Responsibilities for the Complaints Management Officer Job
Receiving complaints against and by the Police and making necessary records of the same;
Screening and processing of all complainants;
Attending to and advising complainants on ways to resolve the complaints;
Assessing complaints to ensure documents in support of each complaint are submitted to the Authority;
Coordinating and supporting the Case in take committee to determine the admissibility of complaints received;
Implementing systems and processes for efficient processing and management of complaints against the police;
Monitoring and updating complainants on the status of their complaints especially the ones referred to IAU for further action;
Conducting preliminary inquiries on complaints received and contacting police stations and other relevant agencies with the aim of obtaining information and requisite documentation;
Analysing and referring complaints to relevant agencies;
Assisting in the promotion of proactive resolution of complaints against the police through ADR;
Receive, upload and up-date data into the Complaints
Investigations Management System (CIMS),ECM and other records;
Ensure all correspondence and records are up to date and filed accurately in respective files;
Responding to inquiries by complainants and providing appropriate feedback;
Assist in preparation of various department reports as and when required;
Any other duty that may be assigned from time to time by the Authority.
Qualifications for the Complaints Manager Job
Must be a citizen of Kenya.
Meets the requirements of Chapter six of the Constitution of Kenya.
Bachelor’s degree in any of the following disciplines:- Law, Criminology, Dispute Resolution, Psychology or equivalent qualifications from a recognized institution;
Certificate in computer application skills; and
Shown merit, integrity and ability as reflected in work performanceand results.
A candidate must be a person of integrity, demonstrate excellent interpersonal skills and be a team player;
Demonstrate high ethical standards;
