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Complaints and Investigations Clerk
Job Purpose
This position is responsible for the management of the directorate’s registry to ensure efficient documentation and processing of all complaints received by KNCHR.
Operational responsibilities
- Assists in screening and processing of human rights complaints reported by petitioners.
- Assists in the management of directorate’s complaints database under the Complaints Management System (CMS) towards protection of information and ensuring confidentiality.
- Officer in Charge of the directorate’s registry and manages the registry both electronically and physically.
- Retrieves complaints data when required within the Commission to inform KNCHR’s interventions on various issues pertaining to the protection and promotion of human rights
- Prepares the directorate’s registry reports on complaints received and the remedial actions taken as per the mandate of the commission
- Receipt, processing, and handling of all correspondence (mail, email, SMS, all social media platforms).
Skills, Experience and Minimum Qualifications
- Diploma in information management or records management or equivalent from a recognized institution.
- 1-year relevant experience in a similar position.
- Good organizational, writing, interpersonal and Communication skills
- Analytical skills for complaints handling/processing
- Ability to work in stressful and demanding environments
- Problem solving skills
- Computer literacy
- Team player
- Meet the requirements of Chapter Six of the Constitution of Kenya
Senior Complaints and Investigations Officer
Job Purpose
This position is responsible for the implementation of the organization’s complaints strategy and to process complaints on human rights violations that falls within the Mandate of the Commission. The position focuses on the work of complaints’ division.
Operational responsibilities
- Implements complaints processing systems for efficient and effective management of human rights complaints.
- Reviews research and preliminary investigations’ reports on alleged human rights violations and assesses if the complaint warrants further investigations.
- Undertakes investigations (including Rapid Response Missions and other investigations) of human rights violations, under the guidance of head of investigations, towards prompt resolution of human rights complaints.
- Reviews the received complaints and refers those outside the mandate of the Commission to appropriate agencies for resolution and promotion of Commission’s complaints referral mechanisms.
- Creates public awareness of human rights complaints processing towards enhancing access to Commission’s complaints processing service by members of the public.
- Assists in preparation of directorate reports on conducted investigations and the remedial actions taken by the commission towards resolution of the complaints.
- Supports in the preparation of periodic reports and work planning of the directorate.
Skills, Experience and Minimum Qualifications
- Bachelor’s degree in law from a recognized university
- Post graduate Diploma in law (from Kenya school of law)
- Advocate of the Kenya High Court
- 3 years of service in a comparable position from a reputable organization
- Communication skills
- Leadership and supervisory skills
- Good understanding of Alternative Dispute Resolution methods
- Analytical skills for complaints handling/processing skills
- Interpersonal skills
- Organizational skills
- Ability to work under pressure
- Ability to lead and manage teams
- Problem solving skills
- Computer literacy
- Meet the requirements of Chapter Six of the Constitution of Kenya
