Field Officer (Cook County)

About the 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 IA FO, you must agree to do your work with a high degree of confidentiality and anonymity.

Reports to: 

• Program Manager of Recipient Safeguarding and Advocacy (PM) -Ash Taylor-Beierl
• Community Engagement Associate Field Manager (AFM)- Sita Tayal

What you’ll do:

Field surveys (60%)

• Conduct field 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, etc.)
• Utilize Aidkit, Salesforce, and Taroworks to track incidents, leaving internal notes for management and operations team to review
• Report any discovered cases and follow up with briefs to the AFM regularly

Reports and documentations (30%)

• Collect all possible complaints and provide responses within a reasonable time frame,
• Escalate information and report difficult cases to supervisor based on established escalation protocols
• Brief manager on the day’s outcome and help them in the management of next steps
• Produce weekly reports of cases, observations, and outcomes.

Other tasks and responsibilities (10%)

• Supporting the AFM and PM in the day-to-day of field operations, including work planning, field risk assessment, Community mobilization, and sensitization, recipient protection.
• Other responsibilities as assigned by manager

What you’ll bring:

• Proficiency in English and Spanish required. 
• Strong interpersonal skills and the ability to show respect and openness toward someone whose social and cultural background is different from one’s own – FOs 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. 
• Great communication skills – FOs 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 – FOs 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.

Logistical Details

• The salary for this role is $25/hour.
• We expect Field Officers to work approximately 20-30 hours/week, although the hours will vary. Staff will need to commit to a contract of 8 months, with the possibility of extension as needed.
• Work will be done remotely, but staff may be asked to travel to connect with AFM for resources (less than 5% travel expected)

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