IPOA Complaints Management Officer Jobs in Kenya

IPOA Complaints Management Officer Jobs in Kenya

  • The position is responsible to the Head of Complaints Management through the Senior Complaints Management Officer.

    Specific duties and responsibilities will entail:

  • 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;

  • Handle, resolve, track, refer and give feedback on complaints as necessary.

  • 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;

  • Analyse emerging issues on complaints raised against the Service

  • Assisting in the promotion of proactive resolution of complaints against the police through ADR;

  • Receiving, uploading and up-dating data into the Complaints Investigations Management System (CIMS) and other records;

  • Ensuring all correspondence and records are up to date and filed accurately in respective files;

  • Assisting in preparation of various department reports as and when required;


  • Must be a citizen of Kenya;

  • Meets the requirements of
    Chapter six of the Constitution of Kenya (Clearance certificates to be presented during the interview).

    Job Specifications

    For appointment to this position, an officer must have: -

  • Served for a minimum period of three (3) years in the grade of Complaints Management Officer II; or

  • A Bachelor’s degree in any of the following discipline: Law, Criminology, Dispute Resolution, Psychology Human Rights, Information Communications Technology (ICT), Social Sciences, Military or Police degree or equivalent qualifications from a recognized institution; and

  • Proficiency in computer applications

    Required Behavioural and functional Skills

    • Candidates must be a person of integrity, demonstrate excellent interpersonal skills and be a team player;

    • Demonstrated high ethical standards;

    • Be an effective communicator with excellent Dispute Resolution skills and negotiations skills;

    • Transparency and accountability.

    • Creativity and innovation.

    • Counselling skills.

    • Complaints Management Skills.

    • Analytical Skills.

    • Report writing skills.

    How to Apply

  • For more information and job application details, see; IPOA Complaints Management Officer Jobs in Kenya ​

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