Kenya Urban Support Program Phase II (KUSP II)

Overview

The Second Kenya Urban Support Program (KUSP II) is a multi-sectoral Program-for-Results (PforR) initiative by the Government of Kenya, supported by the World Bank and the Global Center on Adaptation (GCA). Building on the successes of the first phase, KUSP II is designed to strengthen urban institutions and improve the delivery of resilient, inclusive infrastructure and services within Mandera Municipality.

As Mandera continues to urbanize, KUSP II provides the critical framework and financing needed to ensure that this growth is sustainable, climate-resilient, and beneficial to all residents.

Objectives of the Program

The primary goal of KUSP II in Mandera Municipality is to establish professional urban management systems that can effectively deliver high-quality public services. Key objectives include:

• Institutional Strengthening: Enhancing the capacity of the Mandera Municipality Board and administrative staff to manage urban planning, finance, and citizen engagement.
• Resilient Infrastructure: Financing the construction and rehabilitation of “green” urban infrastructure, including climate-smart drainage, tarmac roads, and non-motorized transport facilities.
• Service Delivery Improvement: Expanding access to essential municipal services such as solid waste management, street lighting, and organized markets.
• Private Sector Engagement: Creating an enabling environment that attracts private investment and boosts the local urban economy.
• Climate Adaptation: Integrating Nature-Based Solutions (NbS) to protect the municipality against climate-related hazards like flooding and extreme heat.

Our Implementation Commitment

In line with the Project’s Environmental and Social Management Plan (ESMP), Mandera Municipality is committed to:

• Social Accountability: Protecting the basic rights and interests of every person affected by project activities.
• Environmental Stewardship: Ensuring all construction and operational phases adhere to strict environmental performance standards.
• Transparency: Maintaining open channels for feedback and effectively addressing concerns arising from any phase of project implementation.

Grievance Redress Mechanism (GRM)

1. Purpose & Principles

Mandera Municipality is committed to a transparent and inclusive development process. The Grievance Redress Mechanism (GRM) is a formal system designed to receive, evaluate, and facilitate the resolution of concerns raised by individuals or groups affected by KUSP II project activities.

This process is strictly guided by the project’s Environmental and Social Management Plan (ESMP) and adheres to the following core principles:

• Accessibility: Multiple channels (phone, email, in-person) are available to ensure all residents, including vulnerable groups, can reach us.
• Confidentiality: Complainants may choose to remain anonymous. All sensitive information is handled with strict privacy.
• Fairness & Objectivity: Every grievance is investigated impartially by dedicated officers.
• Timeliness: We aim for rapid resolution, especially for simple issues that can be addressed directly at the project site.

2. Who Can Lodge a Complaint?

The GRM is open to everyone, including:

• Local Residents: Affected by construction impacts (e.g., dust, noise, or access disruptions).
• Project Workers: Reporting labor-related issues or safety concerns.
• Community Groups: Representing shared environmental or social interests.
• General Public: Providing feedback on municipal service delivery or staff conduct.

3. Roles and Responsibilities

To ensure accountability, we have assigned clear roles for managing your feedback:

Step-by-Step Guide: How to File a Complaint

Mandera Municipality has established a clear, five-step process to ensure that every concern is documented, investigated, and resolved fairly.

Step 1: Uptake & Submission

You can submit a grievance, request information, or provide feedback through any of the following channels. Complaints can be submitted anonymously.

• By Phone (Direct Lines):
  • Shamsa Somo Biko (Social Safeguards Officer): 0722 129 783
  • Abdiaziz Ali Alio (Principal Environmental Officer): 0711 200 301
  • Matker M. Noor (Municipal Manager): 0723 269 643
• By Email: info@manderamunicipality.go.ke (Copy: mrabdiazizali@gmail.com)
• In Person: Visit the Mandera Municipality HQ or the Fire Station Offices. You may speak directly with the officers listed above or drop a written complaint in the dedicated Suggestion Boxes.
• By Mail: P.O. Box 88-70300, Mandera.
• By filling this form 
• Download this form

Step 2: Sorting & Processing

Once received, your complaint is formally registered in our project database.

• A unique tracking number is assigned to your case.
• The grievance is categorized (e.g., Environment, Labor, Land, or Service Delivery).
• The Social Safeguards Officer acknowledges receipt of the complaint within 24 hours.

Step 3: Investigation & Action

• The assigned officer conducts a field visit or meeting to verify the issue.
• For construction-related issues, the Project Manager will work with the Contractor to remedy damages or adjust site activities (e.g., dust suppression or noise control).
• We prioritize localized resolution and may involve community leaders or customary conflict resolution methods where appropriate.

Step 4: Resolution & Timelines

We aim for efficiency in all resolutions:

• Simple Complaints: Aim to be resolved and closed out within 10 days.
• Complex Grievances: Issues that require technical assessment or high-level intervention are referred to the Ad Hoc Grievance Committee. These aim to be resolved within 1 to 3 months.

Step 5: Feedback & Closing

• The Municipality will communicate the proposed solution to you.
• If you are satisfied, the case is formally closed in the database.
• Appeals: If a resolution cannot be reached through the Committee, the next course of action involves an independent mediator or the Municipal Courts.
• Note: All complainants maintain the right to seek legal resolution through the court system at any time.