Lusaka Water and Sewerage Company



Nairobi City Water and Sewerage Company

Informal Settlements Department

Job Description

of the Field Technician (FT)

|Job Title: |Field Technician (FT) |

|Grade: | |

|Division: |Commercial |

|Department: |Regional Office |

|Region: |Pangani |

|National Identification Card No.: | |

|Reports to / Accountable to: |- Customer Care Coordinator (CCC) |

| |- Billing and Meter Reading Coordinator |

| |- Regional Manager |

|Based: |At the NCWSC Field Office (within the informal settlement) |

|Number of people supervised: |none |

|Remark: |Preferably the Field Technician resides in or near the area where he or she is |

| |stationed. |

| |The Field Technician works closely together with the Customer Care Assistant (CCA), |

| |The Meter Reader (MR) and the Customer Care Coordinator (CCC). |

|Objective of the Position: |

|The main duties of the Field Technician (FT) can be summarised as follows: |

|The Field Technician is responsible for the provision of excellent water supply, sanitation (if applicable) and customer care services to one or|

|more specific low income areas (informal settlements). |

|The Field Technician should be seen as a Company employee who works in the informal settlements and other low income urban areas directly for |

|and with the customers and other residents. The FT is the link (interface) between the Nairobi City Water and Sewerage Company (NCWSC) on the |

|one hand and the community, the Kiosk Operators and the Local Authorities on the other. |

|The FT can also act as the link between the Kiosk Operators and the customers of the kiosks. In other words the FT is an expression of the |

|objective of the NCWSC to decentralise its services and to improve customer care in low income areas. |

|Objective of the Position (continued): |

|Although the FT has a technical background and carries out a number of technical tasks, he or she is also trained in dealing with customers and |

|with representatives of the local community. |

|Residents should consider the FT to be on of their local NCWSC representatives whom they can approach if they have queries, complaints or |

|suggestions. Through the presence of the FT, the NCWSC will be able to improve its presence and visibility in the informal settlements. |

|The FT will also be responsible for the monitoring the NCWSC water kiosks. |

|The FT works closely together with the Meter Reader, the Customer Care Assistant and the Customer Care Coordinator (CCC) of the Regional Office.|

|Tasks and Responsibilities |

|The Customer Care Assistant is responsible for the following tasks: |

|Technical tasks: |

|Maintain a detailed list of technical works that have to be carried out in his or her block area. |

|Carrying out minor repairs (replacing taps at the kiosk, repairing leaking pipes, etc.). |

|Carrying out disconnections and reconnections. |

|Reporting major repair (for example leakages) and maintenance requirements that require the intervention of the Regional Office. |

|Identification, reporting and disconnection of illegal connections. |

|Identification and reporting of illegal sale of NCWSC water. |

|Monitoring of the condition of the distribution network. |

|Reporting prolonged interruptions in supply, low pressure and poor water quality. |

|Identification and reporting, to the Regional Office & ISD, all acts of vandalism. |

|Reporting on any developments taking place in the area with a special emphasis on developments concerning water supply and sanitation, roadwork,|

|drainage work, health and hygiene education, etc. |

|Carrying out technical surveys for new connections. |

|Installing and metering new connections. |

|Tasks and Responsibilities (continued): |

|The Field Technician is responsible for the following tasks: |

|Customer care and customer services tasks: |

|Informing customers on Company policies, procedures and plans. |

|Recording and reporting all customer queries, complaints and suggestions. |

|Maintaining direct contacts with the water-related committees and local organisations (e.g. Oversight Committees, Lane Committees). |

|Providing advice to customers with regard to the proper use of water, payment systems, applications, etc. |

|The Field Technician is responsible for the following tasks: |

|Administrative tasks: |

|Meter reading. |

|Delivery of Water Bills. |

|Delivery of Reminder Notices. |

|Monitor and manage the distribution of notices, reminder notices, registration notices and bills. |

|Update and countercheck the disconnection list in relation to the number of noticed distributed. |

|Take note and compile a list of customers to be reconnected and ensure that reconnections are done on the day of payment. |

|Identification, reporting and disconnection of illegal connections. |

|Distributing and collecting applications for new domestic connections. |

|Updating the record of registered customers. |

|Tasks and Responsibilities (continued): |

|The Field Technician is responsible for the following tasks: |

|Monitoring and supervision of Operators and kiosks: |

|Monitoring of Operators & water kiosks and ensuring that hygienic standards are observed. |

|Preventing (together with the community) and acting against vandalism. |

|Report on defaulting Operators. |

|Report all illegal activities. |

|Report to the CCC the complaints, queries and suggestions of Operators. |

|The FT is Responsible for one or more informal settlements or “villages” |

|In order to render the company more visible, each FT is responsible for his or her own informal settlement(s) or villages within the area |

|managed by the Regional Office. |

|Making a FT responsible for a specific area and for the performance of the NCWSC within that area, will facilitate supervision and the |

|introduction of performance-based remuneration. |

|The Regional NCWSC office, using characteristics such as the number of water connections, the number of kiosks, distances (etc.), will determine|

|the size of the area for which the FT is responsible. |

|Required Tools and other Materials |

|Most of the time the FT will walk within his or her section, wearing a NCWSC Uniform. If necessary (when carrying a toolbox or if the distance |

|is long), the FT will use a bicycle provided by NCWSC. |

|In order to enable to the FT to carry out all his/her tasks, he/she will be provided with the following items: |

|Means of transport (i.e. a bicycle)(only if required). |

|A toolbox with the necessary tools. |

|A “Documents Toolkit”. |

|A uniform (NCWSC protective overall and protective shoes and gumboots). |

|A NCWSC Registration Card/badge. |

|A bag for papers, water bills, sensitisation material. |

|A raincoat. |

|Protective gloves. |

|Measuring tape (40 metres). |

|The technical toolkit of the FT contains the following tools: |

|2 pipe wrenches (one heavy duty). |

|A set of dies for making threads. |

|2 shifting spanners (one heavy duty). |

|One hacksaw. |

|Thread tape. |

|One small hammer. |

|One pipe vice. |

|One pick. |

|One shovel. |

|One bucket. |

|The “Documents Toolkit” of the FT consists of a lever-arch file with a number of documents that are needed to record data (for example, data the|

|number of illegal connections and the location where they were found) and to supervise the Water Kiosks. |

|Other Relevant Documents |

|The Informal Settlements Department will make available to the Field Technician, all relevant documents which can assist the FT is the |

|successful fulfilment of all his or her tasks and duties. |

|See for more information on the Informal Settlements Department also the attached document entitled: |

|“Mission, Objectives, Function and Organisation Structure of the Informal Settlements Department.” |

___________________

List of Abbreviations

CCA: Customer Care Assistant

CCC: Customer Care Coordinator

FT: Field Technician

ISD: Informal Settlements Department

NCWSC: Nairobi City Water and Sewerage Company

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