Jobs at International Committee of the Red Cross (ICRC)

About the Job

• The Community Contact Centre (CCC) Operator contributes to the implementation of the ICRC beneficiary feedback system by receiving calls from beneficiaries seeking information on specific projects or general ICRC operations. S/he ensures information is recorded, follow up is made and that beneficiaries are provided with appropriate and timely feedback.
• This is a national/resident position based in Nairobi, Kenya.

Duties and Responsibilities

• Manages the beneficiaries’ feedback system by receiving calls, recording call details, categorizing information, and providing feedback to beneficiaries in a timely manner.
• Ensures all exchanges with affected people (feedback, complaints, questions and responses) are fed into the Community Contact Centre (CCC) system, classified into pre-determined reference categories and is followed-up by the relevant department specialists.
• Provides beneficiaries with appropriate answers to general questions on ICRC or familiar projects/activities.
• Ensure complaints are resolved and closed within the appropriate timeframe.
• Records the details of each call in the appropriate databases / software.
• Participates in the formulation of statistics and regular Community Contact Centre reporting by flagging issues and proposing improvements.
• Performs thorough cleaning of recorded information to ensure quality of data in the system.
• Prepares and submits regular reports to the supervisor informing of the progress, observations, highlights challenges and gives recommendations.

Minimum qualifications and required competencies

• Diploma in Business Administration, Social Sciences, Community Development, or equivalent qualifications in a relevant field of study.
• Minimum of 2 years’ experience in call center environment, with knowledge of call center telephony and technology.
• Excellent planning, interpersonal and communication skills.
• Ability to work independently and/or within a team.
• Fluency in written and spoken English and Somali language.
• Experience in data management and practical knowledge of MS-Office (especially Excel).
• Possessing a strong degree of honesty and integrity, and a solid sense of ethics including the ability to appropriately handle confidential information.
• Strict adherence to reporting deadlines.

go to method of application »

• The District Health Information Software 2 (DHIS2) Expert supports projects lead within the Health Department. The incumbent is the focal point for any questions concerning technical or functional aspects. They manage different data migration processes coming from heterogenous systems to produce multiple key performance indicators. They support business in the definition and the design of data elements and propose solutions for complex integration issues.

TASKS AND RESPONSIBILITIES

• Act as technical leader on the District Health Information Software 2 platform.
• Support and advice functional team in the design of data elements.
• Ensure integration of the solution with other components of the Digital Health Product and Security constraints (Identification & Authentication mechanisms), and with the update of the health department.
• Mentor non-expert resources either from support or project team.
• Follow and promote quality standard methodologies for software engineering and platform operations.
• Practice sustainable incident response.
• Assist product owner for drafting technical requirements and complete the architecture definition.
• Ensure necessary Monitoring, Logging and Alerting is set up and integrated with Global monitoring team.
• Write complete documents for Level 2 support staff, including all necessary information on maintenance (installation, architecture, configuration, knowledge base articles and updates/changes).

MINIMUM REQUIREMENTS AND COMPETENCIES

• Master's / Bachelor's degree or equivalent in engineering or Information Systems.
• Minimum 5 years of relevant professional experience with DHIS2 (Tracker, Aggregate and Analytics).
• Experience with Linux, Docker and/or Kubernetes / Openshift.
• Experience with design and development of Web Application Programming Interface.
• Experience with PostgreSQL, Structured query language (SQL) Server or other relational databases
• Strong knowledge in SQL and Transact-SQL
• Knowledge in data integration using extract, transform and load technology (preferably Microsoft SQL Server Integration Services).
• Knowledge with Java, Python and Android development is an asset.
• Experience using problem and incident manager solutions (knowledge of Service Now is an asset).
• Experience using Azure DevOps, particularly the management of Microsoft power BI (creation, follow-up), continuous Integration/continuous deployment will be an added advantage.
• Knowledge of Odoo and/or open-source medical records system (OpenMRS) applications is an asset.
• Fluent command of both spoken and written English, fluency in French is an asset.