Complaints Management Officer I

Complaints Management Officer I

Independent Policing Oversight Authority (Ipoa)

Complaints Management Officer I

Details of the offer

The position is responsible to the Head of Complaints Management through
the Senior Complaints Management Officer
Job Specifications

For appointment to this position, an officer must have: -

• Served for a minimum period of three (3) years in the grade of

Complaints Management Officer II;

• Bachelor’s degree in any of the following disciplines: - Law, Criminology,

Dispute Resolution, Psychology or equivalent qualifications from a

recognized institution; and

• Certificate in computer application skills

Required Behavioural Skills

• Candidates must be a person of integrity, demonstrate excellent

interpersonal skills and be a team player;

• Demonstrated high ethical standards;

• Be an effective communicator with excellent negotiations skills;

• Excellent knowledge of relevant computer software and applications.


i. Receiving complaints against and by the Police and making necessary records of the same;
ii. Screening and processing of all complainants;

iii. Attending to and advising complainants on ways to resolve the


iv. Assessing complaints to ensure documents in support of each complaint

are submitted to the Authority;

v. Coordinating and supporting the Case in take committee to determine

the admissibility of complaints received;

vi. Implementing systems and processes for efficient processing and

management of complaints against the police;

vii. Monitoring and updating complainants on the status of their complaints

especially the ones referred to IAU for further action;

viii. Conducting preliminary inquiries on complaints received and

contacting police stations and other relevant agencies with the aim of

obtaining information and requisite documentation;

ix. Analysing and referring complaints to relevant agencies;

x. Assisting in the promotion of proactive resolution of complaints against

the police through ADR;


xi. Receiving, uploading and up-dating data into the Complaints

Investigations Management System (CIMS) and other records;

xii. Ensuring all correspondence and records are up to date and filed

accurately in respective files;

xiii. Responding to inquiries by complainants and providing appropriate


xiv. Assisting in preparation of various department reports as and when


xv. Any other duty that may be assigned from time to time by the Authority;

Job Requirements
Required education
: Bachelor's degree

Required relevant work experience
: 2 years

Required languages:
English (Spoken: fluent | Written: fluent)
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