University of Nairobi Administrators from various units and extra mural centres have been sensitized on ways of handling complaints and various mechanisms of resolving them.
Speaking during the sensitization exercise, Prof. Isaac Mbeche, the Deputy Vice-Chancellor, Student Affairs, who represented the Vice-Chancellor, Prof. Peter Mbithi urged the Administrators to serve students according to the University’s Service Charter.
He assured the Administrators of the University Management’s support as they rise in their careers. The University supports its staff via training programs to help them increase their skills set. The training of Administrators on complaints resolution comes on the backdrop of Performance Contract Indicator on complaints resolution. It is a target by the Commission of Administrative Justice, CAJ popularly known as the Office of the Ombudsman, that require that all complaints addressed to the Ministries, Departments and Agencies of Governments be resolved.
Following the promulgation of the Constitution of Kenya in 2010, the people of Kenya are entitled to excellent service by the supreme law.
The Administrators were enlightened on their roles in handling complaints which include: resolving and addressing complaints, maintaining records of resolved complaints, taking criticism positively among other methods.
On his part, Dr. Dismas Bulinda, the Registrar, Administration urged Administrators to work on their careers to enable them advance and get promotions. He enumerated a number of activities that is expected of the Administrators like: keeping the academic timetable, liaising with Students Welfare Authority and Information Communication Technology to ensure connectivity to the extra mural centres, coordination of students registration, examinations, organizing graduations, doing public relations related duties to maintain the good image of the University, taking care of the University assets and properties among other duties.
Other benefits that Administrators could enjoy as being members of the University community include: medical care, education scholarships for them and their children, pension scheme, security, transport and the Sacco.
Continuous training and sensitization of staff is part of the University of Nairobi mandate to ensure excellent customer service to its clients and stakeholders.
Also present during the complaints resolution training exercise were : Mr. David Njuguna Bernard, Registrar, Planning and staff from the Legal Office.