Consultant - Strengthening Distress Reporting Mechanisms

Project Context and Scope

The Better Regional Migration Management (BRMM) programme, funded by the Foreign, Commonwealth and Development Office (FCDO) of the Government of the United Kingdom, Better Regional Migration Management (BRMM) Programme, aims to advance safe, orderly, and regular labour migration across the East and Horn of Africa (EHoA). It seeks to do so by strengthening skills-to-employment systems, promoting fair and ethical recruitment in line with international labour standards, and enhancing the protection of migrant workers throughout the migration cycle.

Youth in Kenya continue to seek migration opportunities amid limited access to reliable, timely, and verified information on safe and regular pathways. Existing support points—such as hotlines, migrant resource centers, and digital platforms—are underutilized or constrained by fragmented referral systems, weak feedback mechanisms, and inconsistent case management procedures.

To address these gaps, this consultancy will strengthen the availability and quality of migration information and services at points where young people already seek support, by enhancing hotline systems, feedback loops, and coordinated referral pathways.

The consultancy will support the strengthening access to safe and regular migration pathways for vulnerable youth by improving the effectiveness, responsiveness, and coordination of hotline, feedback, and referral systems.

Organizational Department / Unit to which the Consultant is contributing

This assignment falls under the Labour Mobility Division at IOM Kenya, particularly under the (BRMM) Programme. Under the overall guidance of the Chief of Mission and direct supervision of the Head of Programme and Policy Development, and coordination with the National Programme Officer, the consultant will work closely with the Ministry of Labour and Social Protection, National Employment Authority (NEA), and any other relevant stakeholders involved.

Responsibilities

Tasks to be performed under this contract

The consultant will be responsible for:

• Developing the SOPs and response channels for the feedback mechanism
• Organize workshop to Upgrade or refine distress forms and hotline forms to capture key information (case type, location, urgency, referral needs etc)
• Develop SOP on Feedback and Case Closure Mechanisms
• Capacity Building for Hotline and Case Management Staff
• Establish regular coordination channels between hotline managers and referral partners to ensure timely responses
• Capacity building of the officers at KLMRC, TVETs etc on labour migration policies, procedures, Ethical recruitment and rights-based counselling
• Development and Dissemination of IEC Materials

Performance indicators for the evaluation of results

1. Inception Report outlining the consultancy approach, work plan within 2 weeks of the contract start.
2. Review existing hotline and distress reporting mechanisms (forms, digital tools, workflows) with recommendations
3. Comprehensive Mapping Report Map current referral pathways, response actors, and service gaps
4. Developed Standard Operating Procedures (SOPs) for: Case intake, triage, and prioritization; Referral and escalation processes; Feedback provision to beneficiaries; Case tracking and closure mechanisms (ensuring that the SOPs are aligned with safeguarding, data protection, and ethical standards)
5. Organizing and facilitation of multi-stakeholder workshop to refine existing distress and hotline forms
6. Capacity building of the KLMRC/NEA officers on Design and deliver training for hotline operators and case management staff on: SOP implementation; Case handling and documentation; Referral coordination and follow-up; Safeguarding and ethical communication
7. Develop protocols for information-sharing and timely response management between hotline teams and referral partners (e.g. government agencies, service providers, NGOs)
8. Final Consultancy Report summarizing findings, referral pathways, key recommendations, and an implementation roadmap for strengthening enhancing hotline systems, feedback loops, and coordinated referral pathways.

Qualifications

Required Qualifications and Experience

Education

• Advanced degree in migration, development, social sciences, or related field.
• Proven experience in migration programming, hotline systems, or case management/referral mechanisms.
• Demonstrated expertise in SOP development and capacity building.
• Strong understanding of safeguarding, data protection, and ethical service delivery.
• Experience in Kenya or the East and Horn of Africa region is highly desirable.
• Fluency in English and Swahili

Experience

• Strong management capability and experience
• Proven ability to establish and maintain strong working relations with relevant Government counterparts, international organizations, and private sector entities
• Excellent communication and negotiation skills.
• Excellent report writing skills
• Excellent computer skills

Skills

• Strong management capability and experience
• Proven ability to establish and maintain strong working relations with relevant Government counterparts, international organizations, and private sector entities
• Excellent communication and negotiation skills.
• Excellent report writing skills
• Excellent computer skills