Complaints Management Officer II

Key Responsibilities/ Duties / Tasks

An officer at this grade will undertake the following duties and responsibilities:

i. Implementing strategies, policies, manuals, plans, standards and procedures pertaining to complaints management;

ii. Receiving, documenting and processing complaints;

iii. Updating records of all complaints received and processed;

iv. Participating in inquiries into complaints of police misconduct;

v. Participating in complaints management review meetings

vi. Implementing the recommendations of the Internal Case Intake Committee;

vii. Collecting and collating data for internal and external reports on complaints management;

viii. Implementing risk mitigation measures;

ix. Providing feedback to the complainants on the status of complaints.

Knowledge, Experience and qualifications required For appointment to this grade

An officer must have the following qualifications:

i. Bachelor’s Degree in any of the following disciplines: Law, Criminology, Psychology, Social Sciences, Public Administration, Public Relations, Sociology or equivalent qualifications from a recognized institution;

ii. Proficiency in Computer Application.