About this role

The Field Officer Follow-Up is the front-line of interaction with recipients after they have received their transfers. They call or visit recipients to administer follow up surveys, collecting data for the improvement of the program.

Job Description:

Field Officer Follow-Up Responsibilities include, but are not limited to the following:

1. Follow up surveys: call (and sometimes visit) recipients to administer surveys collecting data used to improve the program and uncover any problems that recipients encounter after receiving GiveDirectly payments.
2. If during the process of administering follow-up surveys any concerns are raised by recipients, log such concerns in the Salesforce system so that the concerns can be followed up by the concerned personnel to resolution.
3. Carry out checks before payments are sent to recipients to establish that everything is in order with the recipients and they are still in possession of the phone numbers with their registered mobile money accounts.
4. Participate in organizing and holding prepayment community barazas in order to re-sensitize the recipients about the GiveDirectly payments process, keeping their mobile money PINs safe, and what to do if they encounter any problems when they receive the payments.
5. From time to time, support the GiveDirectly Hotline with answering phones as recipients call in with questions or concerns, answering their questions and escalating any problems as necessary.
6. Follow-Up Field Officers will participate in these activities to varying degrees depending on the organization’s needs. Follow-Up Field Officers may rotate through these responsibilities in order to foster professional development and growth.

Desired Attributes:
The Field Officer will play a critical day-to-day role in delivering GiveDirectly’s gold-standard cash transfer product to donors and recipients. For that reason, the suitable candidate for the position will:

• Possess previous working experience in the field with preference to vulnerable communities (1-2 years minimum)
• Must be able to conduct and support recipient surveys and associated processes.
• Must possess work/language proficiency in English and Lumasaba.
• Mobile device data entry knowledge and skills.
• Able to maintain a professional, customer service oriented attitude at all times
• Excellent communication skills and the ability to represent the organization effectively to external parties.
• Patience and good judgment in resolving recipient problems
• Strong interpersonal skills with high empathy, honesty, and integrity
• Must be able to work in and within teams
• High-quality problem solving skills and work ethic
• Strong commitment to GiveDirectly’s mission and model.
• Good time-management skills

Qualifications

• Possess a Diploma in a relevant field. A degree will be an added advantage.
• Possess the ability to use computers and proficiency in Microsoft Office software

DISCLAIMER:

The above statements are intended to describe the general nature and level of the work to be performed by the Field Officer Follow Up. The statements are not intended to be an exhaustive list of all possible duties, tasks, and responsibilities. The Management reserves the right to amend and change responsibilities to meet organizational needs as may be necessary.