The Haitian National Red Cross Society (HNRCS), with support from the International Federation of Red Cross and Red Crescent Societies (IFRC), has established a beneficiary communications programme in Haiti which puts affected people at the heart of the operation. It does this by providing practical, useful informa¬tion, updates about Red Cross activities, and critically using their feedback to design and improve operations. This is achieved through SMS, radio, recorded information lines, notice boards and a questions and complaints line.

The most exciting innovation from the programme is the use of mobile technology to deliver targeted information through SMS. Developed through a unique partnership between the Red Cross and Trilogy International Partners, the Trilogy Emergency Relief Application (TERA) allows the Red Cross to geographically target SMS to the users of an individual mobile cell tower.

The Beneficiary Communications programme has just secured funding to further enhance TERA and improve its functionality and add an Integrated Voice Recognition (IVR) system into the mix. An IVR is capable of providing recorded information and carrying out touch tone or voice activated surveys and can connect callers through to other services. This project will give Haitians an easy way to get their voice heard and become real partners in the recovery process.

The IVR Project Manager will assist with the set up and daily running and development needs of the IVR and TERA.

Set up stage
• Assist the IVR Development Manager to test the new SMS system. This will include writing SMS and testing with groups of Haitians.
• Carry out focus groups and interviews with Haitians to find out what the would like from the IVR, how they will interact with it and what Red Cross can do to make it as user-friendly and useful as possible. This information will be used to design the IVR.
• Work closely with Red Cross operational teams to write, record and edit useful information to be uploaded onto the IVR. This will include meeting with different teams and finding out what kind of information they want to share and their beneficiaries needs.


• Help plan the launch of the IVR in Haiti, devising a country-wide communications plan to promote the service.
• Assist with the recruitment and training of a Data Analyst Officer, who will be responsible for managing information gathered through IVR surveys.

After the launch, this post will have overall responsibility for the daily running of the IVR, including
• Regularly updating information provided on the IVR in response to events, emergencies and new information needs of the beneficiaries.
• Planning, writing and managing SMS campaigns using the TERA system
• Managing the Data Analyst Officer, ensuring the information they collate is useful, understandable and meets the needs of the Red Cross.
• Work with the Haitian Red Cross to run and manage the IVR, including providing training and presentations on how the system works.
• Actively seek out opportunities to use TERA and the IVR for surveys and to get feedback from beneficiaries.
• Produce a planned schedule of SMS and IVR campaigns.
• Ensure regular monitoring of how the SMS and IVR are being used and plan a mid-term review of the IVR and SMS project.
• Assist with outreach to other organisations who could provide useful information for beneficiaries through the IVR, in particular help to build relationships with Government departments.
• To provide reports of all activities on a monthly basis or as directed

Experience working in communications
Experience working with mobile technology such as SMS and/or IVR
ExExperience working with the Red Cross or a NGO perience managing all aspects of a project
Knowledge of humanitarian affairs and beneficiary communication
Up to date with mobile and new technologies
Good relationship skills and able to work with different teams, building strong relationships with key stakeholders
Excellent verbal and written communication skills
Good organisational skills, able to meet deadlines and work efficiently under pressure
Good training skills
Fluent in French, Creole, English