Employment Support Project 2 Stakeholder Engagement Plan BOSNIA AND HERZEGOVINA Employment Support Project 2 __________________________________________________________________________________ STAKEHOLDER ENGAGEMENT PLAN __________________________________________________________________________________ October 2021 Employment Support Project 2 Stakeholder Engagement Plan Table of Contents 1. INTRODUCTION ................................................................................................................................. 6 1.1. Project Description and Context ............................................................................................... 6 1.2. Proposed Project Development Objective(s)............................................................................ 7 1.3. Key Results ................................................................................................................................ 8 1.4. The following intermediate results indicators will be used, building on ESP project: .............. 8 1.5. Summary of Potential Environmental and Social Impacts of the Project ................................. 8 2. REGULATIONS AND REQUIREMENTS ................................................................................................ 9 2.1. Regulations and Requirements at BiH/RS levels ....................................................................... 9 2.2. WB Requirements ................................................................................................................... 12 3. SUMMARY OF PREVIOUS STAKEHOLDER ENGAGEMENT ACTIVITIES ............................................. 14 4. STAKEHOLDER IDENTIFICATION AND ANALYSIS ............................................................................. 15 4.1. Introduction ............................................................................................................................ 15 4.2. Stakeholder Identification and Mapping ................................................................................ 15 4.3. Disadvantaged/Vulnerable Individuals and Groups ............................................................... 17 4.4. Summary of stakeholder engagement needs and Analysis of their Interest and Influence... 18 4.5. Stakeholder Expansion ............................................................................................................ 21 5. STAKEHOLDER ENGAGEMENT PROGRAM ...................................................................................... 22 5.1. Principles of Stakeholder Engagement ................................................................................... 22 5.2. Purpose and Timing of Stakeholder Engagement ................................................................... 22 5.3. Information Disclosure............................................................................................................ 23 5.4. Planned Stakeholder Engagement Activities .......................................................................... 25 5.5. Proposed Strategy to Incorporate the View of Vulnerable Groups ........................................ 30 5.6. Consultation on Stakeholder Engagement Plan ..................................................................... 30 6. RESOURCES AND RESPONSIBILITIES FOR IMPLEMENTING STAKEHOLDER ENGAGEMENT ACTIVITIES ............................................................................................................................................... 31 6.1. Roles and Responsibilities ....................................................................................................... 31 6.2. Planned Budget ............................................................................................................................ 32 7. GRIEVANCE REDRESS MECHANISM ................................................................................................ 33 i Employment Support Project 2 Stakeholder Engagement Plan World Bank.......................................................................................................................................... 33 7.1. Raising Grievances .................................................................................................................. 35 7.2. Grievances Administration...................................................................................................... 35 7.3. Grievance and Beneficiary Feedback Reporting ..................................................................... 37 7.4. Grievance Log .......................................................................................................................... 37 7.5. Grievance Admission Channels ............................................................................................... 37 7.6. Monitoring and Reporting on Grievances............................................................................... 38 7.7. WB Grievance Redress System ............................................................................................... 39 8. MONITORING AND REPORTING ...................................................................................................... 40 8.1. Monitoring Reports ................................................................................................................. 40 8.2. Involvement of Stakeholders in Monitoring Activities ........................................................... 42 8.3. Reporting Back to Stakeholder Groups ................................................................................... 42 ANNEX A – PROJECT GRIEVANCE FORM ..................................................................................................... 44 ANNEX B – STAKEHOLDER ENGAGEMENT LOG .......................................................................................... 46 ii Employment Support Project 2 Stakeholder Engagement Plan Abbreviations ALMPs Active Labor Market Programs AP Project affected parties BiH Bosnia and Herzegovina COVID-19 Coronavirus Disease CSOs Civil Society Organizations ESF Environmental and Social Framework ESCP Environmental and Social Commitment Plan ESSs Environmental and Social Standards of WB E&S Environment & Social EU European Union RS EI Republic of Srpska Employment Institute RS Republic of Srpska GRM Grievance Redress Mechanism GRS Grievance Redress Service ICT Information and Communications Technology IPF Investment Project Financing IT Information Technology LG Local Government LGRC Local Government Redress Council LMP Labor Management Procedures MoLWA Ministry of Labour, War Veterans and Disabled Persons’ Protection M&E Monitoring and Evaluation NGO Non-Governmental Organization OECD Organization for Economic Cooperation and Development OHS Occupational Health and Safety OIP Other Interested Parties O&M Operation and Maintenance PES Public Employment Service PIU Project Implementation Unit PPE Personal Protective Equipment PUC Public Utility Company SEP Stakeholder Engagement Plan VIG Vulnerable Individuals/Groups WB World Bank iii Employment Support Project 2 Stakeholder Engagement Plan WHO World Health Organization WTO World Trade Organization iv Employment Support Project 2 Stakeholder Engagement Plan List of Definitions for Terms Used in This Document BORROWER In this document, this term is used in the context of definitions taken from World Bank documents. CONSULTATION The process of sharing information and getting feedback and/or advice from stakeholders and taking these views into account when making project decisions and/or setting targets and defining strategies. ENVIRONMENTAL The 10 Environmental and Social Standards set out the requirements that AND SOCIAL apply to all new WB investment project financing enabling the WB and the STANDARDS Borrower to manage environmental and social risks of projects. IMPLEMENTING Refers to the Ministry of Labour, War Veterans and Disabled Persons’ AGENCY Protection (MoLWA) in RS, Public Employment Service in RS, and the Project Implementation Unit (PIU). OTHER INTERESTED Refers to individuals, groups, or organizations with an interest in the project, PARTIES which may be because of the project location, its characteristics, its impacts, or matters related to public interest. For example, these parties may include regulators, government officials, the private sector, the scientific community, academics, unions, women`s organizations, other civil society organizations, and cultural groups. PROJECT Refers to the Additional Financing for Employment Support Project (ESP) implemented by the Ministry of Labour, War Veterans and Disabled Persons’ Protection in RS through a Project Implementation Unit (PIU). PROJECT AFFECTED Includes those affected or likely to be affected by the project because of actual PARTIES impacts or potential risks to their physical environment, health, security, cultural practices, well-being, or livelihoods. These stakeholders may include individuals or groups, including direct project beneficiaries and local communities. STAKEHOLDERS Refers to individuals or groups who: (a) are affected or likely to be affected by the project (project-affected parties); and (b) may have an interest in the project (other interested parties). STAKEHOLDER A continuous process in which the Implementing Agency builds and maintains ENGAGEMENT constructive and sustainable relationships with stakeholders impact over the life of a project. It includes a range of activities and interactions over the life of the project such as stakeholder identification and analysis, information disclosure, stakeholder consultation, negotiations and partnerships, grievance management, and reporting to stakeholders and management functions. STAKEHOLDER This document, which assists the Implementing Agency to effectively engage ENGAGEMENT PLAN with stakeholders throughout the life of the project and specifying activities that will be implemented to manage or enhance engagement. VULNERABLE Those who by virtue of gender, ethnicity, age, physical or mental disability, INDIVIDUALS/ economic disadvantage, or social status, may be more adversely affected by GROUPS the project than others and who may be limited in their ability to claim or take advantage of project’s development benefits. v Employment Support Project 2 Stakeholder Engagement Plan 1. INTRODUCTION 1.1. Project Description and Context The Employment Support Project 2, is prepared as a new Project but largely relies and builds on lessons learned and activities of the World Bank supported Employment Support Project (ESP), which was approved on January 5, 2017 and has been effective since January 26, 2018. The project development objective (PDO) is to increase formal private sector employment among targeted groups of registered job seekers. The project will achieve this by financing a menu of ALMPs, supporting strengthening of job intermediation, and modernizing monitoring and evaluation practices of the PES. The project is co-financed with counterpart funding (on a 43/57 ratio), with 55.5 million USD (50 million EUR) supported by IBRD (total amounting to 87.3 million EUR). The first requests for loan disbursement were made within 6 months from the date of the effectiveness, and ever since that time, the Federal Ministry of Labor and Social Protection (FMoLSP) and Republika Srpska Ministry of Labor, War Veterans and Disabled Persons’ Protection (RS MoLWA) have implemented the project at a satisfactory level. Consequences of the Corona virus pandemic, significantly affected the Republic of Srpska labor market by creating additional influx of “newly unemployedâ€? and less employment opportunities. According to the needs and data collected by the RS Employment Institute (RS EI) and consultations with the RS Ministry of Finance, Ministry of Labor, War Veterans and Disabled Persons’ Protection and negotiations with the IBRS, RS Ministry of Labor, War Veterans and Disabled Persons’ Protection initiated preparation of the Employment Support Project 2. Similar to ESP, the ESP 2 will consist of two components: • Component 1 “Support for Employment Promotionâ€? and • Component 2 “Support for Management Systems, Monitoring, and Communicationsâ€?. The five PBCs are the same categories as established under ESP project (once restructured) : 1. Increasing job placement through ALMPs (PBC 1) targeting youth and disadvantaged groups; 2. Improving ALMP design to increase job placements (PBC 2); 3. Increasing employment through intermediation (PBC 3); 4. Improving management systems and monitoring (PBC 4) and 5. Support for unemployment benefit payments (PBC 5). 6 Employment Support Project 2 Stakeholder Engagement Plan Project stages: Phase 1: Project preparation, Phase 2: ALMPs Public Calls disclosure, Phase 3: Implementation of the ALMPs Public Calls, Phase 4: Procurement of contractors and supplies Component 2 is financed through traditional investment lending. It will cover in particular beneficiary surveys, technical support for impact evaluations of select ALMPs and/or institutional measures (e.g. support to develop coaching for ALMPs targeting self-employed). The project will include retroactive financing, to help bridge the financing gap identified by both PES for the period between July 2021 and project effectiveness in particular for PBC 1 (job placements) and PBC 5 (payment of unemployment benefits). The funds will mostly support Component 1, PBC 1 “Increasing Job Placement through ALMPsâ€? with a focus on newly unemployed, youth and disadvantaged groups. The ESP project progress towards achievement of PDO and the overall implementation progress are rated both satisfactory. Presently, the project is in its fourth year of implementation and is progressing well in terms of disbursement despite the economic crises and volatility in the labor market caused by the Covid-19 pandemic. The disbursement rate is close to 69% as of April, 23 2021. Additional 1 million EUR are expected to be disbursed in May upon submission of additional evidence from FBIH (for completion of DLI 2.3 and 2.4—design change of Active Labor Market Program), raising the disbursement level to 71%. Currently, there are no overdue audits and outstanding financial management issues. The disbursement pace reflects achievements of the project detailed in the next paragraphs. The three PDO indicators’ current value is equal or higher than their end target. In particular, close to 55,000 jobseekers have been placed in jobs through wage subsidy/on the job training programs since the start of the project. 52 percent of these beneficiaries remained employed 12 months after completion of the programs. Since 2017, close to 100,000 registered jobseekers have de-registered from unemployment registry because they found a job. The project has been restructured in October 2020 to support Government efforts to respond to the COVID-19 crisis. A restructuring package, to mitigate the adverse impact of the COVID crisis on the labor market and support the rising number of unemployed, was approved by the RVP in October 2020. The restructuring reallocated unallocated and unused funds from Component 1 and 2 of the Project to payment of unemployment benefits (PBC 5) and include the “newly unemployedâ€? as an eligible group (only in the RS) to benefit from active labor market programs to be financed under the project. The reallocation amounted to 5.9 million EUR, and the Amendment to the Loan Agreement has been signed by Ministry of Finance on February 9th, 2021. In parallel to the restructuring, the team started discussing a potential extension of the project considering the pandemic and difficult labor market conditions (requests for extensions were sent by line ministries to the Ministry of Finance and Treasury in July 2020). There has been no previous additional financing processed. 1.2. Proposed Project Development Objective(s) The project development objective is to increase formal private sector employment among targeted groups of registered job seekers. 7 Employment Support Project 2 Stakeholder Engagement Plan 1.3. Key Results The project will monitor the achievement of the project development objective through the following key outcome indicators : • Number of registered jobseekers in need of PES support de-registering from unemployment registry because they found a formal job (breakdown by gender) • Percent of ALMP beneficiaries who remain employed as a result of participation in ALMPs 12 /24 months after completion of program relative to employment status of control group (breakdown by gender) 1.4. The following intermediate results indicators will be used, building on ESP project: Component 1-Support for employment promotion: a) Number of registered unemployed receiving unemployment benefits (breakdown by gender) b) Number of registered jobseekers placed in jobs through ALMP programs (breakdown by gender) Component 2, Support for management systems, monitoring and communications: a) Number of annual reports on Active Labor Market Programs by various subgroups (age, gender, long-term unemployed, branch office and other) and with recommendations on how to improve either targeting or design of Programs b) Number of redesigned Active Labor Market Programs based on annual report recommendations in order to increase cost-effectiveness c) Client satisfaction of job seekers in need of PES support improves over time or stays at high level A set of five PBCs with yearly targets and associated amounts to be disbursed will provide further monitoring of results achievement. The definition of PBCs (definition and verification protocol) will closely follow those in use under the ongoing Employment Support Project. 1.5. Summary of Potential Environmental and Social Impacts of the Project The Employment Support Project 2 is a continuation of activities Employment Support Project, and will continue to bear no significant risks regarding the Environmental and Social Impacts of the Project. At a minimum in the next 12 months, COVID (“other risksâ€?) will continue to pose a substantial risk for economic activity, economic recovery, and partly to the success of active labor market programs. In the past 18 months, the lockdowns related to the pandemic prevented ALMPs to be implemented continuously. The likelihood of such risk is much smaller for the following months, as of May 2021. Foreseen risks relate more to 8 Employment Support Project 2 Stakeholder Engagement Plan changes in labor market demand, as employers demand may shift. Employers in sectors not or less affected by COVID-19 economic impacts (e.g. construction, manufacturing, food, financial services, retail to a certain extent) will continue to demand labor. However, if certain firms are hit by a drop in demand, they might not retain the jobseekers placed in their firms beyond the end of the ALMP (or even may lose the subsidy). Since calls for job placements are published by the PES at different periods of the year, each implemented ALMP will reflect changes in demand and attract firms which have good prospects. This will mitigate the risk of all firms being unable to benefit from the subsidy or jobseekers to be unable to benefit from the placement, across time and across sectors. Other risks arte moderate or low. The technical design of the project is sound based on international practice and recent evidence of local programs adapted to the BiH labor market needs and considered low risk. Public Employment Offices, responsible for implementing the employment agenda, have good working relations with the Ministries and strong and dynamic leadership in both entities. Implementation of ESP has confirmed their willingness to experiment with new ways of doing business and appetite for more evidence-based policy through improved monitoring. Implementation risks are estimated to be lower than for ESP considering four years of successful implementation of similar activities with the same counterparts. Residual and low implementation risk remains regarding appropriate staffing of the PIUs and expected changes in counterparts in RS Employment Bureau due to retirement. Fiduciary risk is considered moderate, in light of the experience acquired under the Employment Support Project. Stakeholders risk is moderate. 2. REGULATIONS AND REQUIREMENTS 2.1. Regulations and Requirements at BiH/RS levels Table below contains legal framework addressed to the possible Environmental and Social Impacts of the Employment Support Project 2. Table 1 RS legal requirements for the public participation relevant for this Project Law Provisions of the Law related to public participation Law on Labour1 This Law prescribes the modalities of the labor contracts, working hours, salaries, conclusions of labor contracts, the actualization of the legal rights and obligations based on the labor contracts, conclusion of the collective contracts and the modalities for peaceful settlements, and other important issues 1 Official Gazette of the Republic of Srpska, No. 01/16 9 Employment Support Project 2 Stakeholder Engagement Plan Law Provisions of the Law related to public participation related to the labor contracts. The article 19 of this Law strictly forbids any sort of discrimination in the employment process related to race, ethnic or national affiliation, color of skin, sex, language, religion, political or other opinion and belief, social origin, financial conditions, membership or lack of in the trade union or a political organization, physical and psychological health, and other characteristics that are not in immediate connection with the nature of the labour relation. This Law also prescribes the workers right on fair salary and work conditions that provides the health safety. the Law also prescribes the grievance mechanism in form of the complaint addressed either to the Employer or the Court of law. Law on Amendments to the Law on Labour2 This amendments refer to the additional descriptions or changes of the Law on Labour provisions, regarding the wages. Law on Intercession in Employment and rights The purpose of this Law is to regulate intercession in employment, the holders function in employment During Unemployment3 mediation, employment in public works, unemployment insurance, the rights of the unemployed and the conditions for their use, and other issues of importance for organized employment in the Republic of Srpska, as establishment of Republic of Srpska Employment Institutes (RS EI) . This Law prescribes the various principles that are important to the social protection on the labor market, but it is important to mention that the Article 5 prevents the discrimination on the grounds of: race, color, skin, sex, language, religion, political or other opinion or orientation, ethnic or social affiliation or origin, property, membership or non-membership in trade union, political organization or association, as if physical or mental health condition, if terms of job it permits, or any other circumstances which is not in compliance with a principle of citizens equality before law. Law on Amendments to the Law on Intercession This amendments refer to the additional descriptions or changes of the Law on Labour provisions, in Employment and rights During regarding the work of Agencies for employment. Unemployment4 2 Official Gazette of the Republic of Srpska, No. 66/18 3 Official Gazette of the Republic of Srpska, No. 30/10 4 Official Gazette of the Republic of Srpska, No. 102/12 10 Employment Support Project 2 Stakeholder Engagement Plan Law Provisions of the Law related to public participation Law on Safety at Work 5 This Law prescribes the main legal rights and obligations for both, employers and employees, regarding the improvements of labor safety, occupational health protection and prevention modalities in order to prevent the health hazards, professional and other illness as well as to protect the working environment. The special focus of this act is to additionally improve the physical and mental development of the youth, additional protection of the women from the occupational hazards that could present the threats for maternity, protection of the disabled persons and elderly people in order to maintain their working abilities. Law on Amendments to the Law on Safety at These amendments refer to the constitution of Board for Safety and Health at Work, collecting data Work 6 about accident at work and disease related to work and licenses for OSH. Law on Peaceful Resolving of the Labour This Law prescribes method and process of peaceful resolving individual and collective labour disputes, Disputes7 elections, rights and obligations of mediators and arbiters like and foundation Agency for peaceful resolving of labour disputes and other issues overriding for mentioned area. 5 Official Gazette of the Republic of Srpska , No. 01/08 6 Official Gazette of the Republic of Srpska , No. 13/10 7 Official Gazette of the Republic of Srpska , No. 91/16 11 Employment Support Project 2 Stakeholder Engagement Plan BiH acceded to the Aarhus Convention on Access to Information, Public Participation in Decision Making and Access to Justice in Environmental Matters in 2008. The Aarhus Convention grants the public rights regarding access to information, public participation and access to justice, in governmental decision-making processes on matters concerning the local, national and transboundary environment. Article 2(c) of the Convention states that the Convention applies not only to government at all levels, but also to “any other natural or legal persons having public responsibilities or functions, or providing public services, in relation to the environment, under the control of a public authority.â€? In line with the Convention, Implementing Agencies are required to: • Respond to requests from the public for environmental information (any member of the public can make a request, regardless of citizenship, nationality or domicile); • Regularly collect and disclose environmental information to the public and notify the public that the information is available. 2.2. WB Requirements The WB ESF specifies the mandatory requirements in the form of 10 ESSs that Borrowers must apply. One of those 10 ESSs is the “Stakeholder Engagement and Information Disclosureâ€? (ESS10) which addresses stakeholder engagement. This standard recognizes “the importance of open and transparent engagement between the Borrower and project stakeholders as an essential element of good international practiceâ€?. Effective stakeholder engagement can improve the environmental and social sustainability of projects, enhance project acceptance, and make a significant contribution to successful project design and implementation. Objectives of ESS10 are the following: • To establish a systematic approach to stakeholder engagements that will help Borrowers identify stakeholders and build and maintain a constructive relationship with them, in particular project-affected parties. • To assess the level of stakeholder interest and support for the project and to enable stakeholders’ views to be taken into account in project design and environmental and social performance. • To promote and provide means for effective and inclusive engagement with project-affected parties throughout the project lifecycle on issues that could potentially affect them. • To ensure that appropriate project information on environmental and social risks and impacts is disclosed to stakeholders in a timely, understandable, accessible and appropriate manner and format. • To provide project-affected parties with accessible and inclusive means to raise issues and grievances, and allow Borrowers to respond to and manage such grievances. According to the definition provided in the ESS10, “stakeholderâ€? refers to individuals or groups who: 12 Employment Support Project 2 Stakeholder Engagement Plan • are affected or likely to be affected by the project (project-affected parties); and • may have an interest in the project (other interested parties). The ESS10 contains a list of activities within the stakeholder engagement process which need to be implemented by the Borrowers. The stakeholder engagement will involve the following: • stakeholder identification and analysis; • planning how the engagement with stakeholders will take place; • disclosure of information; • consultation with stakeholders; • addressing and responding to grievances; and • reporting to stakeholders. Under ESS10, Borrowers are required to develop and implement a SEP proportionate to the nature and scale of the project and its potential risks and impacts. A draft of the SEP will be disclosed as early as possible, and before Project Appraisal, and the Borrower will seek the views of stakeholders on the SEP, including on the identification of stakeholders and the proposals for future engagement. Should the project be subject to significant changes, such updates will be reflected in the SEP and the document will be re-disclosed. The SEP describes the timing and methods of engagement with stakeholders throughout the lifecycle of the project as agreed between Bank and Borrowers, distinguishing between project-affected parties and other interested parties. The SEP also describes the range and timing of information to be communicated to project-affected parties and other interested parties, as well as the type of information to be sought from them. According to ESS10 the information will be disclosed in relevant local languages and in a manner that is accessible and culturally appropriate, taking into account any specific needs of groups that may be differentially or disproportionately affected by the project or groups of the population with specific information needs. Borrowers are required to develop within the SEP a procedure on addressing and responding to grievances (grievance mechanism to receive and facilitate resolution of APs concerns and grievances). Borrowers are required to implement the grievance mechanism and respond to concerns and grievances of project-affected parties related to the environmental and social performance of the project in a timely manner. 13 Employment Support Project 2 Stakeholder Engagement Plan 3. SUMMARY OF PREVIOUS STAKEHOLDER ENGAGEMENT ACTIVITIES The efforts of the Employment Support Project to reach out to Stakeholders will be used to phase in the Employment Support Project 2. The focus of the outreach was mainly and primarily on the activities conducted under Component 1 of the Employment Support Project related to the Active Labor Market Programs (ALMPs). As a part of the implementation process of the Employment Support Project, there were significant improvements that had been related to the inclusion of the various types of stakeholders. At the early stages of the implementation, the promotion activities were successfully used in order to present the scope of the project to the Public Employment Services (PES) across the RS municipalities. The available feedbacks from the representatives of the Public Employment Service and affected parties (Ministry of Labour, War Veterans and Disabled Persons’ Protection , RS Employment Institute, representatives of public employment sector in RS, employers, NGO sector and others) helped to shape the adequate structure of the implementation activities in the future phases of the ESP implementation. The implementation of the ESP made significant change in the way the RS EI conducts the activities regarding the necessary feedback from various types of stakeholders. This affected particularly the efforts conducted by the RS Employment Institute (RS EI). Based on the legal framework, the RS Employment Institute is in charge for the summarized data related to the RS labor market. For the purpose of the ESP implementation, the Federal Employment Institute developed modalities, for instance, on how to collect and present the data on the individual Active Labor Market Program (ALMP) users, create the connection with Tax Administration (TA) office in order to prevent any type of irregularities regarding the ALMP usage, and to prevent the inadequate employers to access the governmental benefits (for instance companies that do not keep the employees for sufficient period of time or the employer that are not responsible in terms of labor wages or taxes). This kind of check could be considered as the important tool to improve the social safety of the ALMP jobseekers. The significant output of the project activities is also the new Rulebook on the employment registries, that provided the legal platform for the individual approach toward the jobseekers, especially in terms of profiling, necessary analytics regarding the lists of ALMP beneficiaries (both employers and jobseekers), and other important issues on the job intermediation process. The Monitoring of the project, conducted by the Project Implementation Unit (PIU) of MoLWA, also provides the satisfactory survey and the opportunity for both, ALMP employers and employees, to express their concerns and issues related to the implementation of the ESP. The monitoring process is conducted on the randomized sample of beneficiaries, in order to avoid any type of possible discrimination of the user. 14 Employment Support Project 2 Stakeholder Engagement Plan The COVID-19 outbreak created an implementation difficulties, especially regarding the possibilities of direct contact with the Project beneficiaries. This is overcome by the usage of the on line survey solutions and phone follow-ups in order to collect the necessary information on performance of the ESP and it`s achievements. 4. STAKEHOLDER IDENTIFICATION AND ANALYSIS 4.1. Introduction ESS10 recognizes the following categories of stakeholders: 1) Project-affected parties (APs). These include those likely to be affected by the project because of actual impacts (positive and negative) or potential risks to their physical environment, health, security, cultural practices, well-being, or livelihoods. These stakeholders may include individuals or groups, including direct project beneficiaries, and local communities. They are the individuals or households most likely to observe/feel changes from environmental and social impacts of the project. 2) Other interested parties (OIPs). These refer to: individuals, groups, or organizations with an interest in the project, which may be because of the project location, its characteristics, its impacts, or matters related to public interest. For example, these parties may include regulators, government officials, the private sector, the scientific community, academics, unions, women’s organizations, local non- governmental organizations (NGOs)/civil society organizations (CSOs), and cultural groups. 3) Disadvantaged/Vulnerable individuals or groups. These are potentially disproportionally affected and less able to benefit from opportunities offered by the project due to specific difficulties to access and/or understand information about the project and its environmental and social impacts and mitigation strategies. Such groups are also more likely to be excluded from/unable to participate fully in the consultation process. 4.2. Stakeholder Identification and Mapping Stakeholder identification and mapping were performed for all Project components and sub-components. A list of all stakeholders is shown in the table below. Table 2 Stakeholder Identification 15 Employment Support Project 2 Stakeholder Engagement Plan Performance-Based AP/OIP/ Component Stakeholders Conditions (PBC) VIG Component 1- PBC 1 : Increasing Individual ALMP jobseekers AP Support for job placement ALMP employers/companies AP employment through ALMPs promotion: RS PES (MoLWA, RSEI) AP RS regulatory agencies (TA Office, RS Ministry of Finance, OIP Ministry of Treasury and Finance, various inspection bodies and audit agencies) Media/Social OIP Disadvantaged/Vulnerable jobseekers8 VIG PBC 2 : Improving Individual ALMP jobseekers AP ALMP design to ALMP employers/companies AP increase job placements RS PES (MoLWA, RS EI) AP RS regulatory agencies (TA Office, RS Ministry of Finance, OIP Ministry of Treasury and Finance, various inspection bodies and audit agencies) Disadvantaged/Vulnerable jobseekers VIG Consultants/Professionals AP PBC 4 : Improving RS PES (MoLWA, RS EI) AP management RS regulatory agencies (TA Office, Ministry of Finance, various OIP systems and inspection bodies and audit agencies) monitoring Consultants/Professionals AP Academic Community OIP Component 2, Technical support RS PES (MoLWA, RS EI) AP Support for (M&E, Consultants/Professionals AP management entrepreneurship systems, training, IT support, monitoring and other support) communications 8 Disadvantaged /vulnerable jobseekers in the context of this document and Project are defined under chapter 4.3 16 Employment Support Project 2 Stakeholder Engagement Plan 4.3. Disadvantaged/Vulnerable Individuals and Groups Disadvantaged/Vulnerable individuals (High-risk newly unemployed persons) for the implementation of the ESP 2 are identified as registered job seekers, persons who have been unemployed for up to 6 months and who fall into one of the following categories: • Women • Persons aged 40 and over, • Low-skilled individuals (persons with secondary education or less), • Persons with disabilities, • Members of fallen veterans, • Unemployed demobilized war veterans, • Children of unemployed demobilized war veterans, • Children and spouses of persons with disabilities of 60% and more, • Members of the household in which no member is employed, • Roma, • Single parents, guardians and foster parents and their children, • Parents of a children with special needs and parents of severely ill children, • Victims of violence, • Treated addicts, • Former wards of a home for neglected children, • Former prisoners of a correctional facility or a penitentiary. During the implementation period, an assessment methods will be developed, to further refine the list and observe these individuals out of the total number of registered ALMP participants. Toward these individuals, additional efforts steered by, in order to assure their proper inclusion in project activities, ability to access the adequate information regarding the project, additional help regarding the monitoring feedback and accessibility to the available grievance mechanisms. Inclusion and ability to access adequate information basically means that the feedback on the ALMPs participants’ satisfaction will be collected through the monitoring process and will be reported to the implementation agencies as part of the regular reporting process. Also, the important details regarding the realization of the ESP 2 will be announced publicly (via RS EI web portal and Municipality Bureaus’ boards), and published in such manner that it is clear and easily understandable for all the participants of the Public 17 Employment Support Project 2 Stakeholder Engagement Plan calls provided by RS EI. Targeted messaging for groups of underserved individuals shall be delivered via websites of RS EI and regional RS PES, their notice boards and info-desks of Municipal Bureaus. Publications via various media and press releases shall complement the communication strategy. The RS EI and RS PES shall establish cooperation with associations and institutions which provide support to the vulnerable groups, to use existing information sharing channels for disclosure and dissemination of information related to ESP 2 with the aim to use the most efficient and inclusive method. 4.4. Summary of stakeholder engagement needs and Analysis of their Interest and Influence Identified stakeholders and their level of influence cross-referenced with the interest they may have in the Project will determine the type and frequency of engagement activities necessary for each stakeholder. Adding and populating an Influence and interest matrix such as the one presented in Table 3 can be helpful to determine where to concentrate stakeholder engagement efforts. Table 3 Influence and interest matrix Level of Influence High Involve/engage Involve/engage Partner Medium Inform Consult Consult Low Inform Inform Consult Low Medium High Level of Interest The Table 4 identifies the key stakeholders in the Project, the nature of their interest in the Project and their level of interest in and influence over the Project and is based on the color code as given in the matrix above. 18 Employment Support Project 2 Stakeholder Engagement Plan Table 4 Level of stakeholder engagement based on their level of interest and level of influence Level of Level of Level of Project stakeholder group Nature of interest Interest Influence engagement Interest in project impact on their jobseeking Registered ALMP jobseekers opportunities High Medium Consult Individuals Interest in professional engagement provided by the Consultants/Professionals High Medium Consult Project Interest in various types of support during the labor Registered ALMP employers engagement process High High Involve/engage Legal entities Interested in information and additional support for their efforts NGOs and CSOs Medium Low Inform High expectations on timely implementation of the Ministry of Labour, War Veterans and project activities and potential capacity building Project affected parties High High Partner Disabled Persons’ Protection activities related to the labor market in RS High expectations on timely implementation to RS Employment Institute receive benefit from Project achievements High High Partner Loan oversight at the BiH level Ministry of Finance and Treasury BiH High High Partner Government Agencies and Loan oversight at the RS level institutions Ministry of Finance RS High High Partner Implementing agency for the Project in RS and Main counterpart of the WB for Project implementation in RS. Project management and implementation, oversight, reporting, implementation program, PIU within MoLWA High High Partner environmental and social risk management, grievance management, SEP implementation and coordination, and procurement and financial management activities in RS. 19 Employment Support Project 2 Stakeholder Engagement Plan Level of Level of Level of Project stakeholder group Nature of interest Interest Influence engagement Serve as first point of contact, conduct field RS EI and Municipal Bureaus outreach, facilitate two-way communication Medium Medium Consult Interested in enforcement of legal requirements in Various Government Inspections all aspects of project implementation with emphasis High Medium Consult on the labor market procedures Interested in achievement of Project Development WB Objectives and compliance to E&S Standards of the High High Partner Other interested parties Project Interested in participating in various bidding Other interested procedures parties Contractors, sub-contractors, supervision High Medium Consult consultants, service providers, suppliers Enables wide and regular dissemination of Media (TV, radio, electronic) information related to the Project, ensures its Medium Low Inform visibility and facilitates stakeholder engagement 20 Employment Support Project 2 Stakeholder Engagement Plan 4.5. Stakeholder Expansion This Project will have prevalent number of groups of people and economically differentiated groups who are interested in the project on different levels. The Project may need to revisit the list of stakeholders and verify if there is a need to expand the list and engage with other stakeholders in course of the Project implementation. This will be facilitated by filling out the stakeholder expansion questionnaire below at critical points during Project implementation but mandatory during preparation of respective sub-projects. A potential update will be part of the Monitoring & Evaluation (M&E) segment of the Project. Table 5 Expansion and update questionnaire STAKEHOLDER EXPANSION AND UPDATE QUESTIONNAIRE â–¡ Yes Is our current list focused on relevant stakeholders who are important to our current and future â–¡ No efforts? If No the Project needs to expand the (Answers should be based on knowledge of the Project, feedback received and grievances registered Stakeholder list tackling inadequate outreach, real or perceived exclusion and feedback during their Engagement) â–¡ Yes Do we have a good understanding of where stakeholders are coming from, what they may want, â–¡ No whether they would be interested in engaging with the Project, and why? If No the Needs assessment should be (The answers should be based on the frequency of stakeholders approaching through communication revisited or a supplementary conducted and channels other than the Projects, with suggestion for inclusion of groups or eligible activities etc.) Stakeholder list revisited â–¡ Yes Does the current engagement strategy focus adequately on potential beneficiaries of the Project from â–¡ No vulnerable groups? If No the Stakeholder list should be revisited (Answers should be based on the result of the feedback received through on-going consultations, as well as admission and evaluation criteria Grievance log, and mid-term review of stakeholder engagement during project implementation) should be revisited 21 Employment Support Project 2 Stakeholder Engagement Plan 5. STAKEHOLDER ENGAGEMENT PROGRAM 5.1. Principles of Stakeholder Engagement In order to meet best practice approaches, the Project will apply the following principles of stakeholder engagement: ï‚  Openness and life-cycle approach: public consultations for the project will be arranged during the whole life-cycle, carried out in an open manner, free of external manipulation, interference, coercion or intimidation; ï‚  Informed participation and feedback: information will be provided to and widely distributed among all stakeholders in an appropriate format; opportunities are provided for communicating stakeholders’ feedback, for analyzing and addressing comments and concerns; ï‚  Inclusiveness and sensitivity: stakeholder identification is undertaken to support better communication and build effective relationships. The participation process for the projects is inclusive. All stakeholders at all times encouraged to be involved in the consultation process. Equal access to information is provided to all stakeholders. Sensitivity to stakeholders’ needs is the key principle underlying the selection of engagement methods. Special attention is given to vulnerable groups. ï‚  5.2. Purpose and Timing of Stakeholder Engagement Stakeholder engagement is designed to establish an effective platform for productive interaction with the project-affected parties and other interested parties from project planning through implementation and operation. Meaningful stakeholder engagement throughout the project lifecycle is an essential aspect of good Project management and provides opportunities to: ï‚  Ensure meaningful citizen engagement; ï‚  Solicit feedback to inform Project design, implementation, monitoring, and evaluation; ï‚  Clarify Project objectives, scope and manage expectations; ï‚  Assess and mitigate Project risks; ï‚  Enhance Project outcome and benefits; ï‚  Disseminate Project information and materials; ï‚  Address Project grievances. 22 Employment Support Project 2 Stakeholder Engagement Plan 5.3. Information Disclosure Table 6 briefly describes what kind of information will be disclosed, in what formats, and the types of methods that will be used to communicate this information to target the wide range of stakeholder groups. Table 6 Description of Information Disclosure Methods Information/documents to be Target stakeholders Disclosure channel Timing/ Frequency Responsibilities disclosed All stakeholders ï‚  Project ESF documents, SEP, ï‚  Websites of RSEI/RS MoLWA Prior to Appraisal of ï‚  RSEI/PIU RS MoLWA LMP, ESCP) the Project ï‚  Brief reports on project ï‚  Websites of RSEI/RS MoLWA Regularly in line with ï‚  RSEI/PIU RS MoLWA progress project dynamics ï‚  Project announcements (timing ï‚  Websites of RSEI Regularly in line with ï‚  RS EI of project activities and related ï‚  Publications via various media project dynamics information) and press releases ï‚  Invitations to public consultations All APs and Vulnerable ï‚  Information about the ï‚  Websites of RSEI Regularly in line with ï‚  RSEI/ RS individuals/groups Grievance Redress Mechanism ï‚  Notice boards / info-desks of the ALMP Public calls PES/Municipal (GRM) process (incl. info on Municipal Bureaus Bureaus local admission points) ï‚  Publications via various media and press releases APs: ï‚  ALMP application process ï‚  Websites of RSEI Regularly in line with ï‚  RSEI/Municipal ï‚  Jobseekers ï‚  Labor market trends and ï‚  Notice boards / info-desks of the ALMP Public calls Bureaus ï‚  Employers service info’s Municipal Bureaus Vulnerable ï‚  Publications via various media individuals/households and press releases OIPs: ï‚  Labor GRM process ï‚  Contractors' website Before start of ï‚  PIU/MoLWA ï‚  Contractors, sub- ï‚  Code of Conduct ï‚  Hard copies of Project documents works/services ï‚  Contractors/sub- contractors, in companies’ premises/works contractors/ supervision sites supervision consultants, service consultants/ service providers, suppliers providers/suppliers OIPs: ï‚  Invitations to meetings ï‚  Official correspondence Regularly in line with ï‚  PIU/MoLWA ï‚  Representatives of ï‚  Invitations to public (e-mail/Fax/post) project dynamics ï‚  RSEI 23 Employment Support Project 2 Stakeholder Engagement Plan Information/documents to be Target stakeholders Disclosure channel Timing/ Frequency Responsibilities disclosed BiH, RS, Local consultations Governments ï‚  Project documents ï‚  Local NGOs/CSOs OIPs: ï‚  Project announcements (timing ï‚  Official correspondence Regularly in line with ï‚  PIU/MoLWA ï‚  Media (TV, radio, of project activities and related (e-mail/Fax/post) project dynamics ï‚  RSEI electronic) information) ï‚  Invitations to public consultations ï‚  Information on planned meetings ï‚  Other relevant project information, as appropriate 24 Employment Support Project 2 Stakeholder Engagement Plan 5.4. Planned Stakeholder Engagement Activities Stakeholder engagement activities are proposed to provide stakeholders with relevant information and opportunities to voice their views on topics that matter to them. Stakeholder engagement will also be gender appropriate. The project will encourage the participation of women and highlight Project characteristics that are designed to respond to their needs and increase their access to Project benefits. The project will carry out targeted consultations with vulnerable individuals and groups to understand their concerns/needs in terms of accessing information. The types of stakeholder engagement activities and their frequency are adapted to the main project stages: (1) Project preparation, (2) ALMPs Public Calls disclosure, (3) Implementation of the ALMPs Public Calls and (4) procurement of contractors and supplies. To ensure adequate representation and participation of the different stakeholders, the Project will rely on different method and techniques. Different engagement methods are proposed, but driven by the COVID-19 considerations and restrictions the Project will adapt virtual communication and consultation methods taking into account social distancing requirements. Hence, alternative ways will be adopted in accordance with the local laws, policies and new social norms in effect to mitigate the virus transmission, as well as relevant WHO guidelines and the Banks’ Technical Note: Public Consultations and Stakeholder Engagement in WB- supported operations when there are constraints on conducting public meetings.9 The alternative approaches to be practiced for stakeholder engagement will include: (i) small groups consultations if smaller meetings are permitted, or making reasonable efforts to conduct meetings through online channels (e.g. webex, zoom, skype etc.); Where possible and appropriate, create dedicated online platforms and chat groups appropriate for the purpose, based on the type and category of stakeholders; (ii) diversifying means of communication and relying more on social media, chat groups, dedicated online platforms & mobile Apps (e.g. Facebook, Twitter, WhatsApp groups, ViberApp groups, project weblinks/websites etc.); (iii) Chose venues carefully based on hygiene and sanitation standards that can be achieved during the meetings; (iv) Employ traditional channels of communications (TV, newspaper, radio, dedicated phone- lines, and mail) when stakeholders to do not have access to online channels or do not use them frequently. Traditional channels can also be highly effective in conveying relevant information to stakeholders, and allow them to provide their feedback and suggestions; (v) Where direct engagement with project affected people or beneficiaries is necessary, identify channels for direct communication with each affected household via a context specific 9 https://worldbankgroup.sharepoint.com/sites/wbunits/opcs/Knowledge%20Base/Public%20Consultations%20in %20WB%20Operations.pdf 25 Employment Support Project 2 Stakeholder Engagement Plan combination of email messages, mail, online platforms, dedicated phone lines with knowledgeable operators; Each of the proposed channels of engagement should clearly specify how feedback and suggestions can be provided by stakeholders The methods that will be used during the project implementation to consult with key stakeholder groups, considering the needs of the final beneficiaries, and in particular vulnerable groups, are described in Table below. 26 Employment Support Project 2 Stakeholder Engagement Plan Table 7 Summary of proposed strategy for consultation Project Target stakeholders Topic(s) of engagement Method(s) used Location/frequency Responsibilitie stage s APs: ï‚  Project information - ï‚  Meetings related to the ï‚  As needed MoLWA/PIU ï‚  MoLWA scope and rationale and establishment of the E&S RSEI Phase 1: Project preparation ï‚  RSEI E&S principles; procedures during the ESP 2 ï‚  Other levels of RS ï‚  Project documents. implementation period using PES the available web tools, e-mails, OIPs: phones and official letter ï‚  WB correspondence. ï‚  Ministry of Finance RS APs: ï‚  Incorporating the E&S ï‚  Online portal of RS EI ï‚  According to the Project RS EI Phase 2: ALMPs Public Calls ï‚  ALMP Job-seekers principles within the text dynamics and available ï‚  ALMP Employers of the Public calls in order funds ï‚  MoLWA to prevent the incorrect disclosure ï‚  RS EI usage of the Project funds VIGs: Vulnerable individuals/ groups APs: ï‚  Monitoring and ï‚  Established reporting ï‚  According to the Project MoLWA/PIU ï‚  ALMP Job-seekers evaluation of the PDO mechanism on the ESP dynamics RS EI Phase 3: Implementation of the ï‚  ALMP Employers achievements with achievements, that includes Municipal ï‚  MoLWA additional focus on the detailed analytics and database employment ALMPs Public Calls ï‚  RS EI E&S principles; available to the RS EI; bureaus ï‚  Grievance mechanism ï‚  Introduction of the additional OIPs: related to the ALMP grievance tool on the RS EI web ï‚  WB engagement; portal; ï‚  Various ï‚  Satisfaction survey of the ï‚  Survey forms that are used Government ALMP beneficiaries. during the M&E process, which Inspections enables the regular feedback on ï‚  Media the satisfaction levels of the selected beneficiaries. VIGs: 27 Employment Support Project 2 Stakeholder Engagement Plan Project Target stakeholders Topic(s) of engagement Method(s) used Location/frequency Responsibilitie stage s Vulnerable individuals/ groups OIPs: To assure the establishment of ï‚  Public bids Periodically, based on the MoLWA/PIU ï‚  Contractors, sub- the Labor GRM process ï‚  Other procurement procedures demands contractors, And that the Code of Conduct in lined with the WB E&S Phase 4: procurement of contractors and supplies supervision is in lined with the E&S Principles consultants, service principles providers, suppliers 28 Employment Support Project 2 Stakeholder Engagement Plan Mass/social media communication: The outreach and disclosure, dissemination of information and communication with the local population will be addressed through the proper communication channels established at various levels of Public Employment Service (PES) of RS. The established channel for in collecting the information regarding the ALMPs usage is primarily Web portal of the RS Employment Institute (http://www.zzzrs.org). However, the useful information regarding the Public Calls, implementation progress and achieving the Project’s PDOs are also distributed through other media channels of the RS EI (portal of MoLWA, websites of RS EI, websites of RS PES and similar mass communication tools). For the persons unable to use the IT solutions, there are Municipal bureaus’ info Boards and information desks established with the purpose to ease the access to the Public Calls and to generate the necessary info regarding the ESP. Communication materials: The RS EI will update its website periodically (based on the ALMP dynamics and other ESP requirements) with key project updates and reports on the project’s environmental and social performance both in English and Serbian. The website will also provide information about the grievance mechanism for the project. Based on the specific implementation requirements, written information can be disclosed to the public via a variety of communication materials including brochures, leaflets, posters, etc. Grievance mechanism: A specific grievance mechanism will be set-up for the Project. The RS EI shall officially inform the APs and other interested parties regarding the GRM procedure. The GRM collecting tool will be developed on the official RS EI portal, and the GRM form will be distributed toward the Municipal Employment Bureaus for the persons that are unable to access the GRM tool available through the on-line portal. The collected GRM data will be collected in real time and distributed to the PIU members and WB representatives upon demand. The grievance mechanism is described in more detail in Chapter 7. Information Desks are available at each Municipal Bureau, as the part of the regular code of conduct for the RS EI. All the available information, including the possible hard copies of project promotion documents, brochures, leaflets and GRM forms will be made available at these information desks. Sample-based beneficiary satisfaction survey had been established at the early stages of the Employment Support Project. These forms had been proven to provide a quality info regarding the satisfaction level of the ALMPs beneficiaries and the potential improvements regarding the Project implementation process. These survey forms, or some sort of modified versions of it, could be used during the monitoring and evaluation of the ESP 2 implementation. As the part of the Covid-19 prevention and to able to avoid the direct contact with the beneficiaries, the online versions of the form for both employers and employees are developed and used during the M&E process. Trainings, workshops: Trainings on a variety of social and environmental issues could eventually be provided to relevant government or non-government service providers, contractors, and their workers, based on the RS EI assessment of needs. The topics could cover the wide range of labor market subjects, 29 Employment Support Project 2 Stakeholder Engagement Plan emphasizing the importance of the active inclusion of the vulnerable groups and individuals in job seeking intermediation process. 5.5. Proposed Strategy to Incorporate the View of Vulnerable Groups The Project will take special measures to ensure that disadvantaged and vulnerable individuals and groups have equal opportunity to access information, provide feedback, or submit grievances. To the extent possible, project indicators will be tracked and disaggregated by gender and vulnerable groups. The consultation activities will be based on the principle of inclusiveness, i.e. engaging all segments of the local society, including vulnerable individuals and groups. Some of the strategies that will be adopted to effectively engage with vulnerable individuals and groups will be: ï‚  where necessary use appropriate local language or visual aids in case of low literacy; ï‚  provide information to people who have specific communication needs in accessible formats, share messages in understandable ways for people with intellectual, cognitive and psychosocial disabilities; ï‚  the Public Calls will be addressed in form that supports the inclusion of these kind of groups and with special focus on using the appropriate measures of protecting the social safety of the vulnerable groups; ï‚  the monitoring will be conducted in the manner that the questions and messages are addressed in understandable ways for people with intellectual, cognitive and psychosocial disabilities. 5.6. Consultation on Stakeholder Engagement Plan The SEP document (both in English and in Bosnian/Croatian/Serbian) will be published on the official websites of the RS EI/PES in RS, as well as sent directly to relevant stakeholders with an invitation to provide written comments. The public will be informed about the consultation process through available online tools, notice boards in local communities, etc. Consultations will be organized by RS EI using various online channels (e-mail, RS EI websites, social media, etc.), and records of these virtual discussions will be reflected in the final document of the SEP. The SEP will be updated as necessary during Project preparation, development and implementation. 30 Employment Support Project 2 Stakeholder Engagement Plan 6. RESOURCES AND RESPONSIBILITIES FOR IMPLEMENTING STAKEHOLDER ENGAGEMENT ACTIVITIES 6.1. Roles and Responsibilities Implementation of SEP and stakeholder engagement will be coordinated and led by the RS EI supported by the PIU and Social Specialist. The RS EI will closely coordinate stakeholder engagement activities with Local Governments (line departments included). In order to implement the various activities envisaged in the SEP, the RS EI will need to closely coordinate with PIU and other stakeholders – RS and APs. The roles and responsibilities of these actors/stakeholders are summarized in the Table below. Table 8 Responsibilities of key actors/stakeholders in SEP Implementation STAKEHOLDER RESPONSIBILITIES PIU ï‚  Prepare and conduct satisfaction surveys in line with proposed SEP and acceptable to the World Bank ï‚  Report on the GRM status during the regular reporting process ï‚  Provide technical and other types of assistance to the representatives of RS Employment Institute ï‚  Training on Grievance administration and resolution RS Employment ï‚  Planning, implementation and monitoring of SEP activities; Institute ï‚  Leading and coordinating stakeholder engagement activities; ï‚  Coordination/supervision of contractors on SEP activities; ï‚  Managing CGRC, collecting grievances from LGRC, management and resolution of grievances; submission of grievances toward the PIU; ï‚  Managing the project GRM database; ï‚  Building capacity of implementing partners – Local Governments on GRM and ESF stakeholder engagement standard and its implications. Local ï‚  Collecting stakeholders’ feedback through meetings, workshops, Governments satisfaction surveys; ï‚  Communication of grievances regularly through monitoring reports; ï‚  Submission of quarterly reports on the substance and quantity of grievances. ï‚  Disclosure of all documents, distribution of outreach material as needed; Other ï‚  Participate in the implementation of SEP activities; stakeholders ï‚  Monitor/ensure Project’s compliance with the RS laws; ï‚  Lodge their grievances using the GRM defined in the SEP; ï‚  Help the Project to define mitigation measures. 31 Employment Support Project 2 Stakeholder Engagement Plan 6.2. Planned Budget RS EI will be responsible for planning and implementation of stakeholder engagement activities, as well as other relevant outreach, disclosure and consultation activities. Based on the needs of the SEP, the stakeholder engagement/communication budget will cover the following budget items: (i) Staff salaries (Social specialist) and related expenses (e.g. travel costs); (ii) Organization of events (meetings, trainings, workshops); (iii) Conducting surveys (citizens’ satisfactory surveys, sample-based grant beneficiary surveys); (iv) Printed outreach materials and project documents (brochures, leaflets, posters, manuals, etc.); (v) Grievance Redress Mechanism (training on GRM, establishment of local admission points, GRM communication materials); (vi) Other expenses. 32 Employment Support Project 2 Stakeholder Engagement Plan 7. GRIEVANCE REDRESS MECHANISM Grievance includes complaints and suggestions on project implementation. Key objective of grievance mechanism is to ensure avenues for Stakeholders to voice their concerns and design efficient manner to address grievances. The objective of the ESS 10 requires a project specific grievance mechanism to adopt, at the early stage of project development in order to be able to address specific issues in adequate and timely fashion. ï‚  Specific grievance mechanism will be established by adapting the existing institutional grievance mechanisms operational at the level of RS EI, regional RS PES and Municipal Employment Bureaus to ensure all grievances are recorded and monitored, with the aim to increase transparency and accountability, as well as to reduce risk of Project’s adverse impacts. The record keeping system will allow project related grievances to be divorced from others, and a separate grievance log, shall be kept. The mechanism for complaints of the RS EI - RS EI is already developed and operational, with special focus on possible fraud and corruption activities. Complaints and petitions under this or any kind of irregularities in usage of ALMP funds can be submitted by phone (+387 57 223 107 ), e-mail (info@zzzrs.net) or by formal complaint form available at RS EI website via the link: http://www.zzrs.org/. The grievance mechanism is explained by the following organogram: RS Inspectorate or other RS World Bank legal entities RS Employment Institute PIU MoLWA PIU MoLWA (Legal Department/Greviance (Monitoring & Evaluation) (Monitoring & Evaluation) Redress Officiers) Web Portail Mail RS EI (Legal Department) Web Portail 1 Web Portail Mail 2 Municipal Employment Bureau (LGRC – Chief of Bureau and/or Registry Clark Check point 33 Employment Support Project 2 Stakeholder Engagement Plan As shown in the picture above, there will be several possible points for the submission of grievances: (1) • Checkpoints at the level of Municipal Employment Bureau, • Direct written complain toward the Legal Department of RS EI or available online forms at RS EI web site, (2) All of the collected complaints and grievances will be distributed toward the RS EI web portal as the focal point for gathering all the grievance and keeping the grievance log. For the grievances that are requesting immediate response and/or significant violation of the local and national legislative, prescribed mechanism does not prevent access to institutional remedies, while at the same time it will administer any such grievance if submitted.(3). The RS Employment Institute will submit the available grievance logs toward the PIU MoLWA, in order to be included within the reporting process toward the World Bank (4). As the addition to this process, the PIU will collect the eventual grievances during the Monitoring and Evaluation process, alongside the satisfactory survey that is already included in the M&E forms, and report to the World Bank and RS Employment Institute all the complaints regarding the ESP 2 implementation process (5). The Project level GRM at the level of the RS EI will be led by the Grievance Redress Officers, appointed and administered by the RS EI. The RS EI will ensure that the involved persons are qualified and appropriate for the purpose of managing the GRM. Additional support will be provided by the PIU established within MoLWA. The Grievance Redress Officers shall be appointed immediately after appraisal of the Project, in order to manage and appropriately answer complaints during its different phases while the LGRC shall be effective upon decision on each new Public Call. The Grievance Redress Officers will be responsible for: collecting data from LGRC serving as local admission points on the number, substance and status of complaints and uploading them into the project database. The Grievance Redress Officers and PIU will exchange all information on received complaints, records, and possibly other important information regarding the Project activities, and with respect to the project dynamics. Local Government Redress Council (LGRC) is already established within the RS PES and consists of Municipal Bureau Chiefs and representatives of Legal Department established within each RS PES individually. In order to resolve the potential issues regarding the usage of ALMPs, the beneficiaries are able to address either directly on the Municipal Bureaus’ desks, to submit the written correspondence or fulfill the prepared on-line forms available on the regional RS PES and/or RS EI web portal. At this point of ESP implementation, the on-line complaint forms are structured for the purpose of the prevention of fraud and corruption. During the early stages of ESP 2 implementation, these forms will be adjusted to support all Project related grievances as well. 34 Employment Support Project 2 Stakeholder Engagement Plan To ensure GRM access, potential beneficiaries, communities and other stakeholders may submit grievances through channels as outlined below. The GRM will provide the opportunity for stakeholders to receive continued feedback on Public Calls and also to provide resolution of their individual grievances during implementation. Therefore, the GRM shall serve as both Project level information center and grievance mechanism, available to those affected by implementation of all Project components and is applicable to all Project activities and relevant to all local communities affected by project activities. The GRM shall be responsible for receiving and responding to grievances and comments of the following four groups: ï‚  A person/legal entity directly affected by the project, potential beneficiaries of the Project; ï‚  A person/legal entity directly affected by the project through Public Calls and ALMPs; ï‚  Stakeholders - people with interest in the project; and ï‚  Jobseekers/employers interested in and/or affected by project activities. In addition to the GRM, additional legal remedies available under the national legislation are also available (courts, inspections, administrative authorities etc.). Logging a grievance with the GM does not preclude or prevent seeking resolution from an official authority, judicial or other at any time (including during the grievance process) provided by the national legal framework. The grievance mechanism for project workers required under ESS 2 will be provided separately with details provided in the Labor Management Procedure. PIU of MoLWA and the RS EI respectively are severally and jointly responsible for establishing functioning GRM and informing stakeholders about the GRM role and function, the contact persons and the procedures to submit a complaint in the affected areas. Information on the GRM will be available: ï‚  on the RS EI website (http://www.zzrs.org/); ï‚  on the RS PES websites ï‚  on the notice boards municipal Employment Bureaus 7.1. Raising Grievances Effective grievance administration strongly relies on a set fundamental principle designed to promote the fairness of the process and its outcomes. The grievance procedure shall be designed to be accessible, effective, easy, understandable and without costs to the complainant. Any grievance can be brought to the attention of the GRM personally or by telephone or in writing by filling in the grievance form by phone, e-mail, post, fax or personal delivery to the addresses/numbers to be determined. All grievances can be filled anonymously. The access points and details on local entry points shall be publicized and shall be part of the awareness building once locations of the sub-projects are known. A sample grievance form is provided in Annex A of this SEP. 7.2. Grievances Administration Any grievance shall follow the path of the following mandatory steps: receive, assess and assign, acknowledge, investigate, respond, follow up and close out. 35 Employment Support Project 2 Stakeholder Engagement Plan Once logged, the GRM shall conduct a rapid assessment to verify the nature of grievances and determine on the severity. Within 3 days from logging, it will acknowledge that the case is registered and provide the grievant with the basic next step information. It will then investigate by trying to understand the issue from the perspective of the complainant and understand what action he/she requires. The GRM will investigate the facts and circumstances and articulate an answer. The final agreement should be issued and grievant be informed about the final decision not later than 30 days after the logging of the grievance. Closing out the grievance occurs after the implementation of the resolution has been verified. Even when an agreement is not reached, or the grievance was rejected, the results will be documented, actions and effort put into the resolution. If the grievance could not be resolved in amicable endeavor, the grievant can resort to the formal judicial procedures, as made available under the RS legal framework. Logging a grievance with the GRM does not preclude or prevent seeking resolution from an official authority, judicial or other at any time (including during the grievance process) provided by the RS legal framework. In case of anonymous grievance, the GRM will investigate the grievance and within 30 days from logging. The final decision be disclosed on the RS EI website. The GRM shall keep a grievance register log, which will include grievances received through all admission channels, containing all necessary elements to disaggregate the grievance by gender of the person logging it as well as by type of grievance. However, the personal data of each grievant shall be protected under the Law on Personal Data Protection. Each grievance will be recorded in the register with the following information at minimum: ï‚  description of grievance, ï‚  date of receipt acknowledgement returned to the complainant, ï‚  description of actions taken (investigation, corrective measures), ï‚  date of resolution / provision of feedback to the complainant, ï‚  verification of implementation, and ï‚  closure. To avoid multiple Grievances by the same person on the same subject, simply because different admission channels exist, the RS EI GRM and the PIU shall periodically exchange information on grievances received and compare the Grievance logs. The grievance register log at the level of the GRM will contain notes on all submissions received through the local admission channel. The centralized log at the level of the GRM will contain notes on potentially duplicated submissions. Multiple submissions, on same events, by same grievant shall be resolved by one decision, which will be stated and the grievant appropriately informed. In case a grievance cannot be resolved in manner satisfactory to the complainant he/she has the right for an appeal. In such cases the resolution of the grievance will be reviewed by a commission at the level of RS EI. This will serve as second tier grievance level. The commission will consist of three appointed members that are not directly involved in Project implementation. The commission will acknowledge the receipt of the appeal within 3 days and issue the final decision within 5 days of the receipt of the appeal. The decision of the commission will entail a detailed explanation of the grievance resolution process as 36 Employment Support Project 2 Stakeholder Engagement Plan well as the explanation of the final decision and guidance on how to proceed if the outcome is still not satisfactory for the complainant. 7.3. Grievance and Beneficiary Feedback Reporting The role of the GRM, in addition to addressing grievances, shall be to keep and store comments/grievances received and keep the Central grievance log submitted to the PIU. In order to allow full knowledge of this tool and its results, quarterly updates from the GRM shall be available on the websites of the RS EI, and delivered to the PIU in electronic form. The updates shall be disaggregated by gender, type of grievances /complaints and updated regularly. 7.4. Grievance Log RS EI will maintain centralized grievance log to ensure that each complaint has an individual reference number and is appropriately tracked and recorded actions are completed. When receiving feedback, including grievances, the following is defined: ï‚  Type, ï‚  Category, ï‚  Deadline for resolving the appeal, and ï‚  Agreed action plan. Each complaint should be assigned with an individual reference number and is appropriately tracked and recorded actions are completed. The log should contain the following information: ï‚  Name of the grievant, location and details of the grievance, ï‚  Date of submission, ï‚  Date when the Grievance Log was uploaded onto the project database, ï‚  Details of corrective action proposed, ï‚  Date when the proposed corrective action was sent to the complainant (if appropriate), ï‚  Date when the grievance was closed out, ï‚  Date when the response was sent to the grievant. 7.5. Grievance Admission Channels Any grievance can be brought to the attention of the GRM by filling the grievance form in hard copy or on-line, or in any other format as chosen by the grievant. The sample grievance form is provided in Annex A. Any type of grievance can be submitted by mail, fax, phone, e-mail or in person using the below access details: Attention: JU Zavod za zapoÅ¡ljavanje Republike Srpske (RS EI) Address: Srpskih ratnika 30; 71420 Pale Phone: +387 (0)57 223 107; E-mail: info@zzzrs.net http://www.zzrs.org 37 Employment Support Project 2 Stakeholder Engagement Plan Attention: JU ZZZRS Filijala Banja Luka Address: Save Mrkalja 14; 78000 Banja Luka Phone: +387 (0)51 216 521; E-mail: fbl@fbl.zzzrs.net Attention: JU ZZZRS Filijala Bijeljina Address: KaraÄ‘orÄ‘eva br. 15; 76300 Bijeljina Phone: +387 (0)55 209 669; E-mail: fbn@fbn.zzzrs.net Attention: JU ZZZRS Filijala Zvornik Address: Ul. Braće Obradovića br. 1; 75400 Zvornik Phone: +387 (0)56 490 144; E-mail: biro.zvornik@fbn.zzzrs.net Attention: JU ZZZRS Filijala Doboj Address: Kralja Dragutina br. 68; 74000 Doboj Phone: +387 (0)53 241 037; E-mail: fdo@fdo.zzzrs.net Attention: JU ZZZRS Filijala IstoÄ?no Sarajevo Address: Srpskih ratnika br. 30; 71420 Pale Phone: +387 (0)57 223 107; E-mail: fis@fis.zzzrs.net Attention: Filijala Prijedor Address: Ul. Oslobodilaca br. 4; 79101 Prijedor Phone: +387 (0)52 212 033; E-mail: fpd@fpd.zzzrs.net Attention: Filijala Trebinje Address: Ul. Republike Srpske br. 2; 89101 Trebinje Phone: +387 (0)59 272 310; E-mail: ftr@ftr.zzzrs.net This avenue will be used until the above GRM are established. Approaches to the details of each LGRC will be known at later stages, and distributed. Information on these details will be part of the Engagement Strategy and will be published according to the information disclosure procedure as provided in this SEP. 7.6. Monitoring and Reporting on Grievances The RS EI will be responsible for: ï‚  Collecting, summarizing and analyzing data from Municipal Bureaus and regional PES, serving as local admission points on the number, substance and status of complaints and uploading them into the single regional database; ï‚  Maintaining the grievance logs on the complaints received at the regional and local level; ï‚  Monitoring outstanding issues and proposing measures to resolve them; 38 Employment Support Project 2 Stakeholder Engagement Plan ï‚  Disclosing quarterly reports on GRM mechanisms. The quarterly monitoring reports to the WB shall be submitted through the PIU, which shall include a section related to GRM which provides updated information on the following: ï‚  Status of GRM implementation; ï‚  Qualitative data on number of received grievances (applications, suggestions, complaints, requests, positive feedback) and number of resolved grievances; ï‚  Quantitative data on the type of grievances and responses, issues provided and grievances that remain unresolved; ï‚  Level of satisfaction by the measures (response) taken; ï‚  Any corrective measures taken. 7.7. WB Grievance Redress System Communities and individuals who believe that they are adversely affected by a WB supported project may submit complaints to existing project-level grievance redress mechanisms or the WB’s Grievance Redress Service (GRS). The GRS ensures that complaints received are promptly reviewed in order to address project-related concerns. Project affected communities and individuals may submit their complaint to the WB’s independent Inspection Panel which determines whether harm occurred, or could occur, as a result of WB non-compliance with its policies and procedures. Complaints may be submitted at any time after concerns have been brought directly to the WB's attention, and Bank Management has been given an opportunity to respond. For information on how to submit complaints to the WB’s corporate Grievance Redress Service (GRS), please visit http://www.worldbank.org/en/projects-operations/products-and- services/grievance-redress-service. For information on how to submit complaints to the WB Inspection Panel, please visit www.inspectionpanel.org. 39 Employment Support Project 2 Stakeholder Engagement Plan 8. MONITORING AND REPORTING PIU will document, and communicate the progress and results of the Project, including monitoring of the SEP. The PIU will be responsible for overall compilation of progress and results. 8.1. Monitoring Reports Monitoring reports documenting the environmental and social performance of the Project will be prepared by the PIU and submitted to the World Bank quarterly as part of the overall progress reporting requirements. These reports will include a section regarding stakeholder engagement and grievance management. Table below proposes a comprehensive set of indicators related to SEP performance at this stage. The achievement of indicators shall rely on information from the Stakeholder Engagement Log and the Grievance Log. Table 9 SEP Indicators to be documented in Progress Reports How will it be Responsibility Frequency monitored ENGAGEMENT WITH APs Number and location Monitoring Specialist of formal meetings Minutes of Meetings Quarterly within the PIU with APs Number and location Pictures/Lists of Monitoring Specialist of informal meetings participants/ Minutes within the PIU/ RS EIs’ On demand with APs of Meetings Grievance Redress Officer Number and location Pictures/Lists of Monitoring Specialist of community participants/ Minutes within the PIU/ RS EIs’ On demand awareness raising or of Meetings Grievance Redress training meetings Officer Number of men and Lists of participants Monitoring Specialist women that attended within the PIU/ RS EIs’ On demand each of the meetings Grievance Redress above Officer For each meeting, Report Monitoring Specialist On demand number and nature of within the PIU comments received, actions agreed during these meetings, status of those actions, and how the comments were included in the Project environmental and 40 Employment Support Project 2 Stakeholder Engagement Plan social management system ENGAGEMENT WITH OTHER STAKEHOLDERS Number and nature Report Monitoring Specialist On demand of engagement within the PIU activities with other stakeholders, disaggregated by category of stakeholder (Governmental departments, LGs, local CSOs/NGOs) Number and nature Report RS EIs’ Grievance On demand of Project documents Redress Officer publicly disclosed Number and nature Report RS EIs’ Grievance Quarterly of updates of the Redress Officer Project website Number and Report Monitoring Specialist Quarterly categories of within the PIU comments received on the website GRIEVANCE RESOLUTION MECHANISM Number of grievances received, in total and at the local level, at PIU headquarters, on PIU Social/ Monitoring the website, Grievance Log Specialist and Quarterly disaggregated by Grievance Focal Point complainant’s gender and means of receipt (telephone, email, discussion) Number of grievances PIU Social/ Monitoring received from Grievance Log Specialist and Quarterly affected people, Grievance Focal Point external stakeholders Number of grievances which have been (i) opened, (ii) opened Grievance Log and PIU Social/ Monitoring for more than 30 Grievance Monitoring Specialist and Quarterly days, (iii) those which Reports Grievance Focal Point have been resolved, (iv) closed, and (v) 41 Employment Support Project 2 Stakeholder Engagement Plan number of responses that satisfied the complainants, during the reporting period disaggregated by category of grievance, gender, age and location of complainant. Average time of Grievance Monitoring RS EIs’ Grievance Quarterly complaint’s Reports Redress Officer resolution process, disaggregated by gender of complainants and categories of complaints Number of RS EI and PIU meetings, and Monitoring Specialist Minutes of Meetings Quarterly outputs of these within the PIU meetings Trends in time and Grievance Monitoring comparison of Reports number, categories, Monitoring Specialist and location of Quarterly within the PIU complaints with previous reporting periods 8.2. Involvement of Stakeholders in Monitoring Activities The Project provides several opportunities to stakeholders, especially project affected parties to monitor certain aspects of Project performance and provide feedback. The Municipal Bureaus at the level of each affected Local Government will allow APs to submit grievances and other types of feedback. Citizen/AP surveys will also allow APs to provide feedback on project performance. Furthermore, frequent and regular community meetings and interactions with PIU staff, will allow APs and other local stakeholders to be heard and engaged. 8.3. Reporting Back to Stakeholder Groups RS EI and/or PIU members will report back to APs and other stakeholder groups, depending on what is the most appropriate modality suggested by the Grievance Redress Officers. Feedback received through the GRM will be responded to in writing and verbally, to the extent possible. SMS and phone calls will be used to respond to stakeholders whose telephone numbers are available. 42 Employment Support Project 2 Stakeholder Engagement Plan Summaries of stakeholder engagement activities will be publicly disclosed on quarterly basis on the websites of RS EI. Periodic summaries and internal reports on public grievances, enquiries and related incidents, together with the status of implementation of associated corrective/preventative actions will be collated by responsible staff and referred to the senior management of the project. The summaries will provide a mechanism for assessing both the number and the nature of complaints and requests for information, along with the Project’s ability to address those in a timely and effective manner. Information on public engagement activities undertaken by the Project during the year may be conveyed to the stakeholders in two possible ways: • Publication of a standalone annual report on project’s interaction with the stakeholders. • Adopt software solutions to scale up the two-way interaction and feedback, by using survey platforms, preferable using one dashboard to make it easy to measure and understand the feedback (any platform in, or alternatively /in addition (as required) SurveyMonkey or alternative online platform can be applied), in order to meet citizens’ expectations for change created by their engagement, use their input to facilitate improved development outcomes; • Monitoring of a beneficiary feedback indicator on a regular basis. The indicators may include: number of consultations, including by using telecommunications carried out within a reporting period (e.g. monthly, quarterly, or annually); number of grievances received within a reporting period (e.g. monthly, quarterly, or annually) and number of those resolved within the prescribed timeline; number of press materials published/broadcasted in the local, regional, and national media. A template for documenting stakeholder engagement activities (Stakeholder Engagement Log) in provided in Annex B. 43 Employment Support Project 2 Stakeholder Engagement Plan ANNEX A – PROJECT GRIEVANCE FORM Reference number: Full name (optional) ï‚? I wish to remain anonymous Gender ï‚? Male ï‚? Female ï‚? Do not wish to disclose Contact information ï‚? By post: Please provide mailing address: (optional) _______________________________________________________________________ _________________________________________________________ ï‚? By telephone: ___________________________________________________ Please mark how you wish to ï‚? By e-mail: ___________________________________________________ be contacted (mail, ï‚? On website telephone, e-mail). Preferred language of ï‚? Bosnian / Serbian / Croatian communication ï‚? English (if possible) ï‚? Other _________________________________________ Description of incident for What happened? Where did it happen? Who did it happen to? What is the result of the grievance problem? Date of incident / grievance ï‚? One-time incident/grievance (date ________________) ï‚? Happened more than once (how many times? ______) ï‚? On-going (currently experiencing problem) What would you like to see happen? Signature: ________________________ Date: _______________________________ Please return this form to: JU Zavod za zapoÅ¡ljavanje Republike Srpske (RS EI) Address: Srpskih ratnika 30; 71420 Pale Phone: +387 (0)57 223 107; E-mail: info@zzzrs.net http://www.zzrs.org JU ZZZRS Filijala Banja Luka Address: Save Mrkalja 14; 78000 Banja Luka 44 Employment Support Project 2 Stakeholder Engagement Plan Phone: +387 (0)51 216 521; E-mail: fbl@fbl.zzzrs.net Attention: JU ZZZRS Filijala Bijeljina Address: KaraÄ‘orÄ‘eva br. 15; 76300 Bijeljina Phone: +387 (0)55 209 669; E-mail: fbn@fbn.zzzrs.net Attention: JU ZZZRS Filijala Zvornik Address: Ul. Braće Obradovića br. 1; 75400 Zvornik Phone: +387 (0)56 490 144; E-mail: biro.zvornik@fbn.zzzrs.net Attention: JU ZZZRS Filijala Doboj Address: Kralja Dragutina br. 68; 74000 Doboj Phone: +387 (0)53 241 037; E-mail: fdo@fdo.zzzrs.net Attention: JU ZZZRS Filijala IstoÄ?no Sarajevo Address: Srpskih ratnika br. 30; 71420 Pale Phone: +387 (0)57 223 107; E-mail: fis@fis.zzzrs.net Attention: JU ZZZRS Filijala Prijedor Address: Ul. Oslobodilaca br. 4; 79101 Prijedor Phone: +387 (0)52 212 033; E-mail: fpd@fpd.zzzrs.net Attention: JU ZZZRS Filijala Trebinje Address: Ul. Republike Srpske br. 2; 89101 Trebinje Phone: +387 (0)59 272 310; E-mail: ftr@ftr.zzzrs.net 45 Employment Support Project 2 Stakeholder Engagement Plan ANNEX B – STAKEHOLDER ENGAGEMENT LOG Date/venue: Method of stakeholder engagement: Topic of stakeholder engagement: Participants: Stakeholder concerns: Proposals given by stakeholder(s): How will these proposals be taken into account in Project design/ implementation? Other notes: 46 Employment Support Project 2 Stakeholder Engagement Plan 47 Employment Support Project 2 Stakeholder Engagement Plan CONTACT JU Zavod za zapoÅ¡ljavanje Grievance Mechanism Republike Srpske The Grievance Mechanism (GM) is an avenue for individuals and Address: Srpskih ratnika 30; 71420 Pale Mechanism communities to submit complaints if they believe that the Employment Support Project 2 supported by the World Bank has or is likely to have adverse effects on them, their community, or their environment. . Phone: +387 (0)57 223 107; E-mail: COMPLAINT ADMISSIBILITY info@zzzrs.net When the GM receives a complaint, it first assesses its admissibility. http://www.zzrs.org The GM considers a complaint admissible if submitted by any of the RS regional PES below groups in relation to the ESP2: Municipal Employment Bureaus; ï‚  A person/legal entity directly affected by the project, potential beneficiaries of the Project; ï‚  A person/legal entity directly affected by the project through Public Calls and ALMPs; ï‚  Stakeholders - people with interest in the project; and Jobseekers/employers interested in and/or affected by project activities 48