strengthened good governance, and improved public service delivery.
For her part, Ms. Kifah Rajoub, Environmental and Social Specialist at the World Bank, presented the draft Grievance Redress Mechanism Manual, explaining that the workshop is part of a broader consultative process aimed at gathering feedback from partners and relevant stakeholders before the Manual is finalized. She noted that this process seeks to strengthen complaint intake channels and grievance handling procedures in line with international good practices.
Ms. Rajoub also presented the key components of the Social Development Enhancement Project, which aims to build a more resilient social protection system capable of responding to shocks and crises by strengthening social services for poor and marginalized households, enhancing the Social Registry and Case Management System, building the capacities of Ministry staff in the directorates, and developing a flexible emergency response mechanism in collaboration with partners.
The workshop further reviewed the core principles of the Grievance Redress Mechanism Manual, with particular emphasis on ensuring that complaint channels are accessible to all groups, especially women, children, persons with disabilities, and older persons, while establishing clear, fair, and transparent grievance handling procedures that reinforce integrity, accountability, and transparency in project implementation.
The workshop concluded with an extensive technical discussion among participants representing various institutions and professional backgrounds. Participants reviewed the draft Manual, shared technical observations and recommendations for its improvement, and emphasized the importance of maintaining close coordination and consultation among all partners to finalize a comprehensive Grievance Redress Mechanism Manual that strengthens the effectiveness and credibility of the Ministry’s grievance redress system.
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MoSD Announces the Launch of Procedures to Develop a Regional Ageing Index in Cooperation with ESCWA
Ramallah – Minister of Social Development and Acting Minister of State for Relief, Dr. Samah Hamad, announced that the Ministry of Social Development has initiated procedures to develop a regional ageing index in cooperation with the United Nations Economic and Social Commission for Western Asia (ESCWA), in partnership with the United Nations Population Fund (UNFPA). The initiative aims to develop a regional tool to measure the situation of older persons and identify their needs, contributing to the development of policies, programmes, and services provided for them. Dr. Hamad affirmed that the Ministry has given this project high priority at the current stage, given its importance in strengthening the data system related to older persons and providing scientific indicators that help assess their situation, identify their needs, and support evidence-based planning and policymaking, thereby improving the quality of services and social protection provided to this group. She explained that the project builds on the discussions held during the workshops organized by the United Nations Economic and Social Commission for Western Asia (ESCWA), in cooperation with the United Nations Population Fund (UNFPA), with the participation of national focal points on ageing and older persons, as well as national statistical offices from Arab countries. These discussions underscored the importance of developing a unified regional index that serves as a scientific reference for measuring the situation of older persons and monitoring progress in protecting their rights and improving their quality of life. Dr. Hamad added that the index will support the Ministry's efforts to develop national policies and programmes for older persons by strengthening the use of data and statistics in setting priorities and guiding interventions, in line with the demographic changes and the social and humanitarian challenges facing the region. She noted that the Ministry has begun completing the necessary technical and administrative procedures for implementing the project through coordination with the Ministry of Planning and International Cooperation, in accordance with the approved mechanism for cooperation with ESCWA, in preparation for the commencement of joint work on developing the index. Dr. Hamad emphasized that the development of the index reflects the Ministry of Social Development's commitment to strengthening cooperation with regional and international institutions and benefiting from technical expertise in developing modern data-driven tools that support the rights of older persons, contribute to building more efficient and responsive social policies, and enhance their quality of life and dignity.
MoSD Signs Agreement with the Palestinian Medical Relief Society to Strengthen Protection Services
Ramallah – The Ministry of Social Development today signed a cooperation agreement with the Palestinian Medical Relief Society (PMRS), with support and funding from the United Nations Population Fund (UNFPA), aimed at strengthening the protection system for women and girls and ensuring the continuity and development of protection, case management, psychosocial support, and empowerment services. The agreement seeks to improve the quality of services provided, particularly for women and girls who are survivors of violence or at risk of violence. The signing ceremony was attended by Akram Al-Hafi, Assistant Undersecretary for Family Care and Protection; Mohammad Al-Qarm, Director General of the General Directorate of Family Affairs; and Hiba Jebat, Head of the Gender Unit. Representing the Palestinian Medical Relief Society were Dr. Suhail Aqabneh, Director General; Dr. Jameel Hamad, Jenin Area Director; Dr. Maryam Sawalmeh, Programmes and Projects Coordinator; and Bahia Omrah, Director of External Relations and Projects. Also in attendance were Shruti Ho, Assistant Representative and Programme Manager at the United Nations Population Fund, and Sana Assi, Gender Analyst. The agreement provides a framework for cooperation between the Ministry and the Society to strengthen protection services for women and girls, ensure the continued operation of the Protection Centre in Jenin Governorate, and provide case management, psychosocial support, awareness-raising, and empowerment services. It also includes capacity-building for staff and the development of service delivery mechanisms. Funded by UNFPA, the agreement provides for the recruitment of 15 staff members, including 13 personnel whose previous contracts had ended to ensure the continuity of protection services, in addition to creating two new positions to support the Protection Centre in Jenin Governorate, without imposing any direct financial obligations on the Ministry of Social Development. Minister of Social Development and Acting Minister of State for Relief, Dr. Samah Hamad, stated that the agreement represents an important step toward strengthening the social protection system and enhancing services provided to women and girls, particularly survivors of violence. She noted that programmes addressing the protection of women and children are among the most complex and sensitive programmes implemented by the Ministry in light of growing humanitarian and social needs. She stressed that strengthening partnerships with civil society organizations and international partners is a fundamental pillar for ensuring the continuity and further development of services, while guaranteeing their accessibility to the most vulnerable groups. For his part, Dr. Suhail Aqabneh, Director General of the Palestinian Medical Relief Society, stated that the agreement reflects the long-standing partnership between the Society and the Ministry of Social Development and contributes to ensuring the continuity of protection and psychosocial support services, particularly in Jenin Governorate. He affirmed that the Society will continue working alongside the Ministry to further develop services and reach those most in need, ensuring a more effective and sustainable response. Meanwhile, Shruti Ho, Assistant Representative and Programme Manager at UNFPA, reaffirmed the Fund’s continued support for the Ministry of Social Development in strengthening protection services for women and girls. He noted that the agreement’s funding is intended to ensure the continuity of essential services and strengthen the capacities of national institutions. He also highlighted that UNFPA is working to assess and improve services provided through safe spaces for women, contributing to better service distribution and enhanced access for beneficiaries. The parties affirmed that the agreement marks an important step in strengthening partnerships among government institutions, civil society organizations, and international partners, contributing to the development and sustainability of social protection services. They also stressed the importance of continued coordination to ensure that protection, psychosocial support, and empowerment services reach women, girls, and other vulnerable groups.
