Role Overview
The overall objective of this consultancy is to design, implement, and operationalize an end-to-end digital Community Feedback Mechanism (CFM)—also referred to as the Beneficiary Feedback System (BFS)—that strengthens accountability, responsiveness, transparency, and community trust. This initiative is aligned with the World Vision Kenya (WVK) Digital Transformation Blueprint FY 2026–2030. The system will incorporate an Early Feedback Mechanism (EFM) module to enable the timely capture, analysis, and resolution of emerging issues before they escalate into formal complaints.
Key Responsibilities
- Design & Architecture: Create an end-to-end digital CFM, including an Early Feedback Mechanism module, aligned with WVK accountability, safeguarding, and complaints-handling standards.
- System Deployment: Configure and deploy a two-way digital Beneficiary Feedback System (BFS) that is accessible, inclusive, and provided at no cost to beneficiaries.
- Workflow Development: Establish clear, auditable feedback workflows covering intake, categorization, prioritization, escalation, investigation, response, and closure.
- Functional Implementation: Configure intelligent rules to classify feedback based on risk (e.g., child protection, safeguarding, data privacy) and automate prioritization for high-risk cases.
- System Integration: Support integration or periodic data pushes to SMAP or other designated WVK systems.
- Reporting & Analytics: Configure real-time dashboards for management to track volume, types of feedback, and resolution timelines.
- Capacity Building: Develop SOPs, user manuals, and technical documentation to ensure system sustainability and effective handover to the internal ICT4D team.
Functional Capabilities
- Beneficiary Interface: Feedback via SMS/USSD or WhatsApp chatbots.
- Controller Function: First-line response, categorization, and prioritization of incoming data.
- Issue Handling: Leading investigations, drafting resolution responses, and capturing evidence.
- System Tracking: Automated acknowledgments, reminder alerts for pending actions, and issue locking to prevent duplication.
Qualifications and Experience
- Education: Minimum of a Bachelor’s degree in IT, Computer Science, Information Systems, Data Science, ICT4D, or a related field (Master’s degree is an added advantage).
- Experience: At least 7–10 years of professional experience in digital systems design, ICT4D, CRM platforms, or case management systems.
- Sector Expertise: Proven experience designing and deploying digital beneficiary feedback or accountability systems within NGO, humanitarian, or development contexts.
- Technical Skills: Hands-on experience with SMS/USSD platforms, workflow automation, dashboards, and reporting tools.
- Compliance: Demonstrated understanding of safeguarding, accountability to affected populations (AAP), and data protection frameworks.
- Context: Experience working in complex, multi-stakeholder environments, preferably within East Africa.
How to Apply
Interested and qualified candidates should apply via the World Vision Kenya careers portal on Workday. Follow the link provided in the application section to complete your profile and submit your documents.
