Complaints and PSEA Advisor
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Job Description
Complaints and PSEA Advisor strengthening complaints handling and safeguarding systems for LWF’s international humanitarian and development programs. Supporting investigations, PSEA training, CRM monitoring and digital knowledge management.
Responsibilities:
- Support the Global Coordinator PMER, Complaints and Safeguarding in implementing and strengthening complaints handling and PSEA systems across LWF World Service
- Manage the LWF complaint mailbox, including acknowledgment, initial assessment, referral, intake analysis, registration and follow-up
- Review complaints and recommend appropriate handling or escalation in line with LWF policies and procedures
- Maintain accurate and confidential case information in the complaints database
- Conduct or support investigations, including planning, interviews, evidence review and investigation report preparation
- Provide backup coverage for the LWF Complaint mailbox during the Global Coordinator’s absence
- Monitor CRM implementation across Country Programs and follow up on identified gaps
- Coordinate quarterly CRM reporting, review submissions and follow up on missing or incomplete information
- Support improvement of CRM reporting tools and processes
- Support rollout and consistent use of ActivityInfo for complaint recording
- Analyze CRM information and complaint data to identify recurring gaps, trends and support needs
- Support review, update and rollout of the LWF World Service PSEA Policy
- Provide technical support on PSEA requirements to Country Program focal points
- Support PSEA self-assessments and UN PSEA assessments
- Develop and deliver PSEA induction, training and refresher sessions
- Induct, coach and provide technical support to CRM and PSEA Focal Points
- Develop and deliver practical complaint-handling and CRM training
- Organize CRM, complaints, investigation and PSEA resources and maintain a structured SharePoint site
- Support effective use of ActivityInfo, SharePoint and other digital systems
Requirements:
- University degree in a relevant field such as social sciences, law, human rights, international development or another related field
- Recognized training or certification in investigations
- At least 3 years of relevant professional experience in complaints handling, investigations, PSEA, safeguarding or related areas
- Practical experience in complaint intake, assessment, referral and case management
- Good knowledge of complaints handling, PSEA and safeguarding standards and practices in humanitarian and development contexts
- Experience conducting workplace or misconduct investigations, including interviews, evidence review and investigation reporting
- Experience providing training, coaching or technical support, preferably in humanitarian or development settings
- Experience working with digital information systems, databases or collaboration platforms
- Fluent English required
- French and/or Spanish are an asset
- Ability to handle sensitive and confidential information
- Ability to work independently and exercise sound judgment
- Ability to escalate matters appropriately
- Attention to detail, capacity building/training, confidentiality management and information management skills
Benefits:
- 1-year contract with possibility for extension
- Fully remote, home-based work arrangement
- Professional training, coaching and technical support opportunities
- Opportunity to work with an international, faith-based humanitarian and development organization
- Capacity-building and knowledge-exchange opportunities
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