Services Affairs Specialist Officer

Position Title: Services Affairs Specialist Officer
Department: Services Affairs Specialist
Reports To: Head of Department
Duty Station: Mogadishu & Hargeisa
Background
The Horn of Africa Policy Research Institute, reportedly founded in 2007, can be described as
a policy research organization focused on studying political, economic, security, and social
issues affecting the Horn of Africa. Its work aims to provide research, policy analysis, and
practical recommendations to support informed decision-making, regional cooperation, peace,
and sustainable development.
Duties and Responsibilities
The Services Affairs Specialist is responsible for coordinating, facilitating, and improving
public services, ensuring that services are accessible, efficient, transparent, and responsive to
public needs.
Key duties and responsibilities include:
1. Provide information, guidance, and assistance regarding government services,
procedures, requirements, and applications.
2. Receive, register, assess, and respond to inquiries, complaints, suggestions, and
service-related concerns.
3. Track requests and complaints, coordinate with relevant departments, and ensure
timely resolution.
4. Maintain professional communication and government institutions to promote trust
and cooperation.
5. Liaise with relevant government departments and agencies to facilitate access to
public services and resolve administrative issues.
6. Maintain accurate records of requests, complaints, feedback, and service outcomes
while protecting confidential information.
7. Inform about available public services, eligibility criteria, application procedures, and
relevant policies.
8. Monitor the quality, accessibility, and timeliness of services and recommend
improvements.
9. Prepare regular reports on service delivery, feedback, complaints, challenges, and
achievements.

10. Ensure that services are delivered in accordance with applicable laws, regulations,
institutional policies, and administrative procedures.
11. Work with community representatives, civil society organizations, and other
stakeholders to identify citizens’ needs and improve service delivery.
12. Identify service gaps and recommend practical measures to enhance efficiency,
accountability, transparency, and citizen satisfaction.

Qualifications and Education
The ideal candidate should possess the following qualifications:
 A bachelor’s degree in Public Administration, Public Management, Political Science,
Governance, Business Administration, Social Sciences, Law, or a related field.
 A master’s degree in Public Administration, Governance, or a related discipline is an
added advantage.
 Knowledge of public service delivery systems, administrative procedures, and
engagement principles.
 Understanding of good governance, transparency, accountability, and public sector
ethics.
 Strong written and verbal communication skills.
 Good organizational, analytical, and problem-solving abilities.
 Proficiency in Microsoft Office applications, email, data entry, and digital recordmanagement systems.
 Ability to prepare reports, maintain accurate records, and handle confidential
information.
 Fluency in Arabic, English and Somali with the relevant local languages if any;
additional languages are an advantage.
 Strong interpersonal skills and the ability to work effectively with people from diverse
backgrounds.
Work Experience
The candidate should ideally have:
 At least 3–5 years of professional experience in services, public administration,
community engagement, complaints management, or a related field.
 Previous experience working with government institutions, public service offices,
municipalities, or public sector agencies is an advantage.
 Demonstrated experience handling public inquiries, complaints, service requests, and
follow-up activities.
 Experience coordinating with departments, institutions, and other stakeholders to
resolve service delivery issues.

 Experience maintaining databases, preparing reports, documenting cases, and
monitoring service outcomes.
 Proven ability to communicate professionally, explain administrative procedures, and
manage sensitive concerns.
 Experience identifying service delivery challenges and recommending practical
solutions.
 Experience using electronic databases, relationship management systems, complainttracking tools, or other administrative software is an advantage.
Core Competencies
The Services Affairs Specialist should demonstrate the following competencies:
 Public-centered service orientation.
 Integrity, professionalism, and accountability.
 Effective communication and active listening.
 Conflict resolution and complaint handling.
 Attention to detail and accurate recordkeeping.
 Planning, organization, and time management.
 Teamwork and interdepartmental coordination.
 Confidentiality and respect for citizens’ rights.
 Cultural sensitivity and impartiality.
 Ability to work under pressure and meet deadlines.

Application Requirements
 Interested candidates should submit an updated curriculum vitae (CV), a cover letter,
copies of relevant academic certificates, and contact details for professional referees, in
accordance with the institution's recruitment procedures.
Application Submission and Deadline
All completed application documents and required supporting materials must be submitted via
email to **[email protected]**, using “Services Affairs Specialist” as the email
subject line.
Submission Deadline: 05 November 2026, at 12:00 AM (midnight).

Applicants are strongly encouraged to submit their applications before the deadline. Any
applications or supporting documents received after the specified date and time will not
be accepted. Applicants are responsible for ensuring that their submissions are complete and
received on time