How to apply for Complaints and PSEA Advisor

About Lutheran World Federation

LWF World Service is the humanitarian and development arm of the Lutheran World Federation, a faith-based organization operating in over 20 countries with a strong reputation for timely, compassionate, and professional humanitarian work in hard-to-reach areas. Its people-centered, community-based approach and commitment to human rights make it a unique place for those seeking to combine faith values with principled humanitarian action.

About the role

The Complaints and PSEA Advisor supports the Global Coordinator PMER, Complaints and Safeguarding in strengthening complaints handling and Protection from Sexual Exploitation and Abuse (PSEA) systems across LWF World Service. This remote role involves operational and technical support in complaint intake, case management, and capacity building to ensure safe, confidential, and survivor-centered mechanisms. It is impactful because it directly contributes to safeguarding the rights and dignity of vulnerable communities.

A typical day

A typical day might involve reviewing and triaging incoming complaints from field locations, providing guidance to country teams on case management, and developing training materials for PSEA focal points. You might also participate in virtual meetings with the Global Coordinator and other stakeholders to update policies or address emerging issues, all while ensuring strict confidentiality and timely follow-up. The role is highly collaborative and requires balancing multiple priorities in a remote setting.

Who Lutheran World Federation is looking for

• At least 3-5 years of experience in complaints handling, PSEA, safeguarding, or accountability to affected populations in humanitarian or development contexts.
• Demonstrated knowledge of survivor-centered approaches, case management, and international standards (e.g., IASC, CHS, UN protocols).
• Strong training and capacity-building skills to support field teams remotely and in-person.
• Excellent written and verbal communication in English; proficiency in another language (e.g., French, Spanish, Arabic) is an asset.
• Ability to work independently in a remote, multicultural environment and manage sensitive information with utmost confidentiality.

Tips for this application

• Highlight specific experience with complaint intake and case management systems, including any tools or databases you have used (e.g., case management software, hotlines).
• Demonstrate familiarity with LWF's faith-based and human rights-based approach; mention how your values align with their mission.
• Provide concrete examples of how you have strengthened PSEA systems in previous roles, including training conducted and policies developed.
• Emphasize your ability to work remotely and collaborate across time zones, ideally noting your location in South Africa or a similar time zone.
• Tailor your CV to include keywords from the job description such as 'survivor-centered,' 'confidentiality,' 'PSEA,' and 'complaints handling' to pass initial screenings.

What to cover in your cover letter

In your cover letter, focus on: 1) Your hands-on experience in managing complaints and PSEA cases, including challenges and outcomes. 2) Your understanding of LWF's humanitarian mandate and how you can contribute to strengthening their safeguarding systems. 3) Your ability to provide remote technical support and training to diverse field teams. 4) Your commitment to confidentiality and survivor-centered principles, with examples of how you have applied these in practice.

Research before applying

• Learn about LWF World Service's presence in specific countries and their ongoing humanitarian programs to understand the context of complaints and PSEA work.
• Review LWF's public safeguarding policies, codes of conduct, and any available reports on their accountability mechanisms.
• Understand the Lutheran identity and how it shapes LWF's approach to humanitarian work, including their commitment to human rights and justice.
• Research recent humanitarian crises where LWF is active, as these contexts may be relevant to the complaints and PSEA challenges you would address.

Likely interview topics

Based on the job description, expect questions about:

• How would you handle a complex complaint involving multiple stakeholders and ensure survivor-centeredness?
• Describe your experience in developing and delivering PSEA training to field staff with varying levels of literacy and cultural backgrounds.
• What steps would you take to ensure confidentiality and data protection in a remote complaints mechanism?
• How do you stay updated on international standards and best practices in PSEA and complaints handling?
• Give an example of a time you had to balance organizational policies with the needs of a complainant. How did you navigate that?

Common mistakes to avoid

• Avoid generic statements about commitment to humanitarian principles without concrete examples of how you have applied them in complaints or PSEA work.
• Do not overlook the faith-based nature of the organization; failing to acknowledge or respect its values could be a red flag.
• Avoid downplaying the importance of confidentiality and survivor-centered approaches; these are critical to the role and must be evident in your application.