Consultant - Strengthening Distress Reporting Mechanisms, Nairobi, Kenya

## Consultant - Strengthening Distress Reporting Mechanisms, Nairobi, Kenya - Organization:IOM - International Organization for Migration 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. IOM is committed to ensuring a workplace where all employees can thrive professionally, while working towards harnessing the full potential of migration. Read more about IOM's workplace culture at IOM workplace culture | International Organization for Migration 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 This assignment falls under the Labour Mobility Division at IOM Kenya, particularly under the (BRMM) Programme. Under the overall guidance of the Chief of Mission and direct supervision of the Head of Programme and Policy Development, and coordination with the National Programme Officer, the consultant will work closely with the Ministry of Labour and Social Protection, National Employment Authority (NEA), and any other relevant stakeholders involved. 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. Required Qualifications and Experience - 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 - 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 - 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. Interested candidates should submit the following: - Technical proposal outlining approach and methodology. - CV of proposed consultant - Samples of similar work 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 illn