Consultant - Strengthening NEA Distress Reporting Mechanisms BRMM Project (LM0659)

Role Overview

This consultancy is focused on strengthening the feedback and referral machinery behind Kenya's labour migration support systems. The consultant will work directly with hotline operators, case management staff, and referral partners to design clear operating procedures, refine data collection tools, and ensure that every migrant who reaches out receives a structured, timely, and well-documented response. The work matters because it turns ad-hoc assistance into a dependable safety net, helping migrant workers get the right help from the right agency without delays or lost cases.

Key Responsibilities

• Draft end-to-end Standard Operating Procedures (SOPs) for the feedback mechanism, covering case intake, triage, prioritisation, referral, escalation, and case closure.
• Plan and facilitate a multi-stakeholder workshop focused on upgrading distress and hotline forms so they systematically capture case type, location, urgency, and referral needs.
• Design SOPs specifically for feedback and case closure, ensuring beneficiaries receive clear updates and their cases are formally resolved or handed over.
• Deliver targeted capacity-building sessions for hotline and case management staff on SOP implementation, case documentation, referral coordination, follow-up practices, safeguarding, and ethical communication.
• Set up and institutionalise routine coordination channels between hotline managers, government agencies, service providers, NGOs, and other referral partners.
• Train officers at KLMRC, TVETs, and related institutions on labour migration policies, ethical recruitment, rights-based counselling, and the procedures they need to support migrant workers effectively.
• Develop and oversee the dissemination of clear, accessible IEC materials that help migrants and front-line officers understand how to report issues, the referral pathways, and their rights.

Requirements & Qualifications

• An advanced degree in migration studies, development studies, social sciences, or a closely related discipline.
• Demonstrated experience in migration programming, hotline systems, case management, or referral mechanism design, preferably within the East and Horn of Africa context.
• Proven expertise in writing practical SOPs and delivering training or capacity-building programmes for frontline staff.
• A solid working knowledge of safeguarding principles, data protection requirements, and ethical standards for service delivery, particularly when handling sensitive migrant cases.
• Fluency in both English and Swahili, with excellent communication, negotiation, and report-writing skills.
• Strong management capability, including the ability to coordinate multiple actors, meet deadlines, and produce high-quality deliverables under a consultancy timeline.
• Computer proficiency, including familiarity with digital tools for case tracking, form design, and documentation.