Oversee and coordinate training in the Africa, Asia, America, and Latin America regions
Map out annual training plans for management, HR, customer support and more
Designed training manuals and curriculums on digital marketing
Design and develop training programs (outsourced and/or in-house)
Select appropriate training methods or activities (e.g
Simulations, mentoring, on-the-job training, professional development classes)
Market available training to employees and provide necessary information about sessions
Conduct organization-wide training needs assessment and identify skills or knowledge gaps that need to be addressed
Use known education principles and stay up to date on new training methods and techniques
Design, prepare and order educational aids and materials
Assess instructional effectiveness and determines the impact of training on employee skills and KPIs
Gather feedback from trainers and trainees after each educational session
Partner with internal stakeholders and liaise with experts regarding instructional design
Maintain updated curriculum database and training records
Host train-the-trainer sessions for internal subject matter experts
Manage and maintain in-house training facilities and equipment
Research and recommend new training methods, like gamification
Accountability/ Humanitarian Community Feedback and Engagement Delegate
International Committee of the Red Cross (ICRC)
Ethiopia
I headed and facilitated the roll out, set/up and activation of the toll-free number and community feedback center in the Ethiopia delegation
I facilitated actives channeled on promoting community engagement and accountability for beneficiaries together with Ethiopia Red Cross Society (ERCS)
Hired and trained call center operators
Created SOPs for the call center operators
I trained the operators on how to answer calls and enter details of the call into the database
Worked with all departments to ensure that the perspectives of affected people are systematically integrated into all stages of the program cycle
Promoted the diversity and inclusion perspectives and systematically integrated it into the program cycle
Built strategies and framework to promote diversity, participation, and inclusion of affected people/beneficiaries in the ICRC areas of operation in Ethiopia
Carried out community engagement with affected people/beneficiaries to understand their needs and challenges
I provided technical support to mainstream gender in project activities, including development of gender mainstreaming strategy together with the gender/protection team in Tigray
Assisted the regional team in Nairobi in the revision of the project log frame matrix, particularly in the areas of performance indicators and their measurement
I worked will all departments to ensure that gender equity principles, gender transformative strategies and gender transformative strategies are implemented in their activities
Actively participate in peer-to-peer learning forums at local, regional, and global levels, including sharing reports, experiences, best practices, questions, and challenges related to accountability to affected people
Provided support to the development, implementation, and monitoring of activities in line with the transformative agenda on gender equality
I support building capacity of key project staff and community volunteers including the Child Protection Committees, Adolescent Clubs, Community Focal Points and Foster Parents on gender
Supported with engagement on gender equality issues in the country
I was responsible for the activities and performance of the ICRC's Community Contact and Feedback cell in Ethiopia
Contributed to the planning and implementation of the delegation's accountability to affected people self-assessment, including data analysis, drafting recommendations, and monitoring its implementation
Discussed and identified the delegation obstacles to improve the best practice on accountability to affected people in Ethiopia
Facilitated the roll out of the community contact center (feedback mechanism) for the ICRC Ethiopia delegation to further promote accountability to affected people
Supported the region to develop / implement relevant parts of the Regional Strategic Framework, designing of an offline feedback mechanism in Ethiopia delegation
Humanitarian Community Feedback Center Supervisor
International Committee of the Red Cross (ICRC)
Abuja, FCT
Supervision and daily management of the contact center operators, calls and the tool used in recording calls (CRM)
Ensured accurate circulation of received and given information between affected people and departments concerned
Proposed improvements to reflect on ways to improve accountability of the ICRC to Affected People in Nigeria, as well as prevention of Code of Conduct violations
I created policies and documents which were used by the organization in assessing and implementing accountability mechanisms in areas where beneficiaries are affected/supported
I ensured gender is integrated into the M&E processes
I assess the level of acceptance of each staff member in the gender transformation process
I was responsible for the activities and performance of the ICRC's Community Contact and Feedback cell in Nigeria
Monitored calls and requests volumes to ensure appropriate sizing of the cell and quality of response and feedback given to callers by the operators
Liaised with the accountability team at global and regional level and contributed to their reflections in terms of diversity and inclusion of the affected people
I ensure that Operators receive regular briefings and operational updates to be able to handle calls and feel a sense of ownership in exchanges with community contacts
Contributed to delegation analyses on the context, humanitarian needs, and opportunities to engage with affected people in Nigeria
Ensured accurate use of the Community Contact Center, liaising with ICT and CCC support for any technological or functional issue
Produced regular monthly reports and analyses trends on the cell's activities for the rest of the delegation
Ensured all cases are recorded appropriately into the CRM and made sure all the necessary guidelines of the tools are followed by the operators
Decided on the level of sensitivity of cases, ensures appropriate confidentiality and referring to relevant departments, provided support for timely follow-up
Supported departments a/or Management in formulating ad hoc requests (surveys or verification) for performance or risk prevention purposes and designs appropriate tools and templates
Ensured accurate circulation of received and given information between affected people and departments concerned
Designed and maintained the scope of the activities and propose an evolution plan for the accountability to affected people's department
Designed and maintained SOPs and oversee the day-to-day activities ensuring their application
Contributed to delegation analyses on the context, humanitarian needs, and opportunities to engage with affected people in Nigeria
Created reporting tools using spreadsheets and Microsoft Excel for daily, weekly, and monthly reporting
Worked to maintain an outstanding attendance record, consistently arriving at work ready to start immediately
Increased beneficiaries feedback satisfaction by resolving issues timely
Worked with customers to understand needs and provide excellent service
Trained the general staff on how to use CRM and Tableau for reporting purposes
Developed and maintained courteous and effective working relationships with team members
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
I identified issues, analyzed information, and provided solutions to problems
Resolved problems, improved operations, and provided exceptional service
Proved successful working within tight deadlines and fast-paced atmosphere
Humanitarian Community Contact/Feedback Center Operator
International Committee of The Red Cross (ICRC)
Nigeria
Responded to calls to understand the concerns of the caller
Recorded the details of each call in the appropriate database (CRM)
Gave immediate feedback and followed up on complaints from callers
I participated in the formulation of statistics and reports
Communicated with other teams within the organization to ensure that programs are well understood, and that information is available for activities such as publications, media briefings, etc
Supported in project and activity planning and framework development
Followed up on cases referred to other departments to ensure timely follow up
Monitoring and Evaluation Officer
Isaiah Balat Foundation
Abuja, FCT
Coordinated presentations for stakeholders and project members to detail project scope, progress, and results
I wrote technical narratives to document processes and design changes
Tracked hours and expenses to keep project on task and within budgetary parameters
Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments
Ensure quality output and service by project staff
Contributed to the design and implementation of behavior change communication campaigns by providing inputs to and implementing specific IEC/BCC interventions on gender equality and women empowerment issues for the prevention and response of gender-based violence
Ensured daily quality implementation, monitoring, and evaluation of gender-based violence related projects and interventions
Developed, standardized, and deployed survey tools and data collection forms to implement monitoring plans effectively
Participated in data quality review meetings at the state and LGA levels where we had projects
Alerted the gender-based advisor in any gap in process, tools, and staff capacity to meet the needs of survivors
Conducted monitoring and evaluation exercises for assigned projects and programs
Conducted baseline surveys and impact study on programs and projects assigned
Provided technical support for international projects and interim development programs
Trained and inducted local partners to implement programs in line with program objectives
Responded to requests for information on materials for inquiring parties
Kept projects on schedule by managing deadlines and adjusting workflows
I managed all aspects of specific contracted research projects, ensuring the high quality of the content
Drafted and edited high quality policy relevant reports, recommendations, and presentations on the status of gender-based violence in cooperation with the Institute's communications team
Facilitated the setting up and functional safe spaces for women and girls and supervise all safe space activities and community outreaches
Managing specific projects such as the KOD (KICK-OUT-DRUGS) Capacity Building Project funded by the foundation
Monitored and evaluated assigned programs and projects using standard tools and procedures
Participated in capacity building initiatives for staff, partners, and other stakeholders to ensure quality and comprehensive delivery of project activities
Performed data collection, data analysis and data interpretation to support project evaluation
I worked with collaborating partners to review their existing approaches and management information systems and agree on any required changes, support, and resources necessary
Developed a plan for project-related capacity-building on M&E and for any computer-based support to team members that may be required
Prepared monthly reports on assigned projects and programs to assist evaluation procedures
Provided input and feedback on departmental initiatives, directives, and strategies to contribute to project success
Liaised between departments to facilitate communication and keep appropriate parties updated on project developments
Initiated the plan to refine field process for small scale studies, saving time, energy and money for the organization
Monitoring and Evaluation Assistant
Pathfinder International
Abuja, FCT
Participated in strengthening existing M&E system for the USAID E2A project
Storage and distribution of data collection tools across project states
Supported in preparing bi-weekly, monthly, quarterly, semi-annual, and annual programmatic performance report
Entering all M&E relevant reports and data into the online systems such DHIS, DATIM
Preparing and sorting received documents and identifying forms that need to be entered into the reporting database
Supported in monitoring quality of service at health facilities
Ensuring the accuracy of entered data and comparing it with the existing filling system to make sure all records are consistent and aligned
Support the analysis of data in line with the M&E framework
Assisted in developing the Field Implementation Plan (FIP)
Organized the monitoring and evaluation system through framework development staff guidance technical support and program review
Oversaw application of monitoring and evaluation activities
Other monitoring and evaluation functions as needed
Timeline
GLOBAL TRAINING CORDINATOR
Partners Worldwide
Accountability/ Humanitarian Community Feedback and Engagement Delegate
International Committee of the Red Cross (ICRC)
Humanitarian Community Feedback Center Supervisor
International Committee of the Red Cross (ICRC)
Humanitarian Community Contact/Feedback Center Operator