Careers 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
   

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Responsibilities

Responsibilities and Accountabilities

• Lead the development and promotion of a robust framework of ethics-related policies, procedures, and guidelines; and advise on the ethical dimensions of other aspects of IOM's institutional policies and practices.
• Advocate for and promote ethical behaviour, integrity, transparency and accountability across IOM, both for IOM management and other IOM personnel.
• Manage the provision of timely guidance and practical advice to IOM management and personnel on ethical matters, including the interpretation and implementation of the IOM Standards of Conduct, potential conflicts of interest, and other ethics questions.
• Manage the implementation and periodic review of IOM's Protection Against Retaliation (PaR) policy to ensure impartial assessment of retaliation complaints and appropriate protections for whistleblowers.
• Lead the design and execution of ECO’s training and outreach program to raise awareness of IOM's values and standards of conduct, encourage a speak-up culture, and reinforce a work environment of respect and integrity.
• Manage ECO’s annual disclosure program, ensuring strategic development, implementation, and compliance per best practices to manage conflicts of interest for senior and key personnel.
• Manage the tracking, analysis, and reporting of institutional ethics data or trends and resulting recommendations for periodic ECO/OEP reports, including reports to IOM senior management and/or IOM's governing bodies, as needed, including the Audit and Oversight Advisory Committee (AOAC).
• Manage ECO's personnel, work program, and resources on a day-to-day basis to ensure the quality, efficiency, and integrity of ECO's contributions consistent with ECO's mandate, confidentiality, and best practices.
• Liaise with all relevant stakeholders as appropriate, including the Office of Internal Oversight (OIO), Office of Legal Affairs (LEG), Office of the Ombudsman (OOM), Department of Human Resources (DHR), and Institutional Risk Management (IRM).
• Promote internal and external knowledge sharing, including through participation in the Ethics Network of Multilateral Organisations (ENMO); monitor best practices and emerging trends in the ethics field; and lead innovations and improvements in ECO's work, including automation and other initiatives.
• Perform other duties as may be required

Qualifications

Required Qualifications and Experience

Education

• Master’s degree in Law, Governance, International Development, or a related field from an accredited academic institution with ten years of relevant professional experience; or,
• University degree in the above fields with twelve years of relevant professional experience.
• Accredited Universities are those listed in the UNESCO World Higher Education Database.

Experience

• Advanced understanding of and work experience in Ethics, Law, Compliance/Oversight, and/or Dispute Resolution, preferably within a public international organization or humanitarian agency;
• Experience working with organizational ethics, including ethics policies and procedures, integrity and compliance programs, prevention, culture change, and learning and communications strategies; and,
• Direct experience with ethical decision-making and ethics casework, including general ethics advice, conflicts of interest, financial disclosure, and protection against retaliation.

Skills

• In-depth understanding of administrative policies and procedures of international organizations;
• Highest level of integrity, discretion, professionalism, and independence;
• Demonstrated ability to manage sensitive and conflict situations;
• Excellent advocacy, communication, and negotiation skills;
• Proven ability to communicate complex concepts orally and in writing;
• Ability to carry out all inquiries objectively and impartially, guided by the highest principles of ethics;
• Ability to lead and motivate teams to deliver on strategic and operational priorities, including under time pressure and other resource constraints;
• Strong analytical, strategic, creative thinking and problem-solving skills; and
• Ability to liaise effectively with high-level interlocutors.