Consultant - Strengthening Distress Reporting Mechanisms

Introduction

Established in 1951, IOM is a Related Organization of the United Nations, and as the leading UN agency in the field of migration, works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.

 

Project Context and Scope

The Better Regional Migration Management (BRMM) programme, funded by the Foreign, Commonwealth and Development Office (FCDO) of the Government of the United Kingdom, Better Regional Migration Management (BRMM) Programme, aims to advance safe, orderly, and regular labour migration across the East and Horn of Africa (EHoA). It seeks to do so by strengthening skills-to-employment systems, promoting fair and ethical recruitment in line with international labour standards, and enhancing the protection of migrant workers throughout the migration cycle. 

Youth in Kenya continue to seek migration opportunities amid limited access to reliable, timely, and verified information on safe and regular pathways. Existing support points—such as hotlines, migrant resource centers, and digital platforms—are underutilized or constrained by fragmented referral systems, weak feedback mechanisms, and inconsistent case management procedures.

To address these gaps, this consultancy will strengthen the availability and quality of migration information and services at points where young people already seek support, by enhancing hotline systems, feedback loops, and coordinated referral pathways. 

The consultancy will support the strengthening access to safe and regular migration pathways for vulnerable youth by improving the effectiveness, responsiveness, and coordination of hotline, feedback, and referral systems. 

Organizational Department / Unit to which the Consultant is contributing

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 

1. Inception Report outlining the consultancy approach, work plan within 2 weeks of the contract start.
2. Review existing hotline and distress reporting mechanisms (forms, digital tools, workflows) with recommendations
3. Comprehensive Mapping Report Map current referral pathways, response actors, and service gaps
4. 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)
5. Organizing and facilitation of multi-stakeholder workshop to refine existing distress and hotline forms
6. 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
7. Develop protocols for information-sharing and timely response management between hotline teams and referral partners (e.g. government agencies, service providers, NGOs)
8. Final Consultancy Report summarizing findings, referral pathways, key recommendations, and an implementation roadmap for strengthening enhancing hotline systems, feedback loops, and coordinated referral pathways.
    

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
   

Required Competencies

IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process.

Values - all IOM staff members must abide by and demonstrate these five values:

• Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
• Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

• Core Competencies – behavioural indicators
• Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate.
• Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.
• Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

Application Process

Interested candidates should submit the following:

• Technical proposal outlining approach and methodology. 
• Financial proposal. 
• CV of proposed consultant
• Samples of similar work

Notes

IOM covers Consultants against occupational accidents and illnesses under the Compensation Plan (CP), free of charge, for the duration of the consultancy. IOM does not provide evacuation or medical insurance for reasons related to non-occupational accidents and illnesses. Consultants are responsible for their own medical insurance for non-occupational accident or illness and will be required to provide written proof of such coverage before commencing work. 

Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.

Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, security clearances.

IOM has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities.

IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.

IOM only accepts duly completed applications submitted through the IOM e-Recruitment system (for internal candidates link here). The online tool also allows candidates to track the status of their application.

No late applications will be accepted. Only shortlisted candidates will be contacted.

For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies