Commission Recipient Rights Officer Jobs (NOW HIRING)

Location: Work will be done remotely, but staff may be asked to travel to connect with IAA for resources (less than 5% travel expected)

About this role

The Internal Audit Field Officer (IA FO) is a member of the Recipient Safeguarding and Advocacy team. Their role is to ensure eligible recipients are safeguarded, their rights are protected, their choices are respected, and that they have the necessary support mechanisms to fully realize the impact of the transfers they receive from GiveDirectly.

The IA FO will be responsible for conducting recipient surveys and associated processes to identify and mitigate risks, investigate cases of potential fraud or recipient harm, and provide recommendations to resolve cases. Part of the IA FO's responsibility includes supporting the Community Engagement Manager in field risk assessment, recipient protection, and community mobilization and engagement.

This role will require sharp judgment on operational issues and challenges, a strong work ethic, strong communication skills, and a strong commitment to GiveDirectly's values, mission and model.

The Recipient Safeguarding and Advocacy team is strictly firewalled from GiveDirectly's operations team. By joining as an Internal Audit Coordinator, you must agree to do your work with a high degree of confidentiality and anonymity.

Reports to: Internal Audit Manager

Level: Coordinator

Travel Requirement: No travel requirement for this role

What you'll do:

Recipient surveys (50%)

• Conduct remote surveys with recipients via call center technology to understand if beneficiaries are experiencing any difficulties related to GiveDirectly's cash transfer program (collecting funds, family conflicts, thefts, scammers, impersonation, etc.)
• Utilize AidKit, Zendesk, and other internal software to track incidents, leaving internal notes for the country management and/or operations team to review and action.
• Report any discovered cases and follow up with briefs to the Internal Audit Manager regularly
• Collaborate with the IA Manager to review and successfully draft the recipient Internal Audit follow-up survey
• Analyze the functionality of the surveys with recommendations to tailor to fit each program individually
• Track monthly survey responses from applicants by utilizing the internal software to report on KPIs and specific metrics. 
• Identify and/or surface adverse event trends resulting from recipient survey responses to  

Reports and documentations (40%)

• Collect all possible complaints and respond within a reasonable time frame. 
• Escalate information and report difficult cases to the supervisor based on established escalation protocols
• Brief the manager on the day's outcome and help them in the management of next steps
• Produce weekly reports of cases, observations, and outcomes, and share these with the manager
• Take a lead in real-time case notes updates and tracking for resolution and recipient redress.

Other tasks and responsibilities (10%)

• Supporting the IA Manager in the day-to-day of field operations, including work planning, risk assessment, Community mobilization, and sensitization, recipient protection.
• Research and utilize social media to investigate flagged online imposters and scammers who intend to defraud GD applicants and programs
• Other responsibilities as assigned by manager
• Collaborate with the operations team to address escalated cases

What you'll bring:

• Proficiency in English language and fluency in written and spoken Spanish and/or Arabic is required. Additional fluency in French or Portuguese is a plus.  
• Strong interpersonal skills and the ability to show respect and openness toward someone whose social and cultural background is different from one's own - Coordinators will be the face of our program for recipients and will need to approach all communications and interactions with an eye toward delivering the best possible experience for recipients
• Strong active listening and investigative interview skills, promoting collaborative communication with the recipient
• Great communication skills - Coordinators will explain the program and process to recipients and collect and discuss potentially sensitive information about income and government benefits. Discretion and good judgment are paramount.
• 2+ years working with vulnerable communities
• Technological literacy - Coordinators will use a smartphone, tablet, or computer to accurately record recipient details in survey forms.
• Empathy, honesty, and the highest standards of integrity. High emotional intelligence and interpersonal skills, especially with talking to people living in vulnerable communities 
• Excellent critical thinking and decision making skills. Strong ability to show good judgment when resolving complex problems
• Strong interest in advancing the distinctive values and mission of GiveDirectly

We welcome and strongly encourage applications from candidates who have personal or professional experience in the low-income and/or historically marginalized communities that we serve.

Compensation

At GiveDirectly, we strive to pay our employees generously and equitably. We use an accredited third party salary aggregator to ensure that staff's total compensation package (base compensation + bonus)  falls within the 75th percentile of similar roles, at similar organizations. We also have a no negotiation policy to ensure we are paying staff equitably across roles. Read more about our compensation philosophy here.

• The United States base pay for this role is $32/hr 
• We expect Coordinators to work approximately 20-29/week, although the hours can vary.

All Field Officers will attend (paid) training sessions, and will use a GiveDirectly-issued smartphone, tablet, or computer for data collection.

Why work at GiveDirectly?

At GiveDirectly, we work to ensure that you have everything you need to excel in your role and on your team, including:

• A positive and supportive team with opportunities for advancement 
• A demonstrated commitment to helping all staff develop and grow
• A competitive salary, including bonus
• A robust health benefits plan (exact details will vary by country)
• Flexible paid time off
• Allowances for desk set-up and learning and development