GiveDirectly is a nonprofit organization that allows donors to send money directly to the world’s poorest. We believe people living in poverty deserve the dignity to choose for themselves how best to improve their lives, and cash enables that choice.
Role Overview
In this role, you will be the primary point of contact for GiveDirectly recipients. You will handle inbound calls, conduct surveys, and ensure that recipient data is accurately recorded to maintain the integrity of cash transfer programs.
Key Responsibilities
Recipient Engagement
Receive and respond to inbound calls, addressing inquiries, concerns, and complaints with empathy and professionalism.
Conduct phone surveys to verify receipt of transfers and assess recipient satisfaction.
Inform recipients of project objectives, conditions, and expectations transparently.
Follow standardized communication scripts and protocols to ensure message consistency.
Escalate complex cases involving safety, fraud, or urgent needs to supervisors.
Support other platforms like SMS or outbound calling for comprehensive support.
Data Collection and Quality Assurance
Record recipient interactions accurately using tools like Commcare and Salesforce.
Adhere strictly to survey scripts to maintain data comparability.
Flag unclear or suspicious responses for further review by the Quality Assurance (QA) team.
Support quality monitoring through live call audits and feedback sessions.
Uphold ethical standards and confidentiality in handling sensitive recipient data.
Program Support and Process Improvement
Provide frontline insights and feedback to support program implementation.
Identify recurring issues or communication gaps and escalate them for resolution.
Collaborate with team leads and QA staff to improve workflows and escalation procedures.
Participate in pilot testing of new tools or program changes.
Maintain operational flexibility during high-volume periods or special campaigns.
Monitor personal performance against set KPIs.
Content Generation
Share insights from recipient interactions to inform the development of FAQs and communication materials.
Support translation and localization efforts to ensure culturally appropriate phrasing.
Required Qualifications
Degree or Diploma in Public Health, Nursing, Clinical Services, Community Health, or a related field.
Proficiency in the Dholuo language is a MUST.
Proficiency in English and Kiswahili.
Strong ethics and commitment to integrity in handling sensitive data.
Excellent interpersonal and communication skills.
High attention to detail and ability to follow complex instructions.
Comfortable working in rural, remote, or challenging environments.
Tech-savvy and proficient in using smartphones or tablets for data collection.
At least 2 years of practical experience in community health or medical setups (Added Advantage).
Experience conducting monitoring or survey-based phone interviews (Added Advantage).
Interested and qualified candidates should apply online via the GiveDirectly recruitment portal at Greenhouse by clicking this link: https://www.myjobmag.co.ke/apply-now/1199593. This will redirect you to the official application board.
