Global Coordinator for Complaints Handling and Safeguarding

Place of Assignment: Geneva

Starting date: As soon as possible

Work time: 100%

Average travel days per year: extensive (more than 20)

Closing date for applications: 23 March 2022

Purpose

LWF World Service (WS) responds to humanitarian emergencies and human needs on behalf of the Lutheran World Federation – a Communion of Churches (LWF). In pursuance of its responsibility and based on its strategy, LWF World Service:

• Provides support to refugees, returnees, internally displaced people, their host communities and communities at risk, emphasizing livelihoods, quality services, protection and social cohesion.

• Establishes and runs country programs and emergency operations.

• Engages in cooperation and partnership with governmental and non-governmental organizations, the relevant United Nations agencies and other structures involved in humanitarian and development programs as they link to the LWF World Service mandate.

• Operates together with and on behalf of the LWF member churches.

The incumbent is part of the Quality and Accountability Management Team and currently supervises one staff working remotely. The Q&A Team sets high quality and accountability standards, developing and ensuring that the necessary monitoring and evaluation systems, infrastructure, staff skills and knowledge are in place and constantly improving internal mechanisms related to compliance.

The purpose of this position is to enhance accountability and compliance related to the LWF Staff Code of Conduct (CoC), the newly developed Safeguarding Policy, implementation framework and related policies across LWF World Service and its country programmes.

The incumbent ensures that all complaints received through LWF World Service are addressed in accordance with agreed procedures and guidelines. The incumbent leads the revision and implementation of the LWF World Service accountability and complaints handling protocols, enhances capacity at all levels, and ensures that Country Programs and Emergency Operations receive and provide the necessary information and documentation related to accountability.

Required Qualifications

Master in a subject related to the function, ideally Social Sciences, Psychology, business or finance studies, Human Resources.

Strong understanding of safeguarding and protection policies and challenges.

Familiar with application of international standards of protection and accountability.

Expertise in investigations at the workplace according to international standards required. Certification in compliance is a strong asset.

Proven experience in capacity building measures in face-to-face as well as remote trainings.

Proficient level of English and fluency in French. Spanish an asset.

Additional Study and Experience

At least 5 years working experience in similar positions.

Experience with case management of serious complaints and drafting high-level reports.

Relevant working experience in the humanitarian or program coordination in the humanitarian / development fields.

Able to work within a team and with all levels in an international environment.

LWF Core Skills

Achieving results: Advanced

Accountability: Resource

Working effectively with others: Advanced

Analytical thinking: Advanced

Initiative: Advanced

Leadership: Advanced

Required Skills

Attention to detail: Advanced

Regulatory compliance: Advanced

Capacity Building: Resource

Confidentiality Management: Advanced

Information Management: Advanced

Project Management: Advanced

Position Environment and Dimensions

Internally, as a member of a team of Q&A, the incumbent interacts and plans with the Safeguarding Working Group, Regional Program Coordinators in LWF World Service in Geneva and focal points working on related topics in field locations; assumes a global technical responsibility in view of support to the field operations. Regular collaboration with the other teams of LWF World Service (Global Funding Team, Finance) and with Human Resources on related issues is required.

Externally, interacts and cooperates with technical staff from related agencies, other like-minded organisations, UN and other donors, as well as external service providers in case of specific investigations.

Supervises: 1 staff working in LWF Prague Office

Main duties

Complaints Handling and Investigations

1. Responsible for updating the LWF World Service complaints handling and investigation guidelines

2. Responsible for handling of cases in LWF World Service operations on Sexual Exploitation and Abuse, safeguarding issues, corruption and fraud as defined in the LWF Staff Code of Conduct (CoC) related to field staff in country programs.

3. Coordinates and facilitates investigations.

4. Enhances the investigative capacities of LWF World Service

5. Provides advice and backstopping of complaints handling for management level in countries and Geneva level.

6. Develops guidance notes for funding and budgeting for complaints handling and investigations.

7. Guides the process to digitalize reporting of complaints and case handling.

Safeguarding and Prevention of Sexual Exploitation and Harassment

1. As part of the Safeguarding Working Group, ensures policies, guidelines and tools for PSEA and complaints handling are aligned with policies related to abuse, SEA and Safeguarding and consistent with the revised CoC and the Safeguarding Policy and implementation framework/strategy currently under development.

2. Develops and promotes a pool of promotors at country level

3. Ensures that accreditation through the mandatory PSEA Self-Assessment by UN organisation is maintained.

Capacity Development & Learning

1. Develops face to face and digital training packages for complaints handling, investigations, awareness raising and learning, particularly of Safeguarding/PSEA related topics, together with colleagues from World Service operations, from Country Programmes and HR.

2. Provides and ensures capacity-building measures of World Service and its field programs in handling complaints, investigations and different types of PSEA and safeguarding.

3. Organizes training material and resources on relevant channels (PSEA website, FABO platform, etc.)

4. Documents outcomes and learning from complaints handling & investigations.

Managing Relationships and Responding to Donor Requirements

1. Maintains relationships with field local complaints handling staff and relevant Working Groups

2. Works with and responds to requirements of donors, UN agencies, and Investigation Bodies on related matters in full compliance with confidentiality.

Managing and Leading the Team

1. Supervises and coaches the PSEA Officer based in the LWF Prague Office

2. Contributes to the effective management of the Q&A Team.

Special duties

As may be assigned by the supervisor.

Major Challenges

• To deal with conflicting demands ensuring key priorities and deadlines are met

• To support efficient communication within LWF World Service through close cooperation with the Regional Program Coordinators, Complaints Handling Focal Points, HR and the Country Programs.

• To effectively and efficiently work with relevant colleagues globally to ensure that the level of compliance to the LWF Staff CoC and relevant LWF World Service policies is increasing and lessons learnt are incorporated in LWF World Service systems

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