Community Service Assistant - Promoter Engagement Call Desk

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

Job purpose

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.

Reports to: Lead Officer, Program Implementation (Promoter Engagement)

Direct Reports: None

Key Duties and responsibilities:

• 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

Qualifications and Skills:

• 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

Working conditions

The official working hours are 8:00am to 5:00 pm from Monday to Friday. However, this job requires a flexible person as one may work beyond official working hours including some weekends.

Position Location

The role will be based in Jinja, Uganda.

We are unable to sponsor or take over sponsorship of Ugandan employment visa at this time. Applicants must be legally authorized to work in Uganda for roles based in Uganda.

Equal Opportunity Statement

Evidence Action does not discriminate in employment on the basis of race, colour, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

How to Apply:

Visit the Evidence Action Website, under the careers page (https://apply.workable.com/evidence-action/), click on ‘’Community Services Assistant - Call Desk’’ click apply and send in your application by Sunday 6th July, 2025.

• Comprehensive health insurance (Medical cover self and dependents)
• Pension/Retirement savings options
• generous paid leave
• Avenues for engagement and recognition