Complaints Management Officer - IPOA

About the company

The Independent Policing Oversight Authority (IPOA) is established pursuant to the Independent Policing Oversight Authority Act Cap. 86 Laws of Kenya. Its main function is to provide for civilian oversight over the work of the Police. The Authority wishes to recruit results-oriented Kenyan citizens with drive, vision and creativity to fill the following vacant positions: - Job Title: Complaints Management Officer II Job Ref: IPOA/HR/17/2026 3 Positions Consolidated Salary: KES 90,000 – 130,000 Grade: IPOA 9 Directorate: Complaints Management and Counselling Services Department: Complaints Management Section / Unit: Complaints Management Location / Work Station: Headquarters / Nairobi/ Regional Offices Reporting Relationships: Reports to Senior Assistant Director, Complaints Management / Assistant Director, Regional Coordination Job Purpose: Receiving, sorting and processing complaints on police misconduct. 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; and 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; and ii. Proficiency in Computer Application. How to Apply: Interested applicants who meet the stated requirements are invited to submit their applications through the Authority’s CAREERS PORTAL, applications should be submitted no later than Tuesday, 10th November, 2026. Director/Chief Executive Officer, Independent Policing Oversight Authority, 1st Ngong Avenue, ACK Garden Annex, 2nd Floor, P.O Box 23035 – 00100, Nairobi. Email: recruitment1023@ipoa.go.ke Please note that upon receiving an offer of employment, the successful candidate will be required to comply with the provisions of Chapter Six of the Constitution of Kenya, 2010. This includes submitting valid copies of the following documents:

Requirements

• A valid tax Compliance Certificate from the Kenya Revenue Authority (KRA);
• A valid Certificate of Good Conduct from the Directorate of Criminal Investigation (DCI);
• A valid Clearance Certificate from the Higher Education Loans Board (HELB);
• A valid Clearance Certificate from an approved Credit Reference Bureau (CRB) (Must provide certificate or report);
• A Valid Clearance form from the Ethics and Anti-Corruption Commission (EACC)

Other

IPOA is an equal opportunity employer and shall not in its recruitment discriminate on the basis of race, religion, color, ethnic origin, political affiliation, sex or sexual orientation, pregnancy, marital status, disability, health or social status. Canvassing will lead to automatic disqualification. IPOA does not engage any recruitment agencies and no medical examination is required before one attends an interview. IPOA does not charge a fee at any stage of the recruitment process (application, shortlisting or interview). Only shortlisted candidates will be contacted. Data Protection: The Independent Policing Oversight Authority (IPOA) is committed to safeguarding your personal data in accordance with the Data Protection Act. Any personal data provided will be processed in line with our Privacy Policy.