Job Title:   Community Service Assistant – Promoter Engagement Call Desk (Several Fresher A’ Level Jobs)

Organisation: Evidence Action

Duty Station: Jinja, Uganda

About Organisation:

Evidence Action scales proven development solutions to benefit millions of people around the world. We fill the gap between knowing ‘what works’ and having impact at scale. We implement cost-effective interventions whose efficacy is backed by substantial rigorous evidence.

Job Summary: Community Service Assistant – Call Desk position is primarily an office based position which plays an important role as an interface between Safe Water Now with local community leaders and elected promoters in delivering Safe Water Now interventions (Dispenser/In Line Chlorination) to the rural communities.

Reports to: Lead Officer, Program Implementation (Promoter Engagement)

Direct Reports: None

Key Duties and Responsibilities:

• Make calls and send SMS messages to the community elected promoters to collate information about dispenser/ILC device maintenance issues, chlorine refilling, and community issues regarding the dispenser/ILC device use and water treatment
• Make calls to secure field teams appointments for community meetings/trainings, community leaders meetings and/or field visits
• Maintaining a database of promoter contacts, promoter calls feedback and issues raised
• Ensuring that all calls and issues are logged on the issue tracker
• Maintaining a well-organized hard data and folders of promoter scripts, contacts etc
• Conduct community sensitization/re-education meeting as and when called for by your supervisors
• Share weekly reports with supervisor
• Timely reporting of any challenge with the toll-free lines
• Participate in program related activities as and when called upon by your supervisor
• Any other activity assigned by the supervisor

Key Performance Indicators:

• Call volume handled per day ≥ 60 calls and ≥ 300 calls per week
• 1st week of the 1st month of the quarter per day ≥ (30 calls and 400 SMS) ≥/per week (150 calls and 2000 SMS)
• 2nd week of the 1st month of the quarter per day ≥ (40 calls and 200 SMS) ≥/per week (200 calls and 1000 SMS)
• 1st week of the 3rd month of the quarter per day ≥ (30 calls and 400 SMS) ≥/per week (150 calls and 2000 SMS)
• 2nd week of the 3rd month of the quarter per day ≥ (40 calls and 200 SMS) ≥/per week (200 calls and 1000 SMS)
• Average Handle Time (AHT), i.e. Time spent on each call, including hold and wrap-up between 3–5 minutes
• First Call Resolution (FCR) , i.e. Percentage of Promoter issues resolved in the first interaction ≥ 80%
• Quality Assurance Score Evaluated using adoption monitoring for tone, accuracy, empathy, and process ≥ 90%
• Adherence to Schedule Time spent working during scheduled hours≥ 95%
• After-Call Work Time (ACW) Time spent finalizing case notes or follow-ups (Backchecks) after each call ≤ 2 minutes per call
• Attendance and Punctuality Presence and timeliness throughout the review period ≥ 98% attendance with minimal tardiness

Qualifications, Skills and Experience:

• A minimum education qualification of a UACE certificate
• At least 1-2 years’ experience working with communities, social enterprises and/or NGOs
• Certificate in office management, communication, community work, project management or equivalent is an added advantage
• Certificate in computer skills in MS office suite is an added advantage
• Good language skills (both spoken and written) in English and other local languages (including Lugisu/Japadhola/Lusamia/Ateso/Swahili/Lunyole/Lugwere/Lulamogi/Lusoga/Luganda)

Required Competencies and Attributes:

• Excellent communication skills and telephone mannerism
• Good computer skills, data entry and management skills
• High level discipline and good character while engaging with promoters and other community leaders, program teams and managers
• Good presentation skills, basic office etiquette, office housekeeping, and punctuality
• Community service attitude
• High level of integrity and stewardship
• Team work. Embraces team work and aspires and supports the ideals of working in a team work environment as a team champion
• Passion to work in a rural community setting
• Self-driven and highly motivated to deliver results within tight deadlines
• Proactive and ambitious to support innovation and change in a dynamic working environment
• Positive attitude to work and to develop in a fast paced work environment