Internal Audit Coordinator

GiveDirectly

12h•Remote

About The Position

The Internal Audit Coordinator (IAC) 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 IAC 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 (IAC) 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 IAC, you must agree to do your work with a high degree of confidentiality and anonymity.

Requirements

Proficiency in English is required. Additional fluency in other languages is a plus (Spanish, Arabic, French, Swahili, Kinyarwanda).
Strong interpersonal skills and the ability to show respect and openness toward someone whose social and cultural background is different from one’s own – IACs 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
Strong active listening and investigative interview skills, promoting collaborative communication with the recipient
Great communication skills – IACs 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 – IACs 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.

Nice To Haves

Additional fluency in other languages is a plus (Spanish, Arabic, French, Swahili, Kinyarwanda).

Responsibilities

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 other internal software to track incidents, leaving internal notes for management and operations team to review
Report any discovered cases and follow up with briefs to the IAA regularly
Collaborate with the IAA to review and successfully draft the recipient Internal Audit follow up survey
Analyze the functionality of the surveys with recommendations to curtail to fit each program individually
Track monthly survey responses from applicants by utilizing the internal software
Identify adverse event trends resulting from recipient survey responses to
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
Realtime case notes updates and tracking
Supporting the IAA in the day-to-day of field operations, including work planning, risk assessment, Community mobilization, and sensitization, recipient protection.
Research and utilize social media to investigate flagged online imposters and scammers who intend to defraud GD applicants and programs
Other responsibilities as assigned by manager
Collaborate with the operations team to address escalated cases