Fresh Jobs at Pula

About the Role & Project

• The Project Assistant  will report directly to the National Project Coordinator and support the coordination and implementation of the Human–Wildlife Conflict Management System across assigned conservation regions and counties. Operating from the National Command Centre, the Project Assistant will oversee operations within their designated portfolio of regions, tracking field activities, supporting verification workflows, maintaining project records, and facilitating communication among regional, county, and field teams.

Key Responsibilities

Strategic Field Operations & Regional Coordination

• Support coordination of field operations across assigned Wildlife Conservation Regions and counties.
• Support Regional  Officers in coordinating day-to-day field activities, verification, and case administration.
• Maintain communication and follow-up between field teams, the National Command Centre, KWS, and the State Department for Wildlife.
• Support implementation and compliance with approved SOPs, SLAs, and quality standards across county and ward structures.

Field Verification & Claims Process Oversight

• Assist the National Project Coordinator in tracking and coordinating field teams conducting incident verification.
• Follow up on timely site visits and compliance with digital data collection requirements, including geo-tagged photographs, GPS mapping, witness statements, and verification forms.
• Support in Tracking  submission and completeness of required supporting documentation, including police abstracts, medical reports, post-mortem reports, and ownership documentation.
• Flag incomplete, duplicate, or inconsistent claims and escalate them directly to the National Project Coordinator for review.

Sensitive Incident Management & Escalation

• Support the National Project Coordinator in tracking and escalating sensitive and high-priority cases, including human fatalities, serious injuries, livestock losses, and major crop damage.
• Maintain accurate and confidential records for sensitive incidents to support the National Project Coordinator's reporting and decision-making.
• Support coordination with KWS Wardens, National Police Service, medical personnel, local administration, and other relevant stakeholders.
• Ensure all priority cases are promptly brought to the immediate attention of the National Project Coordinator for direction.

Field Logistics, Inventory & Equipment Oversight

• Support the National Project Coordinator in coordinating field deployments and operational logistics across assigned counties.
• Track allocation and utilization of motorcycles, smartphones, airtime/data bundles, fuel, protective gear, and other field resources.
• Maintain updated equipment and deployment records and follow up on maintenance and repair requirements.
• Liaise with the Logistics and Inventory Unit on behalf of the National Project Coordinator to address field resource gaps and minimize operational disruptions.

Manpower & Performance Management

• Support the National Project Coordinator in the onboarding, deployment, and coordination of field personnel at national, regional, county, and ward levels.
• Maintain updated records of field personnel, assignments, and deployment status.
• Track field activities, KPIs, turnaround times, and outstanding operational tasks, reporting progress directly to the National Project Coordinator.
• Identify training and capacity-building needs and support coordination of field coaching and user acceptance testing for digital applications.

Stakeholder & Community Governance Liaison

• Assist the National Project Coordinator in coordinating and communicating with KWS, State Department for Wildlife, county governments, local administration, conservation partners, and other relevant stakeholders.
• Support national and regional stakeholder meetings, workshops, and community engagement activities on behalf of the National Project Coordinator.
• Document operational complaints, queries, appeals, and feedback, ensuring appropriate escalation to the National Project Coordinator.
• Support public awareness and community engagement activities aimed at improving reporting and understanding of HWCMS processes.

Call Centre Oversight

• Oversee call centre operations to ensure prompt logging, triage, and response to human-wildlife conflict incidents.
• Monitor call quality, service level agreements (SLAs), and issue resolution workflows.

Required Qualifications & Experience

• Education: Bachelor’s degree in Project Management, Natural Resource Management, Conservation Studies, Public Administration, Business Administration, Development Studies, or a related field.
• Professional Experience: Minimum of 1–3 years of relevant experience supporting field-based operations, project coordination, administrative workflows, or community-based initiatives.
• Experience supporting multi-county field operations or geographically dispersed teams is an added advantage.
• Experience working with Government Ministries, KWS, county governments, local administration, conservation NGOs, or development organizations is desirable.
• Experience in procurement, logistics, or supply management is an added advantage.
• Technical Proficiency: Familiarity with mobile digital data collection tools, GPS/GIS mapping, offline-first mobile applications, and case management systems is desirable.

Key Competencies

• Operations Coordination: Strong organizational, coordination, follow-up, and task-management skills.
• Data & Documentation: Strong attention to detail and ability to maintain accurate records and operational reports.
• Stakeholder & Community Management: Good interpersonal and communication skills for working with government officers, field teams, and communities.
• Problem-Solving & Escalation Handling: Ability to identify operational challenges, follow up on issues, and escalate matters appropriately.
• Logistical & Resource Support: Ability to track field assets, equipment, deployments, and operational resources.
• Teamwork & Professionalism: Ability to work effectively in a multi-agency environment, maintain confidentiality, meet deadlines, and operate in remote field settings.

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About the Role & Project

• As a Call Centre Agent for the Human-Wildlife Conflict Management System (HWCMS), operating within the National Command Centre, you will play a crucial role in managing all communication traffic related to the nationwide Human-Wildlife Conflict (HWC) Compensation Scheme. You will serve as the primary operational intake link between affected citizens, field officers, local administration, and scheme managers.
• In this role, you will transition between compassionate citizen engagement, real-time First Notification of Loss (FNOL) data entry, rigorous data quality control, and frontline support desk operations. We are looking for a highly motivated, empathetic, and data-driven individual with exceptional communication and documentation skills, capable of ensuring high data integrity while handling sensitive, fast-paced incident reports.

Key Responsibilities

• Incident Intake & Case Registration (FNOL): Receive and accurately log inbound incident reports via the 24/7 toll-free hotline from citizens, Chiefs, Assistant Chiefs, Ward Officers, and field teams across all 47 counties, working on a rostered shift basis to maintain 24/7 coverage. Capture complete, structured datasets (claimant consent, particulars, conflict category, GPS/location descriptors, next-of-kin, and payment details) into the HWCMS/KWiCARE platform, generating unique Case IDs and security PINs/OTPs.
• Data Quality Checks & SOP Adherence: Conduct rigorous real-time data quality checks following established Standard Operating Procedures (SOPs) during intake to ensure data completeness, accurate metadata tagging, and zero errors in critical fields.
• Support Desk & Field Assistance: Provide continuous support desk services to claimants and field personnel (KWS Officers, Verification Officers), facilitating direct, clear, and constructive communication to resolve field operational or reporting challenges.
• Sensitive Case Escalation & Crisis Response: Execute immediate escalation in line with approved protocols for urgent and sensitive claims involving human death or severe bodily injury, triggering instant alerts to the Project Assistant, County Liaison Officers, Regional Officers, and KWS emergency response units while applying trauma-informed communication.
• Claim Tracking & Query Management: Utilize the central digital dashboard to provide real-time updates on claim status, guide callers on eligibility requirements and necessary documentation (police abstracts, P3 forms, medical records), and log complaints, feedback, or appeal queries.
• Issue Identification & Daily Reporting: Leverage call data and project knowledge to identify trends, operational bottlenecks, or recurring data quality gaps. Keep management informed through structured daily, weekly, and ad-hoc updates, and propose practical solutions to field/intake challenges.
• Process Improvement & Documentation: Assist in drafting call protocols, training materials, and intake guidance; identify gaps in existing data quality SOPs and suggest continuous operational improvements.
• Tool & Technology Proficiency: Proficiently utilize designated telephony systems, CRM platforms, USSD interface consoles, and mobile/web data collection software as required by project specifications.
• Integrity, Data Protection & Information Security: Maintain strict confidentiality and adhere to all data protection laws (including the Data Protection Act), information security protocols, and organizational policies when handling sensitive claimant, personally identifiable information (PII), or incident data. Demonstrate absolute honesty, transparency, and ethical conduct at all times.
• Social Media Query Management: Monitor and respond to HWC-related inquiries, reports, and feedback across official social media platforms in a timely and professional manner.

Required Qualifications & Experience

• Education Degree or   Higher Diploma in Communication, Customer Relationship Management, Public Relations, Statistics, Information Systems, Social Sciences, Natural Resource Management, or a related field.
• Experience: Minimum of 3  years of experience in a fast-paced call centre, support desk, NGO, public sector hotline, or crisis response environment.
• Language Skills: Full fluency in written and spoken English and Kiswahili is mandatory. Knowledge of at least one  local language spoken in high-conflict conservation zones is a strong advantage.

Technical & Digital Proficiency:

• Familiarity with mobile and web-based data collection technologies 
• Proficiency in standard office suites, database navigation, and rapid data entry tools.

Key Competencies 

• High emotional intelligence, active listening skills, and trauma-informed empathy for dealing with distressed callers.
• Strong analytical mindset with sharp attention to detail regarding data accuracy and quality control.
• Self-driven and able to work independently with minimal supervision while maintaining high ethical standards.
• Ability to work flexible rostered shifts across 24/7 operations, multitask, prioritize high-volume call workflows, and strictly adhere to established SLAs under the direction of the Project Assistant.
• Strong team player skilled at collaborating across diverse teams and field partners.