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Senior Complaints Management Officer

Salary rangeConfidential | Contract type: Permanent

You have 1 days left to apply for this job.

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Job Summary

The Senior Complaints Management Officer will be responsible to the Head ofComplaints Management.
Profile:
• Must be a citizen of Kenya.
• Meets the requirements of Chapter six of the Constitution of Kenya.
Job Specifications

For appointment to this grade, an officer must have:
• Served for a minimum period of three (3) years in the grade of
Complaints Management Officer I or for a period of six (6) years in
Complaints services in the Public Service or Private Sector;
• Bachelor’s degree in any of the following disciplines: Law, Criminology,
Dispute Resolution, Psychology and other Social Sciences or equivalent
qualifications from a recognized institution; and
• Certificate in computer application skills.
• Shown merit and ability as reflected in work performance and results.
Required behavioural skills:
• Candidates must be a person of integrity, demonstrate excellent
interpersonal skills and be a team player;
• Demonstrate impartiality, discretion, tact and good/ firm judgement;
• Strong analytical skills and critical thinker;
• Ability to maintain confidence and trust regarding sensitive issues.

Responsibilities

i. Coordinating receipt of complaints against and by the police and
ensuring that necessary records of the same are made;
ii. Supervising the screening and processing of all complainants;
iii. Ensuring that complainants are attended to and advised on ways to
resolve the complaints;
iv. Assessing complaints to ensure documents in support of each complaint
are submitted to the Authority;
v. Coordinating and supporting the Case In-take Committee to determine
the admissibility of complaints received;
vi. Implementing systems and processes for efficient processing and
management of complaints against the police;
vii. Monitoring complaints and ensuring that complainants are updated on
the status of their complaints especially the ones referred to IAU for
further action;
viii. Coordinating the conduct of preliminary inquiries on complaints
received and ensuring that police stations and other relevant agencies
are contacted with the aim of obtaining information and requisite
documentation;
ix. Analysing and causing complaints to be referred to relevant agencies;
x. Assisting in the promotion of proactive resolution of complaints against
the police through ADR;
xi. Ensuring that data is received, uploaded and up-dated into the
Complaints Investigations Management System (CIMS), ECM and other
records;
xii. Ensuring all correspondence and records are up to date and filed
accurately in respective files;
xiii. Responding to inquiries by complainants and providing appropriate
feedback;
xiv. Assisting in preparation of various department reports as and when
required; and
xv. Any other duty that may be assigned from time to time by the Authority

Job Requirements

Required education: Bachelor's degree
Required relevant work experience: 2 years
Required languages: English (Spoken: fluent | Written: fluent)
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Other Jobs at Independent Policing Oversight Authority (IPOA)

Complaints Management Officer I
Independent Policing Oversight Authority (IPOA) / Nairobi

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