Complaints and PSEA Advisor

Location: home-based; ideally South Africa or another location in similar time-zone Duration of contract: 1 year (possibility for extension) Supervisor: Global Coordinator for PMER, Complaints and Safeguarding

Start date: as soon as possible

Lutheran World Federation (LWF) World Service LWF World Service is the humanitarian and development arm of the Lutheran World Federation. We are a widely recognized, international, faith-based organization working in more than 20 countries globally. We seek to bring people of all backgrounds together in the common quest for justice, peace, and reconciliation in an increasingly complex and fragmented world. A commitment to the human rights of every individual, regardless of their status, guides our work, actions, and operations. We are particularly known for our timely, compassionate, and professional humanitarian work, and for our field presence in hard-to-reach areas. Our work is people-centered and community-based. Above all, we work with the most vulnerable, and to claim and uphold their rights, we engage proactively with local government and community structures. For additional information, please see LWF World Service.

Purpose Complaints and PSEA Advisor supports the Global Coordinator PMER, Complaints and Safeguarding in the implementation and strengthening of complaints handling and PSEA systems across LWF World Service.

The position provides operational and technical support in complaint intake and case management, investigations, CRM monitoring and reporting, PSEA, capacity strengthening, and digital and knowledge management. The position requires a high level of confidentiality, sound judgment and the ability to work independently while knowing when matters need to be escalated to the Global Coordinator.

The Advisor works closely with CRM and PSEA Focal Points in LWF Country Programs to support consistent implementation of LWF policies, systems and requirements across the Country Programs. The position also works with relevant Geneva-based functions, when required.

Required qualifications 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.

Knowledge and experience 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.

Language skills English required: fluent

French and/or Spanish are an asset

LWF Core Skills

Achieving results – advanced*

Accountability – resourced

Working effectively with others - advanced Analytical thinking - advanced Initiative - advanced

Leadership - resourced

LWF Functional Skills

Attention to detail - advanced

Capacity building / Training – advanced

Confidentiality Management – advanced Analytical Thinking - resourced

Information Management – advanced

• LWF 3 skills levels are: basic - advanced – resourced

Main duties Complaints Handling and Investigations Supports the day-to-day management of the LWF Complaint mailbox, including acknowledgment, initial assessment, referral, intake analysis, registration and follow-up of complaints. Reviews and analyses complaints and recommends appropriate handling or escalation in line with LWF policies and procedures. Maintains accurate and confidential case information in the complaints database and supports CRM Focal Points with complaint handling and documentation. Conducts or supports investigations when assigned, including planning, interviews, evidence review and preparation of investigation reports. Acts as the designated backup for the LWF Complaint mailbox during the absence of the Global Coordinator and ensures continuity of complaint handling.

CRM Monitoring, Systems and Implementation Supports the monitoring of CRM implementation across Country Programs and follows up identified gaps with CRM Focal Points. Coordinates the quarterly CRM reporting process, reviews the quality and completeness of submissions and follows up where information is missing or incomplete. Supports the review and improvement of the CRM quarterly reporting tool and process. Supports the rollout and consistent use of ActivityInfo for complaint recording and monitors the quality and completeness of information recorded by Country Programs. Reviews CRM information and complaint data to identify recurring gaps, trends and areas requiring additional support.

PSEA Supports the Global Coordinator with the review, update and rollout of the LWF World Service PSEA Policy. Provides technical support to PSEA and CRM Focal Points on the implementation of PSEA requirements at Country Program level. Supports and follows up PSEA self-assessments and UN PSEA assessments, including review of evidence, identification of gaps and follow-up of agreed actions. Develops and delivers PSEA induction, training and refresher sessions and supports focal points in strengthening staff awareness. Identifies recurring PSEA gaps and brings significant or systemic issues to the attention of the Global Coordinator.

Capacity Strengthening and Technical Support Supports the induction and onboarding of new CRM Focal Points and provides ongoing coaching and technical support to CRM and PSEA Focal Points. Develops and delivers practical training and refresher sessions on complaint handling and CRM based on identified needs. Supports focal points in strengthening complaint mechanisms and related processes and facilitates learning and exchange between focal points when useful.

Digital Systems and Knowledge Management Reviews and organizes existing CRM, complaints, investigation and PSEA resources, helping to reduce duplication, archive outdated materials and simplify the resources available to Country Programs. Supports the development and maintenance of a structured SharePoint site where Country Programs can easily access current guidance, templates, training materials and other resources related to Complaint and PSEA. Supports the effective use of ActivityInfo, SharePoint and other relevant digital systems and works with Data & Analytics and other colleagues when technical support is required.

Major Challenges Handling sensitive and confidential information while managing several priorities at the same time. Supporting more consistent implementation of CRM and PSEA requirements across different Country Program contexts. Turning policies and technical requirements into practical and user-friendly approaches. Managing multiple priorities, taking initiative and ensuring timely coordination on sensitive or complex matters.

Originally posted on Himalayas