TRAINING CONSULTANT ON COMMUNICATION AND CUSTOMER CARE SKILLS

TITLE: TRAINING CONSULTANT ON COMMUNICATION AND CUSTOMER CARE SKILLS

TYPE: CONSULTANCY

DEPARTMENT: HR

HIRING MANAGER: HR COORDINATOR

LOCATION: NAIROBI

START DATE: 15TH AUGUST 2023

POSITION SUMMARY:

HIAS Kenya seeks the services of a competent and professional trainer to train all the staff on Communication and Customer Care. The trainer will take our staff through the essence of Communication and customer care to ensure that the relationships between them and our partners, clients as well as fellow staff is effective.

OBJECTIVES & DELIVERABLES:

The objectives of the training are:

1. Understanding what effective communication and customer care is
2. Effective internal communication
3. Active listening skills and effective and courteous communicating under stress
4. How attitudes and values affect communication
5. Office etiquette
6. How communication/ customer care affects the achievement of business goals, vision and mission

SCOPE OF TRAINING

In close co-ordination with HIAS, the consultant will implement the following tasks:

1. 1. Develop the training content for the staff to be delivered through interactive activities, methodologies, and discussions which will be approved by HIAS.
   2. Conduct a physical training for all staff based on the approved methodology,
   3. Conduct the evaluation of the training and
   4. Report on the training.

EXPECTED OUTPUTS AND DELIVERABLES

The following will be the expected deliverables and outputs of the consultancy:

1. Work plan for developing the training, including strategy and proposed methodologies.
2. Successful facilitation of the training
3. Technical advice and support to participants during the training
4. A complete final report on the implementation of the tasks after finishing the training.
5. Soft copies of all presentations and training notes.
6. Tools for measuring training outcomes e.g., pre and post-test, questionnaires, training evaluation forms etc.

QUALIFICATIONS & REQUIREMENTS:

We are looking for a consultant/team with the following skills and qualifications.

• Demonstrated experience and expertise in Communication and Customer care training.
• Training background in customer care and communication.
• Excellent and demonstrated understanding of ethical issues in Communication and Customer care.
• Experience working/training in the humanitarian sector and with refugees in urban settings preferably in Kenya will be an added advantage.
• Ability to conduct training to huge participants.

APPLICATION PROCESS AND REQUIREMENTS

Qualified and interested parties are asked to submit the following:

• Letter of interest in submission of a proposal.
• A detailed technical proposal, with budget, clearly demonstrating a thorough understanding of this ToR and including but not limited to the following.
  • Consultant/Company Profile
  • Demonstrated previous experience in similar assignments and qualifications outlined in this ToR. Please attach a previous training report where applicable.
  • Team composition and level of effort of each proposed team member (include CVs of each team member).

SAMPLE HIRING PROCESS:

We are committed to a fair and respectful hiring process, and we do our absolute best to respond to every applicant. We prioritize communication and transparency with all candidates, even those who are not moving forward. Here’s a snapshot of our hiring process for consultancies:

Step 1: Submit your application!

Step 2: Video interview with the hiring manager.

Step 3: Offer, consultancy agreement and background check.

Step 4: Start your professional journey with HIAS!

Note: Some of our hiring processes may vary, and not all candidates will advance to each step.

ABOUT US:

Over one hundred years ago, the Jewish community founded HIAS (originally the Hebrew Immigrant Aid Society) in New York City, the immigrant gateway to America. Supporting Jews fleeing persecution and poverty in Eastern Europe, our founders were guided by the traditions, texts and history of the Jewish people—a history of oppression, displacement and diaspora. HIAS has since helped generations of Jews facing violence because of who they were, and HIAS remains committed to helping Jewish refugees anywhere in the world. Today, our clients at HIAS come from diverse faiths, ethnicities and backgrounds, as do our staff. We bring our experience, history and values to our work across five continents, ensuring that refugees today receive the vital services and opportunities they need to thrive.

HIAS is a learning community, committed to diversity and inclusion. We do our work with integrity, accountability, transparency and a commitment to the highest ethical standards. We seek employees from diverse backgrounds and life experiences to join our teams located in the United States and across the globe. People who identify as BIPOC, people with disabilities, people from the LGBTQ+ community and people with lived experiences of forced displacement or immigration are all encouraged to apply. We are committed to building a diverse workforce that reflects our vision, mission and values.

VISION:

HIAS stands for a world in which refugees find welcome, safety and opportunity.

MISSION:

Drawing on our Jewish values and history, HIAS provides vital services to refugees and asylum seekers around the world and advocates for their fundamental rights so they can rebuild their lives.

VALUES:

Welcome • Acogimiento • Hospitalité • הכנסת אורחים (Hachnasat Orchim)

We Welcome the Stranger

Justice • Justicia • Justice • צדק (Tzedek)

We Pursue Justice

Empathy • Empatía • Empathie • חסד (Chesed)

We Approach our Clients with Empathy

Partnership • Compañerismo • Coopération • חברותא (Chevruta)

We Believe in Changing the World through Partnership

Courage • Coraje • Courage • אומץ (Ometz)

We Act with Courage to Build a Better World

Resilience • Resiliencia • Résilience • רוח (Ruach)

We Adapt and Thrive, Continuously Demonstrating our Resilience

DIVERSITY:

HIAS is committed to a diverse and inclusive workplace. As an equal opportunity employer, all qualified applicants will be considered for employment without regard to race, color, national origin, ethnic background, ancestry, citizenship status, religious creed, age, sex, gender, sexual orientation, physical disability, mental disability, medical condition, genetic information, marital status, registered domestic partner or civil union status, familial status, pregnancy, childbirth, military status, protected veteran status, political orientation or other legally protected status.

SAFEGUARDING:

HIAS is committed to the protection of children, vulnerable adults and any other person from any harm caused directly or indirectly due to their coming into contact with HIAS. We will not tolerate sexual exploitation, abuse or any form of child abuse or neglect by our staff or associated personnel. Any candidate offered a job with HIAS will be expected to sign and adhere to HIAS’ Code of Conduct and Safeguarding policies. All offers of employment will be subject to satisfactory references and appropriate screening checks, which can include criminal records. HIAS also participates in the Inter-Agency Misconduct Disclosure Scheme. In line with this Scheme, we will request information from job applicants’ previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during employment, or incidents under investigation when the applicant left employment. Likewise, HIAS will share this information when other organizations inquire about current and former HIAS staff as part of their recruitment process. By submitting an application, the job applicant confirms their understanding of these recruitment procedures.