Background information about the job or company (e.g., role context, company overview)

Established in 1951, IOM is the leading inter-governmental organization in the field of migration and works closely with governmental, intergovernmental and non-governmental partners. With 165 member states, a further 8 states holding observer status and offices in over 100 countries, IOM is dedicated to promoting humane and orderly migration for the bene...

Responsibilities or duties

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 or requirements (e.g., education, skills)

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

• 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

• 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

• 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