Community Engagement Officer
The Community Engagement Officer’s purpose is to deliver effective strategies and activities to ensure strong community engagement and partnerships with community groups and individuals in 4 provinces-Battambang, Siem Reap, Poipet, and Kampong Thom. In particular, the role will seek and deliver increased engagement and referrals among potential and existing clients including women of reproductive age, youth, adolescents and people with disabilities. With effective strategies in place, the work of this role will result in increased demand for our services across all channels within the communities served. This role will also maintain MSIC local referral networks and relationships with NGO partners, and local authorities.
Location: Battambang or Siem Reap (frequently travelling to Battambang, Siem Reap, Poipet and Kampong Thom)
Reporting to: Contact Centre and Community Marketing Lead
Probationary Period: 3 months
- Community engagement activities
- Work with Marketing team to develop effective community activities and an annual work plan to increase engagement among target audiences across service delivery channels in the 4 provinces
- Implement, facilitate and/or join community activities to increase demand for contraception, safe abortion, and other sexual and reproductive health (SRH) services within the 4 provinces
- Request and complete any necessary authorisation process to be granted permission from local authorities for conducting community activities
- Engage and coordinate with community leaders, local health chiefs, key influencers and/or SRH advocates to promote our services
- Assist and support the implementation of local demand generation / marketing activities
- Partnerships, referrals and supervision
- Identify, and engage key referral agents, private provider partners, pharmacists, and potential small business owners for expanding referral networks within the 4 provinces
- Arrange regular visit based on list of potential referral partners within the 4 provinces
- Implement, facilitate or join activities/events strengthening referral networks
- Approach local Centre Manager for field trip planning
- Work with contact centre to assist referral clients in accessing sexual and reproductive health services at the local centre/clinics
- In liaison with the Marketing team, partners and/or join activities with local authorities, associations, clubs, and others working among our target audience
- Monitoring, evaluation, and reporting
- Conduct feedback surveys and submit post-activity reports including photo documentation after every marketing/promotional/community activity to inform future activities.
- Develop and improve supporting job aids and marketing materials for community mobilization
- Complete and submit Marketing Activities Report (MAR) every month.
- Qualifications
- Proven experience in effective community engagement and/or partnership development
- Bachelor’s degree or college experience is preferred but not necessary
- Experience
- At least 2 years relevant work experience
- Experience in working with community groups and individuals, including rural and remote areas
- Experience in implementing and facilitating activities in the community to raise awareness or promote services/products
- Experience in communicating key messages among potential clients and/or stakeholders
- Experience in supervising or training other volunteers and/or team members
- Skills
- Effective communication through active listening and good questioning techniques, using appropriate body language, ensuring information is clear and concise.
- Strategic thinker able to see the opportunities and threats to achieve relevant contact with new potential clients/partners in our communities
- Creativity in stimulating ideas and finding potential links between community activities and Marie Stopes’ work
- Comfortable and confident in liaising with key government departments and local authorities
- Confident in facilitating discussions on safe abortion and other sensitive topics among women and men, including youth and people with disabilities
- Attitude/Motivation
- Strong supporter of sexual reproductive health rights for all men/women, including abortion services
- Results focused - goes above and beyond
- Self motivational /Self Starter
- Team Player
- Driven and determined to deliver results
- Thinking ahead and taking action to make the most opportunities by finding optimal solution
Contact Center Counselor
Marie Stopes International Cambodia provides family planning and sexual reproductive health services across clinics, quality assured network of private providers and public health facilities. Clients are referred to providers in this network through a variety of channels including the Contact Centre which provides information and advice to clients before referring them.
The purpose of the Contact Centre is to serve as a central point of contact for clients by providing information and increasing awareness of Marie Stopes services. Clients are referred to providers in this network through a variety of channels including the Contact Centre which provides information and advice to clients before referring them.
The Contact Centre Counsellor will be responsible for providing high-quality counselling, support and information to Marie Stopes clients.
Schedule : Part-Time, Mon-Wed.
Reporting to: Contact Centre and Community Marketing Lead
Probationary Period: 3 months
- Provision of counselling, support, information and referrals to Marie Stopes clients
- Provide medical and general level of counselling and relevant information to clients who access Marie Stopes through our Contact Centre on reproductive health and related issues
- Answer inbound requests promptly and in accordance with established procedures
- Respond to emails, online webchat, online apps and private social media messages such as Facebook on a regular and timely basis
- Understand and interpret callers’ complaints/or suggestions accurately
- Escalate medical emergencies and queries as appropriate, including to the relevant Marie Stopes clinic.
- Service quality follow-ups: Placing of outbound calls to clients who visited Marie Stopes service delivery channels
- Reminder follow-ups: Reminding clients before their visits
- Refer callers to Marie Stopes clinics, quality assured network of public and private providers and make appointments as needed
- Have a good understanding of Marie Stopes products and services
- Place outbound calls to clients from our database to find out about their client experience when visiting our service delivery channels, and provide recommendations to the organisation for improving service and procedures
- Direct requests and unresolved issues to the appropriate resources (Contact Centre Coordinator, Centre Manager, Quality team, Medical team member, etc.)
- Proactively keep up-to-date on new procedures and services offered by MSI to build and educate callers’ interests
- Flexible, able to carry out both inbound and outbound communications with clients
- Support clinical team by collecting feedback from the client
- Data Entry
- Enter new client information into the system and maintain the Contact Centre database
- Keep records of callers interactions and details of actions take
- Contribution to the marketing activities
- Attends events, group discussion and other marketing activities to assist in providing counselling and promote the Contact centre.
- Qualifications and experience
- Experience in front office/customer service role (Midwife or Nurse is an advantage)
- Fluent in Khmer both oral and written (high level)
- English oral and written (medium level)
- Knowledge of customer service principles and practices
- Familiarity with administration and clerical processes
- Good grasp of health knowledge
- IT skills (focus on Microsoft basics, social media)
- Essential Experience
- Client-facing/Client service experience
- Client focused with good interpersonal skills to engage with people of all levels (government, donor and community)
- Have a clear telephone voice, ability to write & type. Confident, comes across as clear
- Strong desire to help others , empathetic, willing to learn
- Overall understanding of MSI activities and services
- Experience working in the sexual reproductive health field
- Skills
- IT skills (focus on Microsoft Office basics, Social Media)
- Ability to communicate clearly, especially on the telephone and through online chat
- Strong “soft” skills, including strong verbal and written communication skills
- Working as part of a team by being supportive, flexible and showing respect for each other, but also able to work independently and show initiative
- Attitude/Motivation
- Communicating through active listening and good questioning techniques, using appropriate body language, ensuring information is clear and concise
- Strong supporter of sexual reproductive health rights for all men/women, including abortion services.
- Results focused - goes above and beyond
- Self motivational/Self Starter
- Team Player
- Adaptable and flexible, including changes in the work schedule.
