Complaints and PSEA Advisor

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Assist the Global Coordinator PMER, Complaints, and Safeguarding in enhancing and implementing complaints handling and PSEA systems throughout LWF World Service.

• Oversee the LWF complaint mailbox, which includes acknowledgment, initial assessment, referral, intake analysis, registration, and follow-up.

• Evaluate complaints and suggest proper handling or escalation in accordance with LWF policies and procedures.

• Ensure that accurate and confidential case information is maintained in the complaints database.

• Conduct or assist in investigations, including planning, interviews, evidence review, and preparation of investigation reports.

• Provide backup coverage for the LWF Complaint mailbox during the absence of the Global Coordinator.

• Monitor CRM implementation across Country Programs and address identified gaps.

• Coordinate quarterly CRM reporting, review submissions, and follow up on any missing or incomplete information.

• Aid in the enhancement of CRM reporting tools and processes.

• Support the rollout and consistent application of ActivityInfo for complaint recording.

• Analyze CRM information and complaint data to pinpoint recurring gaps, trends, and support needs.

• Assist in the review, update, and implementation of the LWF World Service PSEA Policy.

• Offer technical assistance regarding PSEA requirements to Country Program focal points.

• Support PSEA self-assessments and UN PSEA evaluations.

• Design and deliver PSEA induction, training, and refresher sessions.

• Induct, coach, and provide technical assistance to CRM and PSEA Focal Points.

• Create and deliver practical training on complaint handling and CRM.

• Organize CRM, complaints, investigation, and PSEA resources while maintaining a structured SharePoint site.

• Encourage effective use of ActivityInfo, SharePoint, and other digital systems.

⛳️ Requirements

• A university degree in a relevant field such as social sciences, law, human rights, international development, or another related discipline.

• Recognized training or certification in investigations.

• A minimum of 3 years of pertinent professional experience in complaints handling, investigations, PSEA, safeguarding, or similar areas.

• Practical experience in complaint intake, assessment, referral, and case management.

• Strong understanding of complaints handling, PSEA, and safeguarding standards and practices in humanitarian and development contexts.

• Experience in conducting workplace or misconduct investigations, including interviews, evidence review, and reporting.

• Experience in providing training, coaching, or technical support, preferably within humanitarian or development environments.

• Familiarity with digital information systems, databases, or collaboration platforms.

• Fluency in English is required.

• Proficiency in French and/or Spanish is a plus.

• Capacity to manage sensitive and confidential information.

• Ability to work autonomously and demonstrate sound judgment.

• Capability to appropriately escalate issues.

• Strong attention to detail, capacity-building, training abilities, confidentiality management, and information management skills.

🏝️ Benefits

• A 1-year contract with the potential for extension.

• Fully remote, home-based work arrangement.

• Opportunities for professional training, coaching, and technical support.

• Chance to work with an international, faith-based humanitarian and development organization.

• Opportunities for capacity-building and knowledge exchange.