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Consultant - Strengthening NEA Distress Reporting Mechanisms BRMM Project (LM0659) at International Organization for Migration (IOM)
International Organization for Migration (IOM)
September 02, 2026
Full-time
On-site
Responsibilities
Tasks to be performed under this contract
The consultant will be responsible for:
Developing the SOPs and response channels for the feedback mechanism
Organize workshop to Upgrade or refine distress forms and hotline forms to capture key information (case type, location, urgency, referral needs etc)
Develop SOP on Feedback and Case Closure Mechanisms
Capacity Building for Hotline and Case Management Staff
Establish regular coordination channels between hotline managers and referral partners to ensure timely responses
Capacity building of the officers at KLMRC, TVETs etc on labour migration policies, procedures, Ethical recruitment and rights-based counselling
Development and Dissemination of IEC Materials
Performance indicators for the evaluation of results
Inception Report outlining the consultancy approach, work plan within 2 weeks of the contract start.
Review existing hotline and distress reporting mechanisms (forms, digital tools, workflows) with recommendations
Comprehensive Mapping Report Map current referral pathways, response actors, and service gaps
Developed Standard Operating Procedures (SOPs) for: Case intake, triage, and prioritization; Referral and escalation processes; Feedback provision to beneficiaries; Case tracking and closure mechanisms (ensuring that the SOPs are aligned with safeguarding, data protection, and ethical standards)
Organizing and facilitation of multi-stakeholder workshop to refine existing distress and hotline forms
Capacity building of the KLMRC/NEA officers on Design and deliver training for hotline operators and case management staff on: SOP implementation; Case handling and documentation; Referral coordination and follow-up; Safeguarding and ethical communication
Develop protocols for information-sharing and timely response management between hotline teams and referral partners (e.g. government agencies, service providers, NGOs)
Final Consultancy Report summarizing findings, referral pathways, key recommendations, and an implementation roadmap for strengthening enhancing hotline systems, feedback loops, and coordinated referral pathways.
Qualifications
Required Qualifications and Experience
Education
Advanced degree in migration, development, social sciences, or related field.
Proven experience in migration programming, hotline systems, or case management/referral mechanisms.
Demonstrated expertise in SOP development and capacity building.
Strong understanding of safeguarding, data protection, and ethical service delivery.
Experience in Kenya or the East and Horn of Africa region is highly desirable.
Fluency in English and Swahili
Experience
Strong management capability and experience
Proven ability to establish and maintain strong working relations with relevant Government counterparts, international organizations, and private sector entities
Excellent communication and negotiation skills.
Excellent report writing skills
Excellent computer skills
Skills
Strong management capability and experience
Proven ability to establish and maintain strong working relations with relevant Government counterparts, international organizations, and private sector entities
Excellent communication and negotiation skills.
Excellent report writing skills
Excellent computer skills
Tasks to be performed under this contract
The consultant will be responsible for:
Developing the SOPs and response channels for the feedback mechanism
Organize workshop to Upgrade or refine distress forms and hotline forms to capture key information (case type, location, urgency, referral needs etc)
Develop SOP on Feedback and Case Closure Mechanisms
Capacity Building for Hotline and Case Management Staff
Establish regular coordination channels between hotline managers and referral partners to ensure timely responses
Capacity building of the officers at KLMRC, TVETs etc on labour migration policies, procedures, Ethical recruitment and rights-based counselling
Development and Dissemination of IEC Materials
Performance indicators for the evaluation of results
Inception Report outlining the consultancy approach, work plan within 2 weeks of the contract start.
Review existing hotline and distress reporting mechanisms (forms, digital tools, workflows) with recommendations
Comprehensive Mapping Report Map current referral pathways, response actors, and service gaps
Developed Standard Operating Procedures (SOPs) for: Case intake, triage, and prioritization; Referral and escalation processes; Feedback provision to beneficiaries; Case tracking and closure mechanisms (ensuring that the SOPs are aligned with safeguarding, data protection, and ethical standards)
Organizing and facilitation of multi-stakeholder workshop to refine existing distress and hotline forms
Capacity building of the KLMRC/NEA officers on Design and deliver training for hotline operators and case management staff on: SOP implementation; Case handling and documentation; Referral coordination and follow-up; Safeguarding and ethical communication
Develop protocols for information-sharing and timely response management between hotline teams and referral partners (e.g. government agencies, service providers, NGOs)
Final Consultancy Report summarizing findings, referral pathways, key recommendations, and an implementation roadmap for strengthening enhancing hotline systems, feedback loops, and coordinated referral pathways.
Qualifications
Required Qualifications and Experience
Education
Advanced degree in migration, development, social sciences, or related field.
Proven experience in migration programming, hotline systems, or case management/referral mechanisms.
Demonstrated expertise in SOP development and capacity building.
Strong understanding of safeguarding, data protection, and ethical service delivery.
Experience in Kenya or the East and Horn of Africa region is highly desirable.
Fluency in English and Swahili
Experience
Strong management capability and experience
Proven ability to establish and maintain strong working relations with relevant Government counterparts, international organizations, and private sector entities
Excellent communication and negotiation skills.
Excellent report writing skills
Excellent computer skills
Skills
Strong management capability and experience
Proven ability to establish and maintain strong working relations with relevant Government counterparts, international organizations, and private sector entities
Excellent communication and negotiation skills.
Excellent report writing skills
Excellent computer skills