[Hiring] Complaints and PSEA Advisor @The Lutheran World Federation

Role Description

The 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.

• Provides operational and technical support in:
  • Complaint intake and case management
  • Investigations
  • CRM monitoring and reporting
  • PSEA
  • Capacity strengthening
  • Digital and knowledge management
• Requires a high level of confidentiality, sound judgment, and the ability to work independently while knowing when to escalate matters to the Global Coordinator.
• Works closely with CRM and PSEA Focal Points in LWF Country Programs to support consistent implementation of LWF policies, systems, and requirements.
• Collaborates with relevant Geneva-based functions when 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.

Requirements

• 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.

Company Description

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. Our work is people-centered and community-based, focusing on the most vulnerable individuals.

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.