Complaints Officer at Independent Policing Oversight Authority (IPOA)

Reports to the Head, Complaints Management.

Duties & Responsibilities

• 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

• 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 performance and results.
• Required behavioural skills:
• A candidate must be a person of integrity, demonstrate excellent interpersonal skills and be a team player;
• Demonstrate high ethical standards;