Complaints Management Officers

The Independent Policing Oversight Authority (IPOA) is hiring Complaints Management Officers in Nairobi and Regional Offices. You will receive, sort, and process complaints regarding police misconduct, ensuring accurate documentation and updates. This role also involves participating in inquiries and review meetings, collecting data for reporting, and keeping complainants informed.

The Independent Policing Oversight Authority is established pursuant to Cap. 86 Laws of Kenya. Its primary mandate is to provide civilian oversight over the work of the National Police Service. The Authority seeks to recruit results-oriented Kenyan citizens with drive, vision and creativity to fill the following vacant positions:

IPOA/HR/03/2026; COMPLAINTS MANAGEMENT OFFICER II (6 POSITIONS)
(CONSOLIDATED SALARY KSH. 90,000 – 130,000)

Grade: IPOA 9
Directorate: Complaints Management and Counselling Services
Department: Complaints Management
Section: Complaints Management
Location / Work Station: Headquarters, Nairobi / Regional Offices
Reporting Relationships
Reports to: Complaints Management Officer I

Job Purpose

To be receiving, sorting and processing complaints on police misconduct.

Key Responsibilities/ Duties / Tasks

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

1. Implementing strategies, policies, manuals, plans, standards and procedures pertaining to complaints management;
2. Receiving, documenting and processing complaints;
3. Updating records of all complaints received and processed;
4. Participating in inquiries into complaints of police misconduct;
5. Participating in complaints management review meetings
6. Implementing the recommendations of the Internal Case Intake Committee;
7. Collecting and collating data for internal and external reports on complaints management;
8. Implementing risk mitigation measures; and
9. 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:

1. 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; and Proficiency in Computer Application.