Community Service Assistant - Call Centre

About Evidence Action

At Evidence Action, we deliver data-driven interventions that transform lives at an unprecedented scale. We identify neglected global health issues and deploy proven solutions, forging healthier futures for generations.

Our model operationalizes leading academic research (including from Nobel-winning economists). We measure progress and outcomes at every stage to ensure we’re making a real impact for people living in poverty and suffering from preventable or treatable health issues. Operating across 9 countries, our team of 800+ has reached over 500 million people, working closely with governments to scale these interventions.

• Our Deworm the World program has delivered over 2 billion treatments, significantly reducing worm prevalence and generating more than $23 billion in lifetime productivity gains. 
• Through Safe Water Now, we’ve saved the lives of over 15,000 children. 
• Our Accelerator explores untapped opportunities in global health, testing low-cost interventions with the greatest potential to save and improve lives. 

At Evidence Action, your colleagues are your greatest asset. You'll partner with high-caliber colleagues in an environment blending innovation, autonomy, and teamwork. Our team excels in disruptive thinking and believes in rolling up our sleeves to get things done. If you're looking to work flexibly and with purpose, join a team that delivers measurable change for millions.

About the Safe Water Now program

Evidence Action’s Safe Water Now (SWN) program provides safe drinking water to over 10 million people across rural Uganda, Malawi, and Kenya. Recent evidence highlights that water treatment reduces all-cause child mortality by about 25%. Evidence Action’s designs deliver safe water at the source in rural settings through its established Dispensers for Safe Water (DSW) and newly launched In-Line Chlorination (ILC) interventions. Over the past year, we’ve more than doubled our footprint in East and Southern Africa and are exploring expansion into new countries, as well as developing an innovation agenda through our Accelerator process to develop the next generation of safe water programs.

The Role

The CSA will conduct high-volume outbound calls to community volunteers in bid to monitor the utilization and functionality of ILC devices, track supply chains and device refills, and collect rigorous data that ensures the delivery of safe drinking water to remote communities. He/she will report to the Coordinator for ILC

Key Responsibilities

• The CSA will engage promoters" (community volunteers) to verify if the chlorine dispensers or ILC devices are functional, leaking, or damaged and ensure closed maintenance cycle.
• Through the engagement of promoters, the CSA will support the monitoring of devices' chlorine levels at the community level; proactively identify points where chlorine refills by field teams are needed.
• Working hand in hand with field teams, he/she will accurately log technical faults and issues for field officers to repair broken hardware.
• Working hand in hand with field teams to engage the target community and promoter volunteers to promote ILC devices’ usage, he/she handle any/all possible challenges, and report the same to the supervisor.
• The CSA will support the program to identify barriers to usage (e.g., taste preferences, distance to the water point) and record these insights for the program team.
• He/she will work to reinforce the importance of the "correct dose" of chlorine at Water Point and Water Collection Point, and safe water storage during calls.

• Diploma in fields such as Communication Development, Journalism, Community Development, Social Work, Project Management or equivalent

• At least 2 years working experience working with communities or social enterprises/NGOs in similar role.
• Certificate in similar subjects but at least 5 years’ experience in similar role will be considered.
• Intermediate knowledge in WASH including water treatment and community level.
• Fluency in English, Chichewa, or any other local languages.
• Excellent communication skills and good public relations

Position Location

This role will be based in Blantyre, Malawi.

Please note that we are unable to sponsor or take over sponsorship of a Malawi employment visa at this time. Applicants must be legally authorized to work in the Malawi for roles based in Malawi.

Evidence Action provides a comprehensive benefits package for employees worldwide. Benefits include:

• Comprehensive health insurance
• Pension/ Retirement savings options
• Paid leave
• Avenues for engagement and recognition.

*Benefits may differ based on country-specific regulations

Evidence Action is an Equal Opportunity Employer with a commitment to representation and inclusion. All individuals, regardless of personal characteristics, are encouraged to apply.