The Second Kenya Social Economic Inclusion Project (P504218 Enhanced Grievances and Case Management (EGCM) Operations Guidelines

The document provides operational guidelines for the Enhanced Grievance and Case Management (EGCM) system introduced under KSEIP 2. It describes EGCM as a harmonized mechanism to receive, record, resolve, and provide feedback on grievances, cases, and non-cases, and explains how the system is organized and coordinated. It sets out processes for case and non-case reporting and registration through multiple channels, including screening/categorization, review, resolution, escalation, and feedback. It also outlines coordination and implementation structures and emphasizes confidentiality and data protection for information captured through EGCM.

Operations guidelines for the Enhanced Grievance and Case Management (EGCM) system under KSEIP 2, including background, reporting/registration processes, coordination structures, roles, and monitoring/reporting.