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79 Schools Rooftop Solar PV Project SHECON
Safety-related work practices shall be employed to prevent electric shock or injuries resulting
from electrical contacts.
1. Live parts to which an employee may be exposed shall be de-energized by a qualified
employee before the employee works on or near them unless a greater hazard is
introduced. The qualified employee shall test to ensure that the previously energized part
is de-energized. Using an appropriate tester rated for the voltage.
2. If it is not feasible to de-energize exposed live parts, other safety-related work practices
shall be used to protect the exposed employees. Only qualified maintenance employees
are allowed to work where exposed to energized equipment. Procedures utilized to
perform this work shall include special precautionary techniques such as use of personal
protective equipment, insulating and shielding material and insulated tools. Special
precautions are important when working with DC positive grounded systems. An Energized
Work Permit shall be completed and authorized prior to working on energized parts over
250 volts with the exception of troubleshooting or voltage testing.
3. Work on or near exposed live parts is not permitted without proper illumination.
4. Conductive apparel such as chains, watches, rings or necklaces shall not be worn while
working on or near exposed electrical parts.
5. Interlocks shall not be bypassed unless a qualified person is temporarily working on the
equipment and alternative safe procedures are in place. In equipment rated at more than
600 volts, interlocks shall NEVER be bypassed. Arc rated ports may be installed on medium
voltage equipment to avoid removing covers for infrared testing.
6. Electrical disconnect switches and breakers shall be labeled including the voltage, name of
device controlled and other pertinent information i.e. main disconnect, motor control
switch etc.
7. Access to electrical switches, control devices and meters shall be kept free of obstructions
with a minimum of 3 feet clear.
• Power and Lighting Circuits
This Includes use of circuit breakers and fuses.
1. Load rated circuit breakers shall be used for opening and closing circuits. Fuses, terminal
lugs and cable splice connections shall not be used to make or break load.
2. Circuit breakers, motor control switches and other electrical disconnects should be
operated by standing to the side. Keep your body away from the front of breakers,
switches and disconnects when energizing and de-energizing.
3. After a faulted circuit has been de-energized by a circuit protective device, the circuit shall
not be reenergized until it has been determined safe to do so by a qualified employee.
4. Only qualified employees may perform testing work on electrical circuits. Test equipment
shall be rated for the voltage to which they will be connected. Work on or near exposed
energized shall only be conducted by qualified electrical personnel. Technicians working
on DC cells may be qualified for that function but not qualified for other AC applications.
5. Electrical equipment capable of igniting a spark shall not be used near flammable,
combustible or ignitable material.
80 Schools Rooftop Solar PV Project SHECON
4.4.4 Work at Height and Fall Protection Procedure: Scope
To achieve a safe working environment to personnel working at heights in accordance with
national and International Safety Regulations.
Purpose
To provide guidelines necessary for the provision of maximum fall protection for all personnel
working at 1.8 meters above the ground and more where an injury might happen due to a fall
onto ground, machinery, steel, etc.
Abbreviations
• OSHA: Occupational Safety & Health Administration
• CFR: Code of Federal Regulations.
• OHSE: Occupational Health, Safety & Environment.
• HSE: Health, Safety and Environment.
References
• OSHA 29 CFR parts: 1926.502 & 1915.159 & 1926.760.
Procedure:
Installation of guardrail system
Rooftops must be provided with edge protection by means of a guardrail system to reduce the probable
falls from the roofs in all schools. The guardrail system will be designed and installed utilizing vertical steel
post bases (anchored into the roof edge parapet with bolts or welding) and utilizing steel wire as the
horizontal members to compete the guardrail.
The installation of the PV panels and the guardrail system shall be coordinated to ensure that the
guardrails are installed before the start of any other construction on the rooftops.
The height of the guardrail will be a minimum of 105-cm or as indicated in the Jordanian Construction and
Fire Codes
The design of the steel wire system shall be such to ensure that the system is capable of withstand the
weight of a standard person and the pressure required, similarly as performed for fall protection systems
(lifeline systems). To ensure adequate protection, the tension (kgs) of the steel wires after installation
must be verified with specialized devices and tools.
When guardrails are not provided, the following alternate procedure shall be followed:
• Instructions
▪ All personnel, on this project shall wear an approved full body harness fitted with a
lanyard. In certain risky jobs two lanyards should be fitted. The lanyards have to be fitted
with shock absorbers.
81 Schools Rooftop Solar PV Project SHECON
▪ Workers shall make maximum use of primary fall protection systems such as scaffolds,
aerial lifts, personnel hoists, etc. These systems shall be equipped with complete working
/ walking surfaces free of floor openings, standard guardrail systems, toe-boards and safe
means of access / egress.
▪ Personnel traveling or working in elevated areas where a fall exposure exists shall make
use of secondary fall protection in securing their safety lanyard at all times to a structure,
lifeline or approved fall arresting device capable of supporting 2450 kg.
▪ Personnel working from or traveling in powered work platforms or personnel lifting /
hoisting devices shall also properly secure their safety lanyards.
▪ Fall protection devices such as lifelines, safety harness / lanyards, etc. shall be inspected
daily for damage and / or deterioration. Defective equipment shall be removed from
service and given to the HSE personnel.
▪ Fall protection devices and systems shall not be used for any other purpose other than
employee safeguarding.
▪ Workers shall comply with the requirements in this project as a minimum for fall
protection.
• Fall Protection Device:
▪ Primary Fall Protection System
• These systems provide walking and working surfaces in elevated areas that are free
from floor openings and are equipped with standard guardrail systems on all open
sides and with closure apparatus for ladder openings. These systems include but are
not limited to scaffolds, pencil boards, aerial lifts (JLG, scissors lifts, manifolds etc.)
and other approved personnel hoisting devices.
• Standard guardrail systems and other work platforms and surface protection shall be
in accordance with International Standards.
• Floor opening / whole covers are used to close openings and holes in floors, platforms
and walkways. These covers must be capable of supporting the maximum potential
load of 484 Kg per square meter. The cover must completely cover the opening / hole
and be secured against accidental displacement. These covers must be marked “HOLE
COVER - DO NOT REMOVE”.
▪ Secondary Fall Protection Systems - Safety Harness / Lanyard systems
• These systems shall be worn and used as a backup to primary fall protection systems
noted above and in the absence of primary systems. The fall protection lanyard shall
be attached to the D-ring located in the middle back of the safety harness.
• D-ring located at the waist shall only be used for positioning and with rail type ladder
climbing devices.
• Work positioning lanyards are to be attached to D-ring at the waist belt location.
Positioning lanyards need not be of shock absorbing type and shall not be used for
fall protection. The positioning lanyard shall always be backed up by a properly
secured shock absorbing fall protection lanyard.
• Lifelines.
82 Schools Rooftop Solar PV Project SHECON
▪ Lifeline systems are points of attachment for fall protection lanyards and must be capable
of supporting at least 2450 kg. Lifelines may be mounted either vertically or horizontally
and are generally intended to provide mobility to personnel working at elevated areas.
▪ Horizontal lifelines must be of at least three eighth inches (3/8”) wire rope cable properly
supported to withstand at least 2450 kg impact. Softeners shall be used.
▪ Horizontal lifelines should be positioned so as to provide points of attachment at waist
level or higher (preferably above head height) when personnel utilizing them.
▪ Lifelines shall not be used for any purpose other than fall protection.
▪ Horizontal lifelines shall be installed and maintained by the HSE personnel.
• Lifeline placement installation
▪ Horizontal Lifelines
• All horizontal lifelines placed in skeletal steel structures (e. g. pipe racks, etc.) shall be
three - eight (3/8”) cable as a minimum and shall be secured on each end by at least
two (2) cable clamps. Intermediate support shall be adequate to minimize sag and
vertical deflection under loading and softeners shall be used.
• Horizontal lifelines shall be installed and maintained by the HSE personnel.
• Priority shall be given to lifeline placement as structures are erected
• Lifelines shall be arranged to prove adequate mobility in all areas of the structure while
maintaining 100 % fall protection for personnel.
• Lifelines should be arranged to provide tie off points at least waist high or above head
height for personnel using them.
• Lifelines shall not be used for any purpose other than fall protection.
• Personnel installing lifelines shall be protected from falls at all time by tying off to
structural steel etc.
• HSE personnel shall schedule regular documented inspections of all lifelines at least
weekly.
▪ NOTE: SOFTENERS SHOULD BE USED WHERE LIFELINES CONTACT SHARP EDGES SUCH AS
BEAM FLANGES
▪ Retractable Reel Lifelines if applicable
▪ Retractable lifeline devices shall be attached to support capable of withstanding 2450 kg
impact loading.
▪ Retractable lifeline devices shall be secured by means of shackles and wire rope chokers.
Rope (Synthetic or natural fiber) shall not be used to secure these devices.
▪ Each retractable lifeline device shall be equipped with a rope tag line for extending the
device to elevations below the point of attachment.
▪ Retractable lifelines where considered necessary shall also be used to provide fall
protection to structural steel workers during erection prior to installation of other fall
protection systems.
• Ladders
▪ All ladders will be of sound construction (Aluminum Preferable) and will be properly
maintained and in accordance with International Safety Regulations.
83 Schools Rooftop Solar PV Project SHECON
▪ Ladders will be inspected and logged once per quarter. They shall be inspected before
and after use and any observed defect remedied at once.
▪ The best angle for easy use and security is about 75 degrees to the horizontal, i.e. one
meter out of for each four meter up.
▪ Contractor /Operator shall train its personnel to detect defects in wooden and metal
ladders.
▪ For all electrical work, non-conductive ladders will be used (e.g. wood ladders)
▪ For un-caged ladders over 6 meters, the person climbing the ladder shall be tied off with
safety harness to a retractable lifeline.
• Temporary work platforms / walkways
▪ Temporary work platforms / walkways shall be made to ensure all are equipped with solid
decks free of openings with scaffold grade planks and standard guardrail systems.
▪ Every temporary work platform or walkway must be provided with a safe means of access
/ egress.
• Personnel lifts / Hoisting devices
▪ Aerial Lifts (JLG Scissors, Snorkel, Man lifts, etc.)
• Personnel riding in or working from these lifts must secure their safety lanyard to the
lift basket at all times.
• Lifts shall be placed on solid level surfaces so as to eliminate possibility of overturning.
Note:
The use of safety belt for fall arrest is prohibited on the Project. Body harnesses with
lanyards are the only approved Fall Arrest System.
4.4.5 Lifting Operations Safety Procedure Scope
The scope of this procedure is to define methodologies, on managing and controlling lifting
operations, lifting gears and lifting appliances on the work sites of the Project, in compliance with
the HSE Policy.
Purpose
The main objectives of this procedure shall be, but not limited to the followings:
a) To outline the basic requirements in lifting operations, involving the use of cranes and other
lifting equipment used on construction sites of the Project.
b) To provide adequate guidelines, in order to eliminate or minimize exposure to risks, related
to lifting operations, so as to ensure that lifting is being carried out in such a way, that all personnel
involved, and others working in the vicinity are not endangered.
c) Ensure that all lifting operations shall be controlled and carried out by competent and
experienced personnel.
d) Ensure that all lifting operations the project relevant rules and regulations and Local Laws.
84 Schools Rooftop Solar PV Project SHECON
Abbreviations
• HSE: Health, Safety & Environment
• OSHA: Occupational Safety and Health Administration
• QA: Quality Assurance
• QC: Quality Control
• S.W.L: Safe Working Load
• W.L.L: Working Load Limit
• PTW: Permit To Work
References
• OSHA 29 CFR (Code of Federal Regulations) Part 1926 – Labor
Definitions
• Responsible Person: A person who has sufficient knowledge and training to be able to
recognize obvious defect, and is responsible for the “In Service” inspection of equipment.
• Competent Person: A person qualified to ensure the testing, examination and certification of
lifting equipment and who shall have the requisite knowledge and certify whether the lifting
equipment is free from patent defects and is suitable in every way for the duty for which is
required.
• Lifting Gear: Any item used to connect a load to a lifting machine or appliance, but which is not
in itself capable of providing any movement to lift or lower the load.
• Lifting Appliance: Any machine which is able to raise, lower or suspend a load, but excluding
devices machines incorporating a guided load and continuous mechanical handling, i.e.
conveyors and lifts.
• Crane Configuration: Crane configuration is referred to “such variables” as: Boom length, boom
angle, counterweight, outriggers extended etc. In another words, all items that affect the gross
capacity of the crane shall be taken into consideration prior to start any lift.
• In Service Inspection: A visual inspection performed by a responsible person, to check for
obvious signs of damage or wear that may affect the fitness for use of any equipment.
• Working Load Limit (W.L.L.): The maximum (safe working load), which the item of lifting
equipment has been designed to raise, lower or suspend.
• Safe Working Load (S.W.L.): The maximum load with reference to Manufactures design data,
as assessed by a competent person, is an item of lifting equipment that may raise, lower or
suspend under specified service conditions.
• The safe working load (S.W.L.) will normally be the same as the working load limit (W.L.L.),
where the term is used, but it may be less.
• Certificate of Test: A written or printed document, signed by a competent person, attesting to
the validity of the test performed.
• Testing: The application of a test load to demonstrate the structural competence of equipment
and its components.
• Certify: The authoritative act of documenting compliance with the Local Law requirements.
85 Schools Rooftop Solar PV Project SHECON
• Goal Post(s): Is a marker that is erected underneath overhead power lines to indicate the safe
working distance between the crane and the overhead line.
• Rigging Study: A work method statement used in conjunction with the Job Safety Analysis,
detailing the sequences of work, the weights involved, equipment to be used, precautions to
be taken, and persons employed to do the task.
General Requirements
• Crane Operators
Crane operators shall be appointed in line with the following requirements:
▪ Must be over 21 years of age. Competent, physically and mentally fit, tested and
capable to operate the crane safely.
▪ Full knowledge of the duties of Riggers and Banks-men, with full understanding
of signals used by them during lifting operation.
▪ Adequately trained and familiar, with the crane he is assigned to operate.
▪ Able to judge distances, height and clearances, and NOT be colour blind.
▪ Knows the means of escape (Just in case) and the proper use of fire extinguishers.
▪ Authorized and licensed to operate the crane, provide documents to prove he is
capable of operating heavy equipment.
▪ The authorized operator is responsible for the safe operation of the equipment.
He will ensure that all movements are made smoothly and at a safe speed. Project
speed limits must be observed. No riders are permitted on the equipment.
• Banks-men
All lifting operations shall be controlled by a trained banks-man. The banks-man shall
be a competent person for the tasks he is going to perform, he shall wear a high
visibility vest and shall be clearly visible to crane operator. The Banks-man can
exercise the following:
▪ Be trained, experienced and competent.
▪ Be able to determine the weight, center of gravity and characteristics of a load.
▪ Inspect and determine whether a wire rope, sling, or other piece of lifting
equipment is damaged or not fit for the purpose.
▪ Be familiar with the different and correct slinging techniques.
▪ Know the correct hand signals, so as to communicate safely and correctly with
the operator.
▪ Ensure that taglines are used on all loads.
▪ Be authorized by the Client to carry out the work.
• Safe Use of Lifting Equipment
▪ Only competent and qualified crane operators, with competent banks-man
riggers in attendance, shall be in control of all lifting and slinging operations.
▪ All personnel will be advised of the inherent dangers of lifting and slinging
operations, and never to stand below loads or be positioned between load and
movable equipment.
86 Schools Rooftop Solar PV Project SHECON
▪ Crane operator, riggers and banks-men, will ensure there is adequate room for
the lift to take place, without hitting persons or damaging equipment.
▪ Falls of materials or personnel can occur, if materials are stored or personnel are
working at heights. Therefore, materials shall be kept secure at all times, and fall
protection shall be in place while personnel are working at heights.
• Cranes
▪ The crane operator shall never the machine movement, until the nominated
banks-man is within his range of vision, or in radio contact, and the signal is given
and understood.
▪ Where several individuals are involved, the crane operator shall obey the signal
of the Banks-man ONLY. The only exception shall be in the case of an emergency,
when the crane operator can receive the Emergency Stop Signal from anyone.
▪ Risk: crane failure or malfunction due mechanical / hydraulic fault or driver error.
▪ Person at risk: crane operators, riggers, laborers, other persons within the vicinity
of the hazard.
▪ Precautions:
• All cranes will be maintained and inspected as per client maintenance an
inspection schedule.
• Crane operator will complete operator’s daily check-list.
• Operators will be qualified/trained personnel and hold appropriate license
for the crane being operated.
• Appropriate out-rigger pads to be used.
• Lifts shall not be left suspended or rigging for long periods of time, only for
the time required to place load in position.
• Access to areas where risk exists will be restricted by barriers, guards, and
warning signs and by close supervision.
• Personnel will be advised of risks through toolbox talks prior to
commencement of work.
• Working at Heights During Lifting Operations:
▪ Risk: Physical injury caused by falling from height.
▪ Persons at risks: Riggers and equipment installers.
▪ Precautions:
• Personnel involved in work at heights will be fit (mentally and physically) to
do so.
• Personnel will be properly trained for their tasks.
• Fall protection devices such as harnesses will be worn.
• Safety equipment will be checked by the user prior to work.
• No person will work or be left alone while working at height.
• A standby man will be present when personnel are working overhead.
• Chains
87 Schools Rooftop Solar PV Project SHECON
▪ Chains must be designed for the type of work for which they shall be used. Chains
must not be subjected to strain when it is in a knotted, kinked or twisted
condition.
▪ Chains must not be shortened or spliced by knotting, wiring or placing bolts
between links, proper clutches will be used.
▪ Chains must be inspected for damage, elongation of links hooks not properly
latched, and welds separating.
▪ Chains shall be inspected periodically,
• Slings and Shackles
▪ Always inspect slings and shackles before use, to ensure they are in good
condition. Cables and slings must be protected with softeners when passing over
sharp or machined edges of equipment.
▪ Slings and shackles shall be inspected monthly
• Wire Ropes
▪ Wire ropes and cables must be maintained, in accordance with the safety factor
recommended by the manufacturer.
▪ Wire ropes and cables shall be inspected by a competent person at the time of
installation, and during operations. They must be removed from load carrying
service, when detrimental wear and corrosion is evident.
▪ Wire ropes removed from service due to defects, shall be destroyed, plainly
marked or identified, as being unfit for further use on crane, or other load
carrying devices.
▪ Wire ropes shall be removed from service if they are, knotted, kinked, twisted,
frayed (broken stands), not properly swaged at the loop, burned or flattened.
▪ Connections, fittings, fastenings, parts etc. used in connection with wire cables
and ropes shall be of good quality, of proper size and strength, and installed in
accordance with the recommendations of the manufacturer.
• Restrictions to crane operations
▪ The most common restriction to crane operations is bad weather, specifically high
wind that can blow the load out of the safe operating radius, possibly resulting in
an overload situation.
▪ The maximum wind speed allowable is dependent on the actual crane design and
specifications.
▪ However, extreme caution should be exercised when carrying out lifting
operations in wind speeds exceeding 30 knots.
▪ When working in close proximity to overhead electric lines or cables, the crane
shall not be positioned closer to the plumb of the nearest line or cable than a
distance equal to the length of the crane Jib fitted, plus 6 meters measured along
the ground. See Working Near or Under Overhead Power Lines Procedure.
Procedure
• Lifting Procedure
▪ Lifting operation planning
88 Schools Rooftop Solar PV Project SHECON
• All lifting operations should be planned to ensure that they are carried out safely,
and that all foreseeable hazards are identified and all risks eliminated.
• Planning shall basically contain and consider the following steps:
Weight of the load * Size of the load
Method of lifting * Selection of appropriate rigging
Working radius * Positions of obstacles
Communication system * Weather conditions
Selection of equipment * Appropriate work permit
• The arrangements for the safe and efficient management of crane operations set out
in this procedure must be adhered to, in respect of all cranes brought to site.
o All cranes shall be correctly supported and all outriggers and other lifting aids
shall be deployed before lifting commences.
o Cranes and other side booms when used shall be positioned so that they lift
vertically and are not used to pull loads sideways.
o Mobile lifting equipment shall not be operated when the top of the job or fly-jib
can reach within 3m three meters of live overhead power cables.
o During lifting operations, no person shall be positioned beneath the load, hoist
or jib. Similarly, loads shall not be lifted over the heads of personnel.
o All lifting operations shall be controlled by a trained and competent Banks-man,
who shall be screened by the rigging department before being hired as a Banks-
man
o All mobile equipment must have reversing audible reversing alarms.
▪ Ground stability
• When planning a lift, consideration must be given to the ground conditions.
• Outrigger and track loading should be established before setting the crane, taking
into account the added weight when lifting operations take place.
• When sitting a crane in live operational areas and on concrete ground, the safe load
limits should be identified against the specification of the concrete, foundation etc.
of the area involved.
• For other areas the density and compaction qualities of the ground should be
assessed.
▪ Outriggers
• Outriggers must be fully extended as specified by the manufacturer of the crane.
• Sound timber packing or metal plates shall be positioned under each outrigger pad
to distribute the load.
• Outriggers must be extended on both sides when performing a lifting operation.
• Outriggers must be properly set and locked where locking devices are provided.
• The operator must ensure that the pad of each outrigger is positioned correctly and
safely before lifting a load.
89 Schools Rooftop Solar PV Project SHECON
▪ Testing & examinations
• Before being brought into use for the first time (manufacturer certification) must be
stamped or logged on the equipment.
• After any substantial alteration, or repair (as per relevant Local Legislation and Client
requirements).
• Cranes brought to site will be load tested by a third-party authority. They shall have
a load radius indicator fitted.
• Crane operators shall check their cranes daily, for oil, hydraulic oil, leaks, water etc.
• Cranes having their configuration changed, dismantled and re-erected, will also be
re-tested before put in use once again.
• The crane manufactures manual will be adhered to for ongoing maintenance and
repairs.
• No part of a crane which is subject to lifting stresses shall be altered, welded or
changed in any way without reference to the crane manufactures procedures and
instructions.
• Slings, shackles, belts spreader bars and any other piece of lifting equipment, shall
have a valid certificate.
▪ Safety Marking
• All mobile cranes shall have a conspicuously posted sign, stating the length or lengths
of the boom, which may be fitted, safe working load capacities at the appropriate
radius, and recommended operating conditions.
• Such instructions plaques shall be permanently affixed to the cab of the crane, in a
location readily visible to the operator, when seated in his control station (cabin).
• A sign warning of the danger of overhead power lines shall be mounted in each
crane.
▪ Working under Overhead Power Lines
• The area surrounding every power line is referred to as “the absolute limit of
approach”.
• It is strictly forbidden to move any crane boom or load line into this area, unless the
line has been either de-energized, insulated or isolated.
• Once the voltage has been identified, then height restricting facilities (Goal Posts),
shall be erected at both sides of the overhead lines, to indicate the safe working
distance.
▪ Wind Speed and Crane Operations
• All lifts above ground level, must account for the “Wind Force”, i.e. side loads, down
drafts, etc. as applied to the load and the boom.
• When wind velocities are above 32 Km/h (20 mph), the rated load and boom lengths
shall be reduced according to the manufacture’s specifications.
• NOTE: During windy wither Conditions, applicable measures shall be applied as
specified in the cranes/lifting equipment lift. Safe load chart.
90 Schools Rooftop Solar PV Project SHECON
4.4.6 Fire Prevention & Emergency Preparedness Procedure Scope
This procedure covers fire prevention and emergency preparedness on the Project at all work sites to
protect human bodies and property fire and emergency situation that might occur.
Purpose
• The main objective of this procedure is the safety and protection of all employees in the event
of fire specifically to prevent death or injury to personnel.
• To prevent the loss or damage to property. However, this issue is a secondary concern and is
to be considered only after personnel safety is assured.
• Ensure the safety of workers and others at Project site;
• Minimize risks to the public safety; and
Abbreviations
• HSE: Health, Safety and Environment
• OSHA: Occupational Safety & Health Administration.
• CFR: Code of Federal Regulations.
References
OSHA 29 CFR part 1910.157
• Access to fire equipment shall be kept clear at all times. If a road must be closed or an area
barricaded which will prevent access to firefighting equipment, then HSE supervisor must be
notified in advance.
Planning
Based on the identification of hazards and risks assessment performed for the project emergency
preparedness must be developed to mitigate related risks. Planning includes:
- Allocation of internal resources:
▪ First Aider
First aider is one of the construction team at installation site who obtained first aid
training and certificate but NOT, the HSE supervisor
▪ Fire Warden
Fire warden is one of the construction team at installation site who obtained
firefighting training and certificate It is recommended that all workers at site to be
trained on how to use fire extinguishers as an additional precaution
▪ First Aid Kit:
91 Schools Rooftop Solar PV Project SHECON
Adequate first aid kit must be available at each installation site. The kit must include
all items required according to local civil defense regulations and international
standards.
▪ Fire Extinguishers:
Each installation site must have fire extinguishers, the number and type of fire
extinguishers at each site (school) as follows:
• 1 powder fire extinguisher near work location at rooftop
• 1 CO2 fire extinguisher near work location at rooftop
• If there is a temporary store area at site, then a foam and CO2 fire extinguishers
must be available
▪ Evacuation Vehicle:
Contractor must have a standby evacuation vehicle all time at each construction
cluster sites
▪ Assembly Point:
In coordination with the school management, contractor / operator must define an
assembly point at each site. This point must be:
• Defined with a well visible sign
• Free of any obstacle and has an easy access
• Different and away from any defined assembly point at school for the students
and staff
• Not located at or near the access point to the school in order not to obstruct
movement of emergency response machineries if needed.
▪ Information Signs:
Contractor must install sufficient and well visible information signs related to
emergency response. These signs include at the minimum:
• Contact details and phone number for:
o First Aider(s)
o Fire Warden(s)
o HSE Supervisor
o Site Manager
o School management office
o Nearest civil defense department
o Nearest community medical center
o Nearest Hospital
o Related Municipality
o Nearest Police Station
- External Resources:
External emergency resources are those Massader, contractor must ensure are available
and coordinated with in order to utilize when needed to response for emergency
situation. These resources are:
92 Schools Rooftop Solar PV Project SHECON
▪ Civil Defense / Fire Fighting Department
▪ Medical Centers:
▪ Hospitals:
▪ Police Station:
Procedure
• Portable Fire Extinguishers
▪ Portable fire extinguishers are designed for small fires because of their short period of
discharge.
▪ Hand held extinguishers such as the 5 and 12 Kg. dry chemical types, or CO2
extinguishers can be easily used by one person.
▪ Contractor must provide their own fire extinguishers and not to use fire extinguishers of
the school
▪ Location:
• Portable fire extinguishers should be located so the maximum travel distance for
employees is 23 meter each way or less.
• When possible, extinguishers should be located and mounted near doors or other
avenues of access.
• Fire extinguishers should not be stored on the floor, pavement or ground because of
the increased probability of bottom corrosion. It is best to mount them so the top of
the extinguisher is no more than 1 meter above the floor.
▪ Inspection - Portable Extinguishers
• All portable fire extinguishers shall be inspected at least monthly by the fire warden
• Make sure the hose is not severely cracked, broken or damaged.
• Make sure the nozzle (cartridge-type extinguisher) works freely and is clear of
restrictions.
• Make sure the extinguisher is not damaged, rusted or corroded, particularly on the
bottom.
• Check the pressure on the gauge to ensure it is adequate (stored pressure and
wheeled units only).
• Record Keeping
The following records are required:
• Each extinguisher should have a securely attached that indicates the month and year the
annual service was performed and the initials of the person who did the work. The tag
or label should indicate if the extinguisher was recharged.
• A record of monthly inspections shall be recorded on a FIRE / SAFETY. Discrepancies must
be noted, and the CHECKLIST must be signed, dated and given to the appropriate
Supervisor.
93 Schools Rooftop Solar PV Project SHECON
• All records of inspection and service shall be kept by the HSE Department to the end of
the project construction, and during operation it shall be kept for 3 years.
• Designated Assembly Areas:
• In the case of emergency, HSE officer at site issue the evacuation order and all
employees are to gather at the allocated Assembly points.
• After this order has been issued, immediate accounting for all personnel shall be
made in order to ensure that no one has been left or entrapped in the hazardous
area.
• All personnel who are not located at the assembly point within 2 minutes of the
order will be presumed injured or trapped in the area where they have last been
assigned to work at. HSE officer shall report all missing individuals to the site
manager within 3-5 minutes after the evacuation order was issued.
Installation Site Emergency Action Plan
Each installation site must develop a site-specific emergency action plan based on the above procedure.
This plan comprises of a set of forms that need to be filled by the Contractor HSE Officer in coordination
with the Site Manager. A template for Emergency Response Action Plan is at Annex 5.
4.4.7 Incident and Accident Management Procedure Scope
This document covers the reporting requirements and the principles of accident investigation and
analysis in the Project.
Purpose
• The purpose of this procedure is to control the basic elements required to maintain an
accident/ incident investigation system and the implementation of the relevant corrective
action.
• This procedure also covers the reporting and analysis for near misses that can happen within
the working environment.
• This procedure includes indictors for the efficiency of accidents / incidents management at
site to inform management in order to take further actions as needed.
Abbreviations
• HSE: Health, Safety and Environment
• OSHA: Occupational Safety & Health Administration
Definitions
For the purpose of this procedure the following technical definitions will apply.
• An incident is defined as any personal injury, disease or death resulting from an occupational
accident; an incident is therefore distinct from an occupational disease, which is a disease
94 Schools Rooftop Solar PV Project SHECON
contracted as a result of an exposure over a period of time to risk factors arising from work
activity. An incident includes near-misses, accidents, lost-time accidents and fatalities.
• A lost-time incident (LTIs) is the incapacity to work for at least one full workday beyond the day
on which the accident or illness occurred. Excluding fatalities
• Lost workdays are the number of workdays (consecutive or not) beyond the date of injury or onset
of illness that the employee was away from work.
• The number of lost time incidents (LTIs) recorded per million man-hours worked.
Procedure
• Introduction
▪ The commitment to careful reporting and investigation of accidents / incidents involving
injury, property damage, and production interruption is a major factor in accident
prevention. The accident investigation process provides the accurate, information
needed to prevent recurrences.
▪ Serious Injuries include:
• Fatalities or serious injury to personnel
• Injuries requiring medical attention which results in lost time (Lost time accident)
• Damage in any amount to existing equipment / property in excess of $5,000.
• Fires where life or equipment is in jeopardy.
• Accidents involving cranes and or heavy equipment.
▪ Every accident / incident consists of a cause and a result. An accident involving a slight
injury may reveal as many constructive conclusions as the investigation of any accident
involving a fatality.
▪ Lessons learned from accidents require that a retrieval system of information must be
set up and records must be kept of injury and damage experience.
▪ Any delay in immediate action prevention, will lead to diminished and unclear facts.
• Reports and Records
▪ An immediate oral report will be made to the Project Manager in the case of:
• All fatal injuries.
• All serious injuries (lost Time Accidents).
• Any damage to the project, equipment and materials.
• All fires.
▪ Initial oral reports of such incidents will be followed by a written report include detailing
circumstances, corrective action taken and action recommended to prevent a
recurrence.
▪ In the cases of serious accidents, a fully detailed account of the circumstances with
witnesses’ statements and descriptive photographs if allowed shall be made.
▪ In addition to the reports mentioned above a general report will be sent to HSE Advisor
and Project Manager, at the end of each month.
• Near Miss Investigation
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Near Miss Investigations will be conducted in order to provide facts rather than faults. The
point of such investigations is to prevent recurrence of similar incidents.
• Accident Investigation
▪ Accident Investigations will be conducted in a manner that will provide facts rather than
faults. The point of such investigations is to prevent recurrence of similar accidents. Each
accident will be followed by an investigation.
▪ The main purposes of an accident investigation are:
• To find the causes so that similar accidents can be prevented.
• To determine the point where 'unplanned' event took over from the planned
sequence of events.
• To recommend the corrective action to be taken.
• Reporting Personal Injury
▪ In the event of any injury the injured person will immediately by the First Aider at Site.
▪ The First Aider will immediately notify the HSE supervisor, who will ensure that the
documented details are correct
▪ The First Aider responsible for first aid treatment will record details of the injury on the
First Aid Accident Form
▪ All the Accidents have to be recorded on the 'Daily Accident Register', which is to be sent
to the HSE supervisor on a daily basis.
▪ If the injury is minor the injured person will be sent back to work after treatment.
▪ If the injured is transported to the hospital, a designated person will accompany the
patient and stay with him to ensure proper treatment.
▪ All completed forms will be returned to the HSE supervisor. Any comments from the
hospital will be communicated to the injured person's foreman / superintendent, and
Site manager
• Reporting Property Damage
▪ It is important that immediate notification is made verbally to the Project HSE supervisor,
Site manager, and Project administrator as notification to the Insurers is essential within
24 hours of the incident.
▪ Copies of all reports will be sent to:
• Project Manager
• HSE Advisor
• Project Administrator
▪ All Property Damage must be reported no matter how small the damage is. Photographs
have to be taken in order to assess the damage at the time of accident, and if possible,
photos are taken before removal or rearrangement of material on-site.
▪ Estimates of the damage are always necessary but under no circumstances will these
estimates be discussed with any third party.
▪ Repairs will not be carried out until clearance is given by the Project Management.
However, if danger prevails immediate action will be taken to render the area safe.
▪ The Project Administrator will execute all reports and communications with the insuring
company.
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Reporting of HS Indictors
Along with the monthly HSE statistical report defined in Component 4 of this ESMS, the below indicators
form that monitor the performance and reflects the efficiency of incident /accident management must be
submitted to Massader by the Contractor.
Table 7: Monitoring and Performance Indicators
This reporting period
Reporting period- 1 year
ago (not cumulative)
Reporting period- 2 years
ago (not cumulative)
Report TOTAL
numbers for each
parameter
Direct employees (Massader
Staff)
Contractor employees
Direct employees (Massader
Staff)
Contractor employees
Direct employees (Massader
Staff)
Contractor employees
Total number of
workers
Total man-hours
worked - annual
Total number of
incidents 1
Total number of lost-
time incidents 2
Total number of lost
work days due to
incidents. 3
Frequency rate4
Fatalities
Vehicle collisions5
1 An incident is defined as any personal injury, disease or death resulting from an occupational accident; an incident is
therefore distinct from an occupational disease, which is a disease contracted as a result of an exposure over a period of time to risk factors arising from work activity. An incident includes near-misses, accidents, lost-time accidents and fatalities. 2 A lost-time incident (LTIs) is the incapacity to work for at least one full workday beyond the day on which the accident
or illness occurred. Excluding fatalities 3 Lost workdays are the number of workdays (consecutive or not) beyond the date of injury or onset of illness that the
employee was away from work. 4 The number of lost time incidents (LTIs) recorded per million man-hours worked. 5 Vehicle Collision: When a vehicle (device used to transport people or things) collides (comes together with violent
force) with another vehicle or inanimate or animate object(s) and results in injury (other than the need for First Aid) or death.
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4.4.8 Hot Works Scope
This procedure covers hot works; specifically welding on the Project at all work sites to protect human
bodies and property from any emergency situation that might occur.
Purpose
The purpose of these Welding Safety Procedures is to provide safety guidelines while performing
welding tasks on the project at all work sites.
Abbreviation
OSHA: Occupational Safety & Health Administration
Definitions
Welding: it is a joining process, in which metals or sometimes plastics are heated, melted and mixed to
produce a joint with properties similar to those of the materials being joined.
Welding fumes: they are a complex mixture of metallic oxides, silicates and fluorides, and are formed
when a metal is heated above its boiling point and its vapors condense into very fine particles.
Hazards: Hot work operations generate a variety of hazards: fire, explosion, toxic atmospheres,
ultraviolet radiation, and electric shock.
Procedures
• For potential health and safety hazards
▪ When performing maintenance or conducting any work within 12” of an exposed pinch point,
use lock-out procedures, and never put your hands or feet near an exposed pinch point or
gears.
▪ For electrical hazards, make sure that all electrical equipment and machines have plugs and
wires that are in good condition.
▪ For explosive hazards, make sure cylinders are stored and handled correctly. In addition,
proper grounding must be used.
▪ When exposed to high sound levels during work (exceeding 85 dB), hearing protection is
required.
▪ When using chemicals, understand the chemical(s) you are working in the vicinity of, consult
the MSDS and wear the appropriate PPE.
▪ While welding, ensure you are taking safety means to protect yourself from UV rays.
▪ When there is a risk of foot injury due to any recognizable hazards, approved protective
footwear is needed.
▪ For compressed gases, do not drop or keep near heat.
▪ Ensure that the work area is clear of combustible materials that could start a fire as a result
of welding sparks.
• Personal Protective Equipment (PPE)
▪ Safety glasses must be worn at all times I work area.
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▪ Work boots must be worn at all times when working in an area, where there is risk of serious
foot injury due to materials falling onto the foot.
▪ Welding work gloves should be worn when there is a risk of hand injury during the course of
work tasks.
▪ Hard hats must be worn when working in an environment where there is a risk of objects
falling from above or where there is a high risk of striking your head on objects.
▪ Welding helmets must be kept in good shape and have protective lenses, meeting shade
selection requirements for the task.
▪ Protective clothing must be worn whenever cutting, welding and grinding is done. This
includes welding jacket, welding gloves and respirator.
• Welding fumes
▪ Follow manufacturer’s instructions, MSDSs and safety protocols to minimize the hazards of
welding gases.
▪ Use substitute materials such as water-based cleaners or high flash point solvents.
▪ Cover the degreaser baths or containers.
▪ Do not weld on surfaces that are still wet with a degreasing solvent.
▪ Do not weld near degreasing baths.
▪ Do not use chlorinated hydrocarbon degreasers.
▪ Have adequate ventilation in the workplace to prevent the displacement or enrichment of
oxygen and to prevent the accumulation of flammable atmosphere.
• Storage and handling of compressed gas cylinders
▪ Store cylinders in a clearly identified, dry, well-ventilated storage area, away from doorways,
aisles, elevators and stairs.
▪ Post “no smoking” signs in the area.
▪ Store cylinders in the upright position and secure with an insulated chain or non-conductive
belt.
▪ Secure the protective caps.
▪ Ensure that the area is well ventilated.
▪ In case of outside storage, place the cylinders on a fireproof surface and enclose in a tamper-
proof enclosure.
▪ Protect cylinders from contact with ground, snow, water, salt, corrosion and high
temperatures.
▪ Store oxygen and fuel gases separately.
▪ Do not drag, slide or drop cylinders. They can be rolled for short distances on their base.
▪ Never place cylinders on their sides as rollers to move equipment.
▪ Do not try to fill a cylinder or mix gases in a cylinder.
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4.5 Stakeholder Engagement Framework
4.5.1 Project Overview The Palestine Investment Fund (PIF) signed an agreement with the Ministry of Education & Higher
Education (MoEHE) of Palestine to develop solar PV systems over the rooftops of 500+ public
schools in the West Bank – Palestine, with an average power output of 70 kW per school, through
an ambitious and long-term project that will be implemented over 4 years. The project will
approximately yield a total power output of approximately 32 MW when in operation stage. The
total power output will cover the consumption for all schools and supply Palestinian electrical
distribution companies (DisCos); governed by Power Purchase Agreements (PPAs) signed by
Massader and DisCos.
PIF will implement this project through Massader for Natural Resources and Infrastructure
Development (hereinafter referred to as ‘Massader’ throughout this report). Massader is a private
company and a fully-owned subsidiary of the Palestine Investment Fund (PIF).
The selected public schools for this project are distributed across several cities/areas within the
West Bank, which are:
• Al Khalil • Tubas • Ramallah • Halhul • Al Bireh • Qalqilya • Bethlehem • Jenin • Jerusalem • Salfit • Jericho • Qabatiya • Nabulus • Tulkarm
In accordance with the International Finance Corporation (IFC) Performance Standard 1:
Assessment and Management of Environmental and Social Risks and Impacts, stakeholder
engagement is defined as: “is the basis for building strong, constructive, and responsive
relationships that are essential for the successful management of a project's environmental and
social impacts. Stakeholder engagement is an ongoing process that may involve, in varying
degrees, the following elements: stakeholder analysis and planning, disclosure and dissemination
of information, consultation and participation, grievance mechanism, and ongoing reporting to
Affected Communities. The nature, frequency, and level of effort of stakeholder engagement may
vary considerably and will be commensurate with the project’s risks and adverse impacts, and the
project’s phase of development”.
With respect to this project; the level of potential environmental and social impacts is expected
to be relatively low to medium; as a result, stakeholder engagement will most likely become
frequent during the construction phase due to the nature of project activities, and will be
considerably scaled down during the operation phase.
In addition, stakeholders can be classified in terms of those that are potentially-affected by the
project and other interested (but not affected) stakeholders:
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• Affected Stakeholders: people/organizations that might be directly affected by the project
and/or have been identified as most vulnerable to change. They need to be engaged in
identifying impacts and their significance, as well as in decision-making on management
measures. Examples of affected parties include: school students (males and females)/school
staff (males and females)/communities directly present within the project vicinity such as
businesses, farmers or others/parents of students/residents living within the direct vicinity of
the project area.
• Other Interested Stakeholders: People/organizations that are interested in the project and/or
could affect the project in some way. Examples of other interested parties include residents
of adjacent areas, the general public, local NGOs and community-based organizations,
enterprises, national and regional government, academic institutions, environmental
organizations, development agencies and programs, and others working at the regional,
national and international levels.
The Stakeholder Engagement Framework which is the subject of this document, will define
the stakeholder engagement principles that Massader will take across this project within each
school site so as to ensure a consistent approach at all school sites. It outlines general
principles and strategy to identify affected communities and other relevant stakeholders and
plans for an engagement that is compliant with the IFC Performance Standards (PRs),
specifically Performance Standard (1) (paragraphs 25 to 29) and Guidance Note (1):
Assessment and Management of Environmental and Social Risks and Impacts. (paragraphs
GN90 to GN96).
4.5.2 Scope This document is applicable to all project stakeholders throughout the life of the project which
mainly includes the following phases:
• Construction Phase: The main activities include: installation of the PV system
(PV modules, inverters and transformers), cable connections, mounting structure fixing,
inspection of the system, as well as commissioning and testing. The EPC Contractor will be
responsible for importing all required equipment into Palestine. The expected entry point is
Ashdod Port. Containers are then expected to be transported into the West Bank by trucks.
The average construction period for each school PV system is 5 months. The expected number
of workers during construction is approximately 6 per school site.
• Operation Phase: during operations the activities will be considerably scaled down and will
include operation and maintenance to the rooftop PV system and other electrical installations
related to the system.
• Decommissioning Phase: will include either (dismantling) or retrofit/upgrading of the system.
The design life of the project is not expected to be less than 15-20 years and will be renewed
upon mutual consent between Massader and the Palestinian Authorities/Ministries and
Discos. Therefore, the post-design life is expected to involve one of many scenarios such as:
rehabilitation, upgrading and modernization of the facility, or even retrofitting and addition
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of new technology. Or Massader may opt for dismantling and project close-out. Such decision
will be determined in due course. As a result, the decommissioning phase will not be
considered in this report.
4.5.3 Objectives The main objectives of this Stakeholder Engagement Framework are:
• Identifying the main stakeholders of the project components and activities;
• Provide the opportunity for identified stakeholders to participate in the process of identifying
any potential impacts and/or concerns;
• Identify those environmental and social impacts/concerns which are considered to be of key
relevance and importance through a process of information disclosure and meaningful
consultation as per the World Bank’s Environmental and Social Framework requirements and
IFC Performance Standards;
• Ensure appropriate approach and adequate focus is adopted during the project
implementation;
• Ensure that the identified stakeholders are appropriately engaged on issues that potentially
affect them in addition to managing the Community Grievance Mechanism that will be
adopted by Massader during the project implementation, especially during construction;
• Define clear roles and responsibilities for the implementation of the Stakeholder Engagement
Framework;
• Guide the building of a mutually respectful, beneficial and lasting relationships with
stakeholders; and ensure that the community grievance mechanism is accessible.
4.5.4 Stakeholder Identification and Mapping This section aims to provide guidance to all third-party entities contracted for this project in
addition to project workers / staff to assist in carrying out the daily activities of the project.
To define a communication process in line with the World Bank and IFC requirements, this section
identifies stakeholder categories and affected parties and activities related to the project, as per
Table 8.
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Table 8: Stakeholders Identification and Mapping
Stakeholder Group Stakeholders Level of Involvement in the
Project
Degree of Project
Influence:
High=H Medium=M
Low=L
Internal Stakeholders
Direct Workers This includes Massader’s male
and female employees involved
in this project. This includes
temporary and part-time
workers
Directly or Indirectly Affected
by the Project during all project
Phases.
Direct workers are employed by
the project developer who is
the primary responsible entity
for this project who will oversee
the overall performance during
all phases and will be the
primary responsible entity for
overall performance and
compliance with regulatory
requirements as well as IFC
requirements.
H
Contracted Workers /
Construction
Contractor/Sub-
Contractors
/Installation Team
Contracted Workers and those
employed by third parties such
as the Contractor and/or sub-
contractor. This includes
temporary and part-time
workers.
Directly or Indirectly Affected
by the Project during
Construction / Installation
Phase.
Contractor workers are
responsible for complying with
all construction activities as per
the Contractor’s agreement
with Massader
H
Contracted Workers /
Operator’s O&M
Team
O&M Contractor workers
responsible for the operation
and maintenance of the PV
panels during the operation
phase of the project.
Directly or Indirectly Affected
by the Project during the
Operation & Maintenance
Phase.
Contracted workers are
responsible for operation and
maintenance activities in
compliance with the agreement
between the Contractor and
Massader.
H
103 Schools Rooftop Solar PV Project SHECON
Stakeholder Group Stakeholders Level of Involvement in the
Project
Degree of Project
Influence:
High=H Medium=M
Low=L
External Stakeholders
Local Palestinian
Authorities
Ministry of Education & Higher
Education; The Environment
Quality Authority (EQA); and
other relevant Ministries such
as: Palestinian Energy and
Natural Resources Authority;
Ministry of Labor, Ministry of
Environmental Affairs, Water
Authority, Ministry of Health,
Ministry of Transport
Stakeholders that may influence
and make decisions on
Implementation of the Project
during all Project Phases.
Local authorities may impact the
project in terms of regulatory
requirements; as Massader will
have to ensure that the project
is in line with all local laws and
regulations.
The Ministry of Education &
Higher Education in particular is
a primary stakeholder since
schools benefitting from this
project fall within its jurisdiction
and it has agreed with Palestine
Investment Fund to develop the
project.
M to H
Municipalities Relevant municipalities /
districts where the beneficiary
schools are located.
Stakeholders that may influence
and make decisions on
implementation of the Project
during all Project Phases.
M
School staff and
students
Male and female students
which are considered as
vulnerable groups as well as
(male and female school
staff), including all schools
under this project whether
male-only, female-only and
mixed schools.
Stakeholders that may influence
and make decisions on
implementation of the Project
during all Project Phases.
School staff and students’ daily
activities may be directly or
indirectly affected by the
project mainly during
construction. It is expected that
they may be slightly disrupted
during construction works,
however this shall be managed
by the Contractor under
Massader’s supervision.
H
104 Schools Rooftop Solar PV Project SHECON
Stakeholder Group Stakeholders Level of Involvement in the
Project
Degree of Project
Influence:
High=H Medium=M
Low=L
Community Commercial businesses within
the direct vicinity of each
school; in addition to other
community members, residents
and student’s parents.
Stakeholders that may
influence and make decisions
on Implementation of the
Project during all Project
Phases.
Communities may be directly or
indirectly affected from
construction activities such as
transportation, traffic, noise.
Also, they may be positively
affected from the presence of
construction workers as their
businesses in the area can
benefit through provision of
certain services.
H
Electricity Distribution
Companies (Discos)
Each of the below Discos have
a number of Public Schools
falling under their jurisdiction:
• Jerusalem District Electricity
Distribution Company
(JDECO)
• Northern Electricity
Distribution Company
(NEDCO)
• Hebron Electric Power
Company (HEPCO)
• Tubas Electricity
Distribution Company
(TEDCO)
Potentially during Construction
if deemed necessary, but
mainly during Operation.
Discos as service providers will
be involved during the grid
connection process and
throughout the project’s
operation phase as they are
responsible to ensure the
provision of safe, secure,
reliable and high-quality
services in all electric sector
fields and to ensure the
compliance of the activities in
the sector.
H
Non-Governmental
Organizations (NGOs)
/ Community-based
Organizations (CBOs)
/ local cooperation
societies,
cooperatives,
associations
Stakeholders that may
potentially have interest in the
project:
• Palestinian Environment
NGOs Network (PENGON),
Ramallah
• Water and Environmental
Development Organization
(WEDO), Bethlehem
Civil Society Organizations:
Stakeholders who are not
affected by the Project
Development but may be
potentially Interested in the
Project throughout any phase
given that Palestine is a water-
stressed area, and water will be
used to clean the PV panels
L
105 Schools Rooftop Solar PV Project SHECON
Stakeholder Group Stakeholders Level of Involvement in the
Project
Degree of Project
Influence:
High=H Medium=M
Low=L
• Ma’an Development Centre,
Ramallah
• Hayat Center for Civil
Society Development,
Nabulus
• YMCA (East Jerusalem, Beit
Sahour, Ramallah, Jericho)
Women Organizations:
• Palestinian Working
Woman Society for
Development, Ramallah
• Arab Women Union Society,
Nabulus
during operation and
maintenance phase.
Donors / International
Agencies providing
financing the project.
This includes international
funding agencies that may be
involved in this project: The
World Bank, International
Finance Corporation (IFC),
European Investment Bank
(EIB)
Stakeholders that may
influence and make decisions
on implementation of the
Project during all Project
Phases.
The IFC is the primary funding
agency for this project, as a
result project documentation
and performance shall comply
with applicable IFC, EBRD and
EIB Standards listed at section
1.4.2
Other funding agencies may be
interested to fund a different
component of this project or
additional activities within the
same target areas.
H
International NGOs,
Agencies
Organizations such as: OXFAM,
World Vision, Engineers
without Borders, UNESCO, etc.
Stakeholders who are not
affected by the Project
Development but may be
potentially Interested in the
Project throughout any phase.
Such stakeholders may be
interested for research purposes
or including the education
sector in future projects.
L
106 Schools Rooftop Solar PV Project SHECON
The stakeholder engagement activities will be carried out as follows:
• Project stakeholders and all parties affected or interested to this project will be identified;
• An on-site EHS coordinator from the contractor will be assigned as a focal point for each
installation school site.
• Stakeholder meetings and any engagement activities will be conducted, and their results
will be communicated;
• Disclosure of relevant project information helps communities and other stakeholders
understand the risks, impacts and opportunities of the project. By providing communities
with access to relevant information such as the purpose, nature, and scale of the project;
the duration of proposed project activities; as well as any risks to and potential impacts
on such communities and relevant mitigation measures, the envisaged stakeholder
engagement process; and the community grievance mechanism; stakeholder
expectations will be better managed throughout the project in addition to facilitating the
communication process leading to better project outcomes;
• Stakeholders affected by or who influence the project works will be consulted; and
• Any public information relating to the project will be disclosed and made easily accessible
where applicable.
4.5.5 Stakeholders Engagement Action Plan Stakeholder engagement will be carried out by Massader internally and externally, and the
Contractor shall be involved in the process during the Construction Phase, however during the
Operation and Maintenance Phase, the stakeholder engagement responsibility will reply on the
O&M Contractor together with Massader. The table below presents a proposed plan for
stakeholder engagement and the activities to be performed throughout the project in addition to
stakeholder communication techniques to ensure that all stakeholders are informed of the
project and are engaged and aware of their rights and the mechanism for voicing out their
concerns. Massader shall be responsible for ensuring the implementation of the below activities
and ensuring that Contractors assigned for this project are well aware of the requirements during
the phases in which they are directly involved.
Table 8 below presents the proposed stakeholders’ engagement action plan for the project.
It is important to note that Massader has initiated the consultation with different relevant
stakeholders during the development of the ESMS where Massader communicated with the
below institutions:
- Palestinian Environment NGOs Network (PENGON) - Ramallah
- Water and Environmental Development Organization (WEDO) – Bethlehem
- Heinrich Böll Foundation – Ramallah Office
- The Applied Research Institute (ARIJ) - Bethlehem
- Palestinian Agriculture Relief Society (PARS) - Ramallah
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- Ma’an Development Centre - Ramallah
- Taawon - Ramallah
- Project Hope (Woman NGO) - Nablus
- Arab Women Union Society - Nablus
- World Vision - Jerusalem
- Engineers without borders- Palestine - Bethlehem
- United Nations Educational, Scientific and Cultural Organization (UNESCO) – Ramallah Office
Massader has requested these stakeholders to provide their opinion in the Project based on
sharing brief about the project and asking for expected impacts. Yet none of these stakeholders
has responded, but Massader will continue the consultation process through implementation of
the ESMS.
108 Schools Rooftop Solar PV Project SHECON
Table 9: Proposed stakeholders’ engagement action plan
Stakeholder
Engagement Activity
Type of Information Disclosed Engagement/Communication Technique Stakeholder Groups
to be
Consulted/Engaged
Prior to Construction
Meetings with Massader’s
staff and contracted
workers
Develop an induction program to present
E&S risks, impacts and responsibilities and
inform them of company policies, the
Workers’ Code of Conduct and the Labor
Grievance Mechanism.
In addition, make them aware of the
available community grievance mechanism.
Disseminate project information through a power
point induction program and printed materials,
formal and informal meetings.
Discussions and raised comments to be recorded.
• Employees and
workers (temporary
and permanent) at
Massader
• Contractors / Sub-
contractors
Consultation with
relevant governmental
authorities and
municipalities
Discussion of permits required and other
monitoring requirements that will be
needed for construction.
Disseminate project information through pamphlets,
Phone, emails, one-on-one interviews, formal
meetings, and official invitation letters.
• Relevant ministries
and municipalities.
Meeting with school
point of contact/liaison
counterpart
Conduct formal meeting to familiarize the
school staff on the project (this shall be
conducted at each school site) in 2 weeks
before the construction starts, this meeting
can be set-up by Massader’s relevant cluster
sites HSE Supervisor.
The disseminated information shall include
coordination efforts with the School that are
planned during Construction, construction
schedule and timing, frequency of
transporting materials and equipment into
the site (although this shall be conducted
Project information can be disseminated via a
number of channels such as: announcements to
students during morning assembly, notifications to be
posted at the school entrance, print media (i.e.
Pamphlets to include contents as proposed in
Attachment 1), one-on-one interviews (if needed);
formal or informal meetings, text messages with
liaison counterpart when needed.
Each school will be made aware of the (i) impacts, (ii)
type (iii) duration of each activity; and (iv) Community
Grievance Procedures and how it works.
• School Manager
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after 2 p.m. to ensure that no students or
staff are present), in addition to other
information related to designation of school
facilities to be used by workers during the
implementation i.e. washrooms, resting
area, etc. Furthermore, familiarize them
with the community grievance mechanism
and how it works.
Conduct a short questionnaire to each school
as per the proposed questions in Attachment
1 of this document.
It is recommended to conduct initial survey/focus
group based on proposed Attachment 4 questions to
capture views, perceptions, and issues of concern of
school students and staff in order to include such
suggestions in engagement activities during the
implementation of the project.
• Enable stakeholders to speak freely confidently
about any issue
• Record stakeholders’ views and opinions.
Each School management shall be informed about the
contractors’ contact information prior to
commencement of construction activities.
Non-Governmental
Organizations (NGOs) /
Community-based
Organizations (CBOs) /
local cooperation
societies, cooperatives,
associations /
international NGOs
interested in the project
One-time meeting introducing project
objectives, scope and duration.
Conduct a focus group during pre-construction phase
to inform them of the project and distribute materials
(if needed). It’s recommended to allow a smaller
group of between 8 and 15 people to provide views.
In the event that a stakeholder does not respond to a
request to attend the meeting, Massader’s relevant
site manager will send an email or letter providing an
introduction of the project and the aim of the
meeting, requesting the stakeholder to respond by a
maximum of2 weeks before the start of construction.
If the stakeholder still does not respond by the given
period, then a record of the email or letter will be kept
at a project file.
International
Organizations such as:
OXFAM, World Vision,
Engineers without
Borders, UNESCO, etc.
Local Organizations:
PENGON, WEDO,
Ma’an Development
Centre, Hayat Center
for Civil Society
Development, YMCA,
Palestinian Working
Woman Society for
Development, Arab
Women Union Society.
110 Schools Rooftop Solar PV Project SHECON
During Construction / Installation
Communication with
School and surrounding
local community
members
Contractor’s site manager to maintain an
open communication channel throughout
the construction phase with the school focal
point as well as local community members
located within the direct vicinity of each
school site in case of complaints / grievances.
School and Community to be informed of the
project a minimum of 14 days prior to
construction to be able to make the
necessary arrangements.
At least a two-weeks prior to construction at each site,
the company will post a notice on the front entrance
of the schools to make surrounding communities
aware of the nature of the project, its duration and
provide a point of contact to whom a community
grievance can be filed (for example, those that might
be associated with transport of construction
materials). In addition, a non-technical leaflet will be
distributed to the school focal point, containing the
above information in addition to a short summary of
risks and impacts to school students and staff.
School and local
community members.
Surrounding communities
Communication with
relevant local authorities
including Electricity
Distribution Companies
(Discos)
Massader and the Contractor to maintain an
open communication/dialogue channel
throughout the construction phase with
relevant ministries that will be involved in
the monitoring, licensing or overseeing of
the project from a regulatory perspective.
Continuous communication through emails, phone
calls, workshops, meetings (to be facilitated by
presentations).
Ministries /
municipalities / councils
as well as Discos
relevant to each area.
111 Schools Rooftop Solar PV Project SHECON
Contractors/sub-
contractors and
temporary workers +
Direct Contracted
Workers
Upon signing agreement and during
mobilization, Massader will
Inform them of the available grievance
mechanism and how they can access it
(please refer to Labor and Workers
Requirements document for details on
labor grievance mechanism)
In addition, make them aware of the
available community grievance mechanism.
Disseminate project information through print
media, pamphlets, emails, and workshops, formal
and informal meetings.
Discussions and raised comments to be recorded.
• Employees and
workers (temporary
and permanent) at
Massader
• Contractors / Sub-
contractors
Operation & Maintenance (O&M) Phase
Communicate with
workers especially those
who are directly involved
in O&M activities.
Inform workers of the grievance mechanism
in-place and how they can access it.
• Formal and informal meetings, emails, phone calls. • Employees and
workers (temporary
and permanent) at
Massader.
Communication with
assigned school focal
point
Information that the construction grievance
mechanism will be maintained during
operation
• Print materials, emails, formal and informal
meetings.
• School staff and
students via Schools
Focal Point
112 Schools Rooftop Solar PV Project SHECON
4.5.6 Community Grievance Mechanism Effective grievance management is an essential part of developing strong relationships with
communities. Therefore, in addition to the proposed engagement activities in previous sections, there
will be a community grievance mechanism.
Massader shall adopt a formalized community grievance mechanism to monitor and promptly resolve
any potential conflicts with stakeholders whose interests may be affected, and to ensure that all
comments and complaints from any stakeholder are considered and addressed in an appropriate and
timely manner. Massader shall ensure that the community grievance mechanism is communicated to
all schools.
Formalizing a community grievance mechanism will help Massader to effectively reduce potential
exposure to risks and costs and help to address relevant and eligible concerns/complaints before they
escalate, in addition it will enhance Massader’s reputation and sustain its role in social responsibility.
At each school location, the EPC Contractor / O&M Provider will be responsible for logging grievances
received into the grievance mechanism and for taking appropriate actions to resolve the grievances.
During the resolution of grievances there will need to be regular communication with the persons
that registered the grievances, and records should be maintained of the dates and details of the
actions and communication.
Clear responsibilities must be assigned at each project for the management of the grievance
mechanism, including management of the resolution of grievances and reporting.
The Contractor will need to provide reports on grievance resolution within the monthly reporting to
Massader. In cases where the resolution of a grievance is difficult or urgent, projects should, as
needed, discuss the resolution options with Massader corporate level outside the reporting process.
Proposed Community Grievance Procedure
It is worth noting that grievances relating to construction and operation activities will be managed by
contractor and operator who will implement all measures needed to resolve any issues during
construction. The person assigned by the contractor to be responsible for receiving any allegations or
grievances shall be appropriately trained. Massader will remain responsible for monitoring and
supervising this procedure. Thus, ensuring that construction / operation activities are carried out in
compliance with the project’s requirements, contractual terms and the requirements and procedures
set forth by the relevant Environmental and Social Management System (ESMS) documents prepared
for this project. Massader shall ensure that any potential health, safety, environmental hazards and
social concerns, in addition to GBV concerns related to the project are controlled and properly
addressed. During the construction phase, the contractor responsible to comply with requirements,
including the GBV policy and implement all measures needed for stakeholder engagement and
grievance resolution, and same issue goes for the operator during operation phase.
Below at table 9 is a bilingual proposed community grievance procedure that shall be applicable at all
project school sites during project implementation. The Contractor/Operator on site shall be
responsible to ensure compliance with the grievance mechanism and report to Massader accordingly:
113 Schools Rooftop Solar PV Project SHECON
العلاقة بالمشروع وأهمية يدرك صاحب المشروع )شركة مصادر( عن اهتمامات أو ملاحظات أصحاب المصلحة والجهات المعنية ذات
إجراءات التظلم المجتمعي المقترحة )كما هو مدرج أدناه( والتي يجب أن يتم تطبيقها في الرد عليها في الوقت المناسب. لذلك تم اعداد
بالسرية والموضوعية تسم ت وأن ملائمةبطريقة شكاويمن الضروري التعامل مع الجميع المواقع المدرسية للمشروع أثناء مرحلة التنفيذ.
والجات ذات العلاقة. حتياجات واهتمامات أصحاب ً المصلحة لا ستجابة والحساسية والا
. يكون المقاول في الموقع مسؤولاً عن ضمان الالتزام بآلية التظلم ويعمل على تقديم التقارير إلى مصادر الذي يعد دورها رقابي
Table 10: Community Grievance Procedure
Community Grievance Mechanism - Steps مراحل اجراءات آلية التظلم المجتمعي/الشكاوي
Assigning responsibility: responsibility for dealing
with community grievances will be assigned to an EPC
representative during construction and O&M
Provider representative during operation who will act
as a Liaison Officer (LO) who is assigned based on
mutual agreement between Massader and the
Contractor/O&M Provider. Each complaint whether
from an individual or an entity will be considered and
a response to each specific complaint will be directly
communicated to the party that raised it. (A sample
grievance compliant form is provided in Form 1). The
grievance compliant form will be made available to
each school focal point. The school focal point will be
responsible to formally send the compliant or
Grievance to the LO.
To send an anonymous complaint, the complainant
should send an anonymous e-mail to the e-mail
address of the LO provided on the Grievance Form.
The LO can be EPC / O&M Provider Site Manager or
EPC / O&M Provider HSE representative or Supervisor
سيكون ضابط التواصل تعيين ضابط التواصل:
و هو ممثل المقاول اثناء مرحلة الانشاء و معيالمجت
مسؤولا على ممثل المشغل أثناء مرحلة التشغيل
التعامل مع الشكاوي والذي سيتم تعينه بناءا على
الاتفاق ما بين شركة مصادر والمقاول. سيتم النظر في
كل الشكاوي )سواء من الأفراد أو المؤسسات
وسيتم الجمعيات أو غيرها من الجهات المعنية( و
على كل شكوى مباشرة إلى الطرف محدد إرسال رد
ةذج مقترحايستعرض نم تالي ال. )قام بالشكوىالذي
ر فو لمت ا الشكوى وذج نم تاحة إ مسيت . و( للشكوى
سة )كل مدرسة ستقوم درم ل ک في نلمناسبي ا ظراءللن
ليقوم و هو غالبا مدير المدرسة للتواصلممثل بتعين
بالمتابعة والتواصل مع المقاول خلال مرحلة تنفيذ
. المشروع(
تم تعينه من الذي سي ضابط التواصل المجتمعي يستطيع
أو المشغل هو مدير الموقع أو موظف قبل المقاول
البيئة و السلامة المهنية
The comments or complaints will be summarized and
listed in a formal log/register (please refer to Table 4)
containing the name and contact of the
person/community group or entity who made the
complaint, and the date of response sent to the
complainant (timeframe for acknowledgement). Any
person or entity may send comments and/or
complaints via a specific and specialized channel
announced by EPC / O&M Provider LO. The
complainant must also be provided with proof of
receipt of the complaint.
في وإدراجها الشكاوى أو التعليقات تلخيص سيتم
( المقترح السجل يستعرض 4 الجدول) رسمي سجل
سيتضمن السجل اسم الشخص أو الجهة التي قدمت
ريخ تقديم الشكوى، وتاريخ الاستجابة إلى الشكوى وتا
مقدم الشكوى )الإطار الزمني للاقرار بالشكوى(.
يجوز لأي شخص أو جهة إرسال تعليقات أو شكاوى
عبر قناة اتصال محددة ومتخصصة سيعلن عنها
عن طريق ضابط التواصل المقاول أو المشغل
المجتمعي الذي سيكون مسؤولا عن ادخال الشكاوي
بعة بشأنها. سيتم تزويد مقدم الخدمة باثبات على والمتا
أنه قدم الشكوى.
114 Schools Rooftop Solar PV Project SHECON
EPC / O&M Provider to Specify the contact number
of the LO and exact mode of communication to
report on grievances/complaints.
الاتصال وسيلة عن بالاعلان المقاول أو المشغل قومي س
التواصل مع ضابط ومعلومات الشكاوي لتقديم المناسبة
التواصل المجتمعي والذي سيتم ادراجه هنا لاحقا.
All comments and complaints will be responded to
either via phone, e-mail, or other means of written
response or as specified by the person or entity that
made the complaint.
GBV incidents shall be reported in accordance with
this grievance mechanism which shall be provided in
the information sheet provided to the school focal
point.
طريق عن والشكاوى التعليقات جميع على الرد سيتم
محدد هو كما أو الالكتروني البريد أو الهاتف
بتقديم قامت التي الجهة أو الشخص قبل من بالاستمارة
. الشكوى
ي على النوع المبن العنف يتم تقديم الشكاوي عن حالات
توفيرها يتمس التيو هذه التظلم لآلية وفقاً الاجتماعي
اتصال ضابط إلى المقدمة المعلومات ورقة في أيضا
. المدرسة
EPC / O&M Provider LO will investigate the
complaint’s legitimacy/eligibility for validation
purposes. The extent of the review will depend on
how problematic the complaint is. All received
complaints will then be organized them into
categories.
للمقاول أو المشغل المجتمعي التواصل ضابط ستقوم من والتأكد بجوانبها والنظر الشكوى من بالتحقق
المراجعة عملية ستعتمد. بها الاقرار ثم ومن صحتها
المتعلقة والجوانب تفاصيلها الشكوى، جدية مدى على
. فئات في الواردة الشكاوى جميع تحديد يتم ثم ومن. بها
Once the grievance is investigated and clarified, EPC /
O&M Provider will develop and decide resolution
options and prepare a response. Each compliant will
be addressed based on the nature of grievance,
moreover, grievances will be acknowledged and
verified within 2 working days. A resolution/action
will be proposed after compliant is verified, and then
responded to within a maximum of 5 working days.
Meanwhile, individuals/entities have the right to
request that their name to be kept confidential.
المقاول قوم ي س ، هاتوضيحو الشكوى من تحقق لا دبمجر
والاختيارات بشأنها النهائي القرار باصدار ر أو المشغل
.المناسب الرد واعداد المتاحة
سيتم التعامل مع كل شكوى حسب طبيعتها، وستأخذ
أوعملية التحقق منها يومين عمل. وعند اقتراح القرار
الإجراء النهائي/الحلول المتاحة، يتم الرد عليه خلال
أيام عمل. وفي الوقت نفسه ، يحق 5مدة أقصاها
للأفراد / الجهات التي قدمت الشكوى أن يطلبوا الحفاظ
فراد الامان حماية خصوصية لض معلى سرية أسمائه
أو الجهات المتضررة.
If the claim was rejected for reasons such as being
ineligible, has no basis or no action is required, then
EPC / O&M Provider LO must put together a
diplomatic response within 10 days explaining the
reason for rejection to the complainant with
evidence where applicable.
غير متعلقة بأنها رُفضت الدعوى لأسباب في حال
مؤهلة أو لا أساس لها أو لم يكن هناك إجراء مطلوب
أن للمقاول أو المشغل فيجب ضابط التواصل المجتمعي
أيام يشرحون سبب 10يجمعوا ردًا دبلوماسياً خلال
. ض الشكوى مع الأدلة حيثما ينطبق ذلك رف
Complaints shall be closed when an agreement is
reached with the complainants. This shall be
recorded in the grievance log or database
accordingly, along with the closing date, and any
other supporting documentation or photos to be
stored for future reference.
يتم إغلاق الشكاوي عند التوصل إلى اتفاق مع أصحاب
الشكوى. يتم تسجيل ذلك في سجل الشكاوي وفقاً لذلك
، بالإضافة إلى تاريخ الإغلاق وأي وثائق داعمة أو
صور التي سيتم تخزينها للرجوع إليها في المستقبل.
115 Schools Rooftop Solar PV Project SHECON
If the Complainant is not satisfied with the grievance
resolution, he/she may involve Massader’s Project
Manager to review the complaint where his name
and contact will be communicated to complainant, if
still not satisfied, the Complainant can revert to court
for a resolution.
إذا لم يكن مقدم الشكوى راضًا عن قرار التظلم، فقد
يقوم بإشراك الإدارة العليا لشركة مصادر لمراجعة
راضي عن الشكوى، إذا ما زال صاحب الشكوى غير
بامكانه اللجوء إلى القضاء. القرار
Reporting
It is important to record and report evidence and findings from stakeholder engagement, including from
the grievance mechanism, so that project-specific management plans can be amended as needed.
Massader shall ensure a mechanism of maintaining a database of records of stakeholder engagement
activities which shall be retrieved by the contractor, project workers including Massader’s staff and the
appointed Liaison Officer, which should include information on the date, and location of the engagement,
who was met (people, organizations, entities) and summary of outcomes and actions.
Project shall analyze repeating grievances and develop corrective actions to ensure bringing a systemic
resolution to recurring issues.
At least a two-weeks prior to construction at each site, the company will post a notice on the front
entrance of the schools to make surrounding communities aware of the nature of the project, its duration
and provide a point of contact to whom a community grievance can be filed (for example, those that might
be associated with transport of construction materials). In addition, a non-technical leaflet will be
distributed to the dedicated assigned school focal point within each school, containing the above
information in addition to a short summary of risks and impacts to school students and staff.
Each school shall assign a focal point (i.e. liaison counterpart) to follow-up on grievances and any other
issues between the school and the contractor or Massader. The school is free to select any personnel that
is seen as fit to be responsible for this task throughout the project. The school focal point will be provided
with a “School Focal Point Information Sheet” (Form 5). The school focal point can be the principal,
teacher or any other school staff member. The school focal point shall provide his/her contact information
(i.e. phone number and email) to the EPC Contractor on-site EHS coordinator to ensure timely
communication with respect to updated project information, construction timelines or any other related
issues.
The school focal point shall understand that it is the responsibility of the EPC HSE Officer to receive
grievances and officially record them, and the school focal point shall follow-up on grievances with EPC
HSE Officer. In addition, the school focal point can further contact Massader’s appointed Cluster HSE
Supervisor or the provided hotline in the information sheet (Form 5) if he/she wishes to.
The school focal point shall also be aware that he/she can follow-up between Massader, EPC contractor
and the School on miscellaneous issues as needed to satisfy the stakeholder engagement action plan.
The following forms reference the Community Grievance Mechanism (CGM) as well as Community
Health and Safety (H&S):
116 Schools Rooftop Solar PV Project SHECON
Form 1: Community Grievance Compliant Form
Reference No:
:الشكوى استمارة مرجع رقم
Full Name الكامل الاسم
(Optional) )أختياري(
Contact Information الاتصال معلومات
---------------------------------------------------
Please mark how you wish to be contacted (telephone, e-mail).
الرجاء تحديد الطريقة المناسبة للاتصال بك.
By Telephone )عبر الهاتف( : _______________________________________________
By E-mail ) عبر البريد الالكتروني( _______________________________________________
Other (including Anonymous Submission), Please Specify ( ، نرجو التحديد(مجهول قبل من التقديم الى بالاضافة)اخرى )
Description of Incident or Grievance:
الرجاء وصف الحادث أو الشكوى
What happened? Where did it happen? Who did it happen to? What is the result of the problem?
الرجاء أن المتضرر؟ الشخص كان ذلك؟ ومن فعل من هذا؟ حدث أين حدث؟ ماذا
والنتيجة؟ المشكلة؟ يتم وصف طبيعة
----------------------------------------------------------------------------
Date of Incident/Grievance الشكوى أو الحادث تاريح/ طبيعة
----------------------------------------------------- -----------------------------------------------------------------------------
One time incident/grievance (date _______________) حدث مرة واحدة )التاريخ(
Happened more than once (how many times? _____) حدث أكثر من مرة )الرجاء تحديد عدد المرات؟(
On-going (currently experiencing problem) متواصل )المشكلة متواصلة حتى الآن(
What would you like to see happen to resolve the problem?
برأيك؟ المشكلة أو للشكوى المثالي الحل هو ما
Signature (التوقيع): _______________________________
Date )التاريخ( : _______________________________
Please return this form to )الرجاء اعادة هذا النموذج ألى( :
[name], HSE Supervisor [Massader/Contractor]
Address )العنوان( __________________________
Tel. )رقم الهاتف( Tel: +970-2-2969600or E-mail )البريد الالكتروني( : _________
117 Schools Rooftop Solar PV Project SHECON
Form 2: Community Grievance Log
GRIEVANCE LOG (Use this log to document grievances filed by local communities. All grievances shall be responded to promptly within 2 working days, and shall be investigated and resolved within 5 working days.
Date of
Grievance Receipt
تاريخ استلام الشكوى
Name of Person/Entity
Filing the Complaint
اسم صاحب الشكوى أو
الجهة التي قامت بالشكوى
Person Receiving
Complaint/Grievance
سم الشخص ا تلقى/أدخلالذي
الشكوى
Grievance Compliant
Form Reference
number
رقم مرجع استمارة الشكوى
Summary of
Grievance
وصف الشكوى )ملخص(
Date Investig
ated/ Verified تاريخ
مراجعة الشكوى والتحقق
Name of Investigat
or
اسم الشخص الذي قام بالتحقق
Investigation/Verification
Results
نتيجة التحقيق
Date of Resolution
تاريخ اصدار
القرار
Resolution of
Grievance
القرار أو فوصالحل بشأن
الشكوى
Date Resolution
Communicated to Complainant
تاريخ اعلام صاحب الشكوى بالقرار
النهائي