COMPLAINTS AND PSEA ADVISOR
Location: Home-based; ideally South Africa or another location in a similar time zone
Duration: 1 year, with possibility of extension
Supervisor: Global Coordinator PMER, Complaints and Safeguarding
Start Date: As soon as possible
ABOUT 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.
PURPOSE OF THE POSITION
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.
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
• Fluency in English is required.
• French and/or Spanish is an asset.
LWF CORE SKILLS
• Achieving Results – Advanced
• Accountability – Resourced
• Working Effectively with Others – Advanced
• Analytical Thinking – Advanced
• Initiative – Advanced
• Leadership – Resourced
LWF has three skill levels: Basic, Advanced, and Resourced.
LWF FUNCTIONAL SKILLS
• Attention to Detail – Advanced
• Capacity Building / Training – Advanced
• Confidentiality Management – Advanced
• Analytical Thinking – Resourced
• Information Management – Advanced
CODE OF CONDUCT AND ORGANISATIONAL VALUES
The LWF and LWF workers must adhere to the values and principles outlined in the Code of Conduct, as well as the Core Humanitarian Standard and relevant LWF policies such as Protection from Sexual Abuse, Exploitation and Harassment (PSEAH), Child Protection, and Gender Justice Policy.
The staff member must conduct themselves both professionally and personally in such a manner as to bring credit to the LWF and not jeopardize its humanitarian mission.
MAIN DUTIES
Complaints Handling and Investigations
• Support the day-to-day management of the LWF Complaint mailbox, including acknowledgment, initial assessment, referral, intake analysis, registration, and follow-up of complaints.
• Review and analyse complaints and recommend appropriate handling or escalation in line with LWF policies and procedures.
• Maintain accurate and confidential case information in the complaints database and support CRM Focal Points with complaint handling and documentation.
• Conduct or support investigations when assigned, including planning, interviews, evidence review, and preparation of investigation reports.
• Act as the designated backup for the LWF Complaint mailbox during the absence of the Global Coordinator and ensure continuity of complaint handling.
CRM Monitoring, Systems and Implementation
• Support the monitoring of CRM implementation across Country Programs and follow up on identified gaps with CRM Focal Points.
• Coordinate the quarterly CRM reporting process, review the quality and completeness of submissions, and follow up where information is missing or incomplete.
• Support the review and improvement of the CRM quarterly reporting tool and process.
• Support the rollout and consistent use of ActivityInfo for complaint recording and monitor the quality and completeness of information recorded by Country Programs.
• Review CRM information and complaint data to identify recurring gaps, trends, and areas requiring additional support.
PSEA
• Support the Global Coordinator with the review, update, and rollout of the LWF World Service PSEA Policy.
• Provide technical support to PSEA and CRM Focal Points on the implementation of PSEA requirements at Country Program level.
• Support and follow up PSEA self-assessments and UN PSEA assessments, including review of evidence, identification of gaps, and follow-up of agreed actions.
• Develop and deliver PSEA induction, training, and refresher sessions and support focal points in strengthening staff awareness.
• Identify recurring PSEA gaps and bring significant or systemic issues to the attention of the Global Coordinator.
Capacity Strengthening and Technical Support
• Support the induction and onboarding of new CRM Focal Points and provide ongoing coaching and technical support to CRM and PSEA Focal Points.
• Develop and deliver practical training and refresher sessions on complaint handling and CRM based on identified needs.
• Support focal points in strengthening complaint mechanisms and related processes.
• Facilitate learning and exchange between focal points when useful.
Digital Systems and Knowledge Management
• Review and organize existing CRM, complaints, investigation, and PSEA resources, helping to reduce duplication, archive outdated materials, and simplify the resources available to Country Programs.
• Support 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 complaints and PSEA.
• Support the effective use of ActivityInfo, SharePoint, and other relevant digital systems.
• Work 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.
Closing date: 11 Oct 2026