About the Role

Job Purpose

To lead in receipt and processing of complaints against members of the Service as provided under Section 6 and 24 of the IPOA Act.

Key Responsibilities/ Duties / Tasks

Managerial/ Supervisory Responsibilities

1) Implement policies, strategies, manuals, plans, procedures and standards  pertaining to complaints management services;
2) Lead in receipt and processing of complaints against members of the Service;
3) Implement controls for deployment and application of complaints management tools and equipment;
4) Implement complaints management work plans;
5) Review of patterns and trends of police misconduct;
6) Implement complaints management systems;
7) Supervise, coach and mentor the complaints management officers;
8) Manage employee performance management and competency development plans in the complaints management division.

Operational Responsibilities / Tasks

1) Lead complaints management teams in receipt and processing of complaints;
2) Coordinate preliminary inquiries on complaints received;
3) Guide in handling, resolving, tracking, referring, and giving feedback on complaints as necessary;

4) Identify and mitigate safety and security risks in complaint management; 
5) Provide tools and equipment for effective complaint management function;
6) Coordinate Divisional meetings;
7) Prepare procurement requisitions for effective complaint management operations;
8) Provide briefs on complaints management to the Head;
9) Prepare complaint management operational work plans for approval;
10)Consolidate complaint management data, information and records for strategic interventions and reports;
11)Prepare complaints management annual budget, work plan and procurement plan;
12)Guide complaints management teams on stakeholders’ engagements;
13)Prepare activity, monthly, quarterly, bi-annual performance and Annual reports for the Division;
14)Supervise and appraise direct reports and identify their training needs;
Job Dimensions:

Financial Responsibility

Prepare Complaints Management Work Plans and the Budgets
Responsibility For Physical Assets

Responsible for complaints management physical assets in the team (ICT, office furniture and equipment, complaint management tools, records and machines)

Decision-Making/Job Influence

Managerial and operational decisions.

Working Conditions

Predominantly in office with occasional field travel

Job Competencies( Knowledge, Experience, and Attributes/Skills)

Academic Qualifications

1. A Bachelor’s degree in any of the following discipline: Law, Criminology, Dispute Resolution, Counselling Psychology, Social Sciences or equivalent qualifications from a recognized institution;

Professional Qualifications / Membership in professional bodies

1) Registered with a relevant Professional Body where applicable;
2) A Certificate in Senior Management Course from a recognized institution;
3) Certificate in computer application skills;

Previous Work Experience Required

1. Served for a minimum period of three (3) years in the grade of either Senior Complaints Management Officer or for a period of nine (9) years in Complaints services in the Public Service or Private Sector;

How To Apply
Interested persons who meet the requirements should submit their application through Post Office, email or by hand delivery, clearly indicating the position and job reference number, on both the cover letter, envelope and email applications, together with IPOA Employment form, a detailed CV, copies of academic certificates, national identity card, names and telephone contacts of three referees, so as to reach the Authority by Tuesday, 13th September, 2022 to:

Director/Chief Executive Officer,
Independent Policing Oversight Authority,
1st Ngong Avenue, ACK Garden Annex, 2nd Floor,
P.O Box 23035 – 00100, NAIROBI.
Email: [email protected]

Upon offer of employment, the successful candidate MUST present and satisfy the requirements of Chapter Six of the Constitution of Kenya 2010 by providing copies of the following documents;
1. A valid tax Compliance Certificate from the Kenya Revenue Authority (KRA);
2. A valid Certificate of Good Conduct from the Directorate of Criminal Investigation (DCI);
3. A valid Clearance Certificate from the Higher Education Loans Board (HELB);
4. A valid Clearance Certificate from an approved Credit Reference Bureau (CRB)and
5. A Valid Clearance form from the Ethics and Anti-Corruption Commission (EACC)