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About the Organisation
Several Community Service Assistant – Promoter Engagement Call Desk jobs at Evidence Action | Apply Now
Jinja, Uganda
Evidence Action is a global health nonprofit dedicated to scaling evidence-based, cost-effective programs that alleviate poverty's burden. Since its establishment in 2013, the organization has expanded its reach, positively impacting over 530 million people across Africa and Asia. Recognized for its rigorous data-driven approach, Evidence Action has earned accolades from leading evaluators, including a four-star rating from Charity Navigator.
The organization fosters a dynamic work culture that emphasizes professional growth and a shared commitment to its mission, offering diverse job opportunities with competitive arrangements. Its innovative business model focuses on delivering high-impact health interventions at scale, such as Deworm the World and Safe Water Now, ensuring measurable improvements in global well-being.
Guided by core values of evidence-first decision-making, cost-effectiveness, and scalability, Evidence Action actively engages in corporate social responsibility initiatives aimed at sustainable development. For more information, visit their official website at www.evidenceaction.org
Are you looking for NGO jobs in Uganda 2025 today? then you might be interested in Several Community Service Assistant – Promoter Engagement Call Desk jobs at Evidence Action
Full Time
Deadline:
6 Jul 2025
Job Title
Several Community Service Assistant – Promoter Engagement Call Desk jobs at Evidence Action
Evidence Action
Job Description
Job Title: Community Service Assistant – Promoter Engagement Call Desk (Several Fresher A’ Level Jobs)
Organisation: Evidence Action
Duty Station: Jinja, Uganda
Reports to: Lead Officer, Program Implementation (Promoter Engagement)
Direct Reports: None
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.
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
All suitably qualified and interested candidates should apply online at the APPLY Button below.
Deadline: 6th July 2025
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How to Apply
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
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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
