Call Centre Officer II - 3 Posts at Independent Policing Oversight Authority (IPOA)

Job Purpose

• Responsible for receiving, sorting and processing complaints on police misconduct at the Call Centre.

Key Responsibilities/ Duties / Tasks

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

• Receiving and processing complaints on police misconduct at the call centre;
• Implementing internal case intake committee recommendations;
• Updating records at the call centre;
• Implementing systems and processes at the call centre for the efficient management of complaints against the police;v.
• Collecting and collating data for internal and external reports pertaining to the call centre;
• Providing feedback to the complainants on the status of complaints;
• Implementing risk mitigation measures; and
• Supporting the implementation of quality assurance standards in the call centre.

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.