Complaints Management Officer II

Grade: IPOA 9

Directorate: Complaints Management and Counselling Services

Department: Complaints Management

Section / Unit: Complaints Management

Location / Work Station: Headquarters / Nairobi/ Regional Offices

Reporting Relationships

Reports to: Senior Assistant Director, Complaints Management/ Assistant Director, Regional Coordination

Job Purpose

Receiving, sorting and processing complaints on police misconduct.

Key Responsibilities/ Duties / Tasks

An officer at this grade will undertake the following duties and responsibilities:

• Implementing strategies, policies, manuals, plans, standards and procedures pertaining to complaints management;
• Receiving, documenting and processing complaints;
• Updating records of all complaints received and processed;
• Participating in inquiries into complaints of police misconduct;
• Participating in complaints management review meetings
• Implementing the recommendations of the Internal Case Intake Committee;
• Collecting and collating data for internal and external reports on complaints management;
• Implementing risk mitigation measures; and
• Providing feedback to the complainants on the status of complaints.

Knowledge, Experience and qualifications required

For appointment to this grade, an officer must have the following qualifications:

• Bachelor’s Degree in any of the following disciplines: Law, Criminology, Psychology, Social Sciences, Public Administration, Public Relations, Sociology or equivalent qualifications from a recognized institution; and
• Proficiency in Computer Application.