Hiring of Public Engagement Communications Officer for NIDP

Source: World Bank — Ethiopia Digital ID for Inclusion and Services Project

Request for Expression of Interest

(Consulting Services – Individual Selection)

Senior Project Public Engagement Officer for National ID Program

Country: Ethiopia

Project: Ethiopia Digital ID for Inclusion and Services Project

Project ID: P179040

Assignment Title:  Public Engagement Officer

Reference No.: ET-NIDP-461782-CS-INDV

Duty Station: NIDP Head Office, Addis Ababa

The Federal Democratic Republic of Ethiopia, Ministry of Finance (MoF), has received financing from the World Bank toward the cost of the Ethiopia Digital ID for Inclusion and Services Project.  National ID Program, the ultimate project implementer intends to apply part of the proceeds for selecting of individual experts.

National ID Program as part of the project implementation program is looking for an Individual expert that supports the NIDP on Public Engagement.  Experienced individual experts who have experience, seasoned, enthusiastic and passionate for the position of Public Engagement are invited to express their interest for the assignment.

The Public Engagement Officer will play a pivotal role in managing FAQs, automated responses, and the online grievance portal while collaborating with departments to address inquiries and proposing solutions based on investigations. The role involves maintaining grievance records, conducting training on program details and procedures, and providing ongoing support. Additionally, the officer supervises call center operations, including managing scripts, feedback mechanisms, shifts, and performance monitoring to ensure quality and efficiency, and conduct training as needed.

Specific responsibilities for the Public Engagement Officer will include, but are not limited to, the following core activities:

1. Grievance Management:

• Receive and acknowledge all grievances/inquiries coming from the program’s communications channels specific to Toll line and Digital (social media and email) grievances from customers, or external parties in a timely and professional manner.
• Organize and update regular FAQs and automated responses based on daily audience feedback and engagement for the NIDP website.
• Investigate complaints thoroughly and impartially to gather all relevant facts and evidence.
• Coordinate with all other relevant departments to address grievances from all audience inquiries via the delegated channels and provide timely responses to grievances including management of the NIDP online grievance portal (id.et/help), email and social media.
• Support the support services manager in timely updates, reports and solutions presented in handling grievances that come through our communication channels.
• Maintain accurate and up-to-date records of grievances and their status of resolution.
• Proposing appropriate solutions or actions based on investigation findings to resolve grievances effectively.

1. Training and Support:

• Conduct training sessions for new employees, stakeholders and partners on overall program and grievance handling procedures.
• Provide support and advice to employees on grievance procedures and best practices.

1. Call Centre Supervision

• Supervise the NIDP call center in providing guidance and responses mechanisms including script guidance, feedback management and relay of issues to relevant departments for timely solutions.
• Supervise the call center officers on daily response management including scheduling shifts, daily checkup, conducting meetings (weekly/monthly as necessary), performance monitoring, quality assurance and smooth operations of the call center in addressing daily grievances.

National ID Program, Digital ID for Inclusion and Services Project now invites eligible Individual Experts to indicate their interest to provide the Services. Interested Individual Experts should provide information demonstrating that they have the required qualifications and relevant experience to perform the services for a period of one year with possibility of extension for additional period subject to outstanding performance of the expert and availability of budget. The shortlisting criteria include the following;

• The ideal candidate for the role of the Public Engagement Officer will bring the following competencies and skills:
• Master’s degree in project management, marketing, communication, or related field.
• At least three years’ experience in customer handling or digital service management for a mass public service product. Experience at a Government institution is desirable.
• Proficient in integrating content in writing including marketable languages for tailored customer responses.
• Ability to understand the needs associated with a project and the target audience.
• Receptive to feedback and quick problem-solving skills.
• Professionalism regarding time and delivery deadlines (Highly valued)

The selection method is based on para 7.36 and 7.37 of the World Bank’s Procurement Regulation.

The attention of interested individual is drawn to Section III, paragraphs, 3.14, 3.16, and 3.17 of the World Bank’s “Procurement Regulations for IPF Borrowers” July 2016 (“Procurement Regulations”) revised November 2017, August 2018, September 2023, setting forth the World Bank’s policy on conflict of interest.  An individual will be selected in accordance with the Selection of Individual Consultant (Section V) method set out in the Procurement Regulations.

Expressions of interest (CV, cover letter and documentary evidence for fulfilling the qualifications) must be delivered in a written form to the address below by E-mail on or before January 27th, 2025. Further information can be obtained, by email at the below address during office hours from 8:30 AM to 5:30 PM Addis Ababa time: 

Federal Democratic Republic of Ethiopia,

National ID Program (NIDP), Digital ID for Inclusion and Services Project

Attn: Project Management Unit (PMU),

Address: Welosefer Bole, Ethio-China St, INSA Building, 15th Floor, Addis Ababa, Ethiopia

Tele- +251-911-446582 or +251-912-200295

E-mail: zelalem@id.gov.et, nejmedin@id.gov.et, mesfin@id.gov.et

Website: https://id.gov.et/

Addis Ababa, Ethiopia