Instructor – Digital Customer Service Program at Generation

To Be Successful You'll Need

Motivational Fit

• Commit to and empathize with young people and disconnected populations.
• Work successfully in a fast-paced, start-up environment.
• Fulfill the expectations of the instructor role inside and outside of the Generation classroom.

Delivery Of Skills-based Training

• Follow the overarching structure and flow of a curriculum.
• Engage participants in active thinking and participation.
• Deliver instruction that is rigorous, relevant, and appropriate for adults.

Commitment to Reflection and Growth

• Be self-reflective.
• Openly receive and give feedback on his / her performance.
• Apply feedback and pursue additional learning to strengthen his / her performance.

Effective Communication

• Adapt his / her communication style to reflect and connect with the diverse experiences of participants.
• Explain complex topics in a non-technical way.

Personal Responsibility

• Always act professionally, meeting Generation’s expectations and policies, even under pressure.
• Set and attain goals, even in difficult circumstances.
• Acknowledge mistakes and learn from them.
• Work independently with limited oversight and seek assistance when needed.

Other Requirements

• Ability to travel frequently within Kenya to the counties.

What you'll do:

Delivery of Training

• Follow the overarching structure and flow of the program’s curriculum.
• Prepare for effective delivery by understanding and personalizing session plans prior to class sessions.
• Engage participants in active thinking and participation.
• Deliver instruction that is rigorous, relevant, and appropriate for adults.
• Conduct assessments and record data as outlined by the curriculum.
• Collaborate with Generations’ Quality team and commit to act on any feedback based on achieving the required quality standard of the program.

Program Management

• Support in mobilizing targeted youth using Generation-specific promotional and communications strategies which include but are not limited to:
  • Mapping areas in the community frequented by targeted youth.
  • Scheduling and conducting meetings with key stakeholders.
  • Distribution of mobilization materials to faith based, and youth serving organizations in the communities.
  • Represent Generation during events/activities held around the training location/region working with the Generation Kenya Communications office.
  • Identify and engage stakeholders who would be keen on supporting Generation’s operations at the centers such as community organizations, youth leaders, sponsorship organizations etc.
  • Represent Generation on local media when opportunities are availed, working very closely with the Generation Kenya Communications office.
• Screening candidates and preparing them to attend the training.
• Serve as the primary point of contact between Generation participants, program coordinators, and other stakeholders.
• Any other administrative duties required to ensure successful operations of the program.