Job Description
IPOA/HR/12/2021; COMPLAINTS MANAGEMENT OFFICER I, IPOA GRADE 6, 1 POSITION - (CONSOLIDATED SALARY KES. 90,000 - 130,000)
The position is responsible to the Head of Complaints Management through the Senior Complaints Management Officer.
Job Description
Specific duties and responsibilities will entail:
1) Receiving complaints against and by the Police and making necessary records of the same;
2) Screening and processing of all complainants;
3) Attending to and advising complainants on ways to resolve the complaints;
4) Assessing complaints to ensure documents in support of each complaint are submitted to the Authority;
5) Coordinating and supporting the Case in take committee to determine the admissibility of complaints received;
6) Implementing systems and processes for efficient processing and management of complaints against the police;
7) Handle, resolve, track, refer and give feedback on complaints as necessary
8) Monitoring and updating complainants on the status of their complaints especially the ones referred to IAU for further action;
9) Conducting preliminary inquiries on complaints received and contacting police stations and other relevant agencies with the aim of obtaining information and requisite documentation;
10) Analysing and referring complaints to relevant agencies;
11) Analyse emerging issues on complaints raised against the Service
12) Assisting in the promotion of proactive resolution of complaints against the police through ADR;
13) Receiving, uploading and up-dating data into the Complaints Investigations Management System (CIMS) and other records;
14) Ensuring all correspondence and records are up to date and filed accurately in respective files;
15) Assisting in preparation of various department reports as and when required;
Profile:
a) Must be a citizen of Kenya;
b) Meets the requirements of Chapter six of the Constitution of Kenya (Clearance certificates to be presented during the interview).
Job Specifications
For appointment to this position, an officer must have: -
(i) Served for a minimum period of three (3) years in the grade of Complaints Management Officer II; or
(ii) A Bachelor’s degree in any of the following discipline: Law, Criminology, Dispute Resolution, Psychology Human Rights, Information Communications Technology (ICT), Social Sciences, Military or Police degree or equivalent qualifications from a recognized institution; and
(iii) Proficiency in computer applications
Required Behavioural and functional Skills
• Candidates must be a person of integrity, demonstrate excellent interpersonal skills and be a team player;
• Demonstrated high ethical standards;
• Be an effective communicator with excellent Dispute Resolution skills and negotiations skills;
• Transparency and accountability
• Creativity and innovation
• Counselling skills
• Complaints Management Skills
• Analytical Skills
• Report writing skills