Consultant - Strengthening NEA Distress Reporting Mechanisms BRMM Project (LM0659) at International Organization for Migration (IOM)

Responsibilities

Tasks to be performed under this contract

The consultant will be responsible for: 

• Developing the SOPs and response channels for the feedback mechanism 
• Organize workshop to Upgrade or refine distress forms and hotline forms to capture key information (case type, location, urgency, referral needs etc) 
• Develop SOP on Feedback and Case Closure Mechanisms 
• Capacity Building for Hotline and Case Management Staff 
• Establish regular coordination channels between hotline managers and referral partners to ensure timely responses 
• Capacity building of the officers at KLMRC, TVETs etc on labour migration policies, procedures, Ethical recruitment and rights-based counselling 
• Development and Dissemination of IEC Materials 

Performance indicators for the evaluation of results

• Inception Report outlining the consultancy approach, work plan within 2 weeks of the contract start.
• Review existing hotline and distress reporting mechanisms (forms, digital tools, workflows) with recommendations
• Comprehensive Mapping Report Map current referral pathways, response actors, and service gaps
• Developed Standard Operating Procedures (SOPs) for: Case intake, triage, and prioritization; Referral and escalation processes; Feedback provision to beneficiaries; Case tracking and closure mechanisms (ensuring that the SOPs are aligned with safeguarding, data protection, and ethical standards)
• Organizing and facilitation of multi-stakeholder workshop to refine existing distress and hotline forms
• Capacity building of the KLMRC/NEA officers on Design and deliver training for hotline operators and case management staff on: SOP implementation; Case handling and documentation; Referral coordination and follow-up; Safeguarding and ethical communication
• Develop protocols for information-sharing and timely response management between hotline teams and referral partners (e.g. government agencies, service providers, NGOs)
• Final Consultancy Report summarizing findings, referral pathways, key recommendations, and an implementation roadmap for strengthening enhancing hotline systems, feedback loops, and coordinated referral pathways.

Qualifications

Required Qualifications and Experience

Education

• Advanced degree in migration, development, social sciences, or related field.
• Proven experience in migration programming, hotline systems, or case management/referral mechanisms.
• Demonstrated expertise in SOP development and capacity building.
• Strong understanding of safeguarding, data protection, and ethical service delivery.
• Experience in Kenya or the East and Horn of Africa region is highly desirable.
• Fluency in English and Swahili

Experience

• Strong management capability and experience
• Proven ability to establish and maintain strong working relations with relevant Government counterparts, international organizations, and private sector entities
• Excellent communication and negotiation skills. 
• Excellent report writing skills
• Excellent computer skills

Skills

• Strong management capability and experience
• Proven ability to establish and maintain strong working relations with relevant Government counterparts, international organizations, and private sector entities
• Excellent communication and negotiation skills. 
• Excellent report writing skills
• Excellent computer skills