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 possibleLutheran 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: fluentFrench and/or Spanish are an assetLWF Core Skills Achieving results – advanced* Accountability – resourced Working effectively with others - advanced Analytical thinking - advanced Initiative - advancedLeadership - resourcedLWF Functional Skills Attention to detail - advancedCapacity building / Training – advancedConfidentiality Management – advanced Analytical Thinking - resourcedInformation 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