MEDA Blog - Stories from the Field

Communications, consultants, and customer service

Time for an update about what I've been doing as the Communication Development Intern at MEDA Maroc. Things have been constantly changing for the past couple months here at MEDA Maroc, with 5 employees leaving our small office of 10, and new staff being hired on gradually.

YouthInvest (in Morocco and Egypt) also changed its primary strategy in the past year and things are finally really starting to move in that respect. Rather than focusing on mostly training youth about financial education, business creation and savings, we are turning to the microfinance institutions (MFIs) and banks in Morocco to provide them with a suite of trainings on how to:

  1.     Improve customer service for youth clients (and attract youth)
  2.     Develop financial products that appeal to youth
  3.     Manage risk specific to youth

Since about July 2012, staff in North America have been working alongside staff here in the MENA (Middle East North Africa) region to develop these training programs. We worked specifically on the Product Development training in September when several MEDA staff from Waterloo and Washington visited Casablanca, and lately I have been working with Casablanca staff to improve the customer service training modules.

Customer Service Training
For the past month I have been working on a team to streamline, add content and images and otherwise improve the existing customer service training. We have tested out the training with a Moroccan bank through a current partnership, and we have had extremely positive feedback from those evaluations, but we are trying to tighten up the training to maximize the value financial institution staff will get out of it. This is starting to wrap up, but it has been an ongoing project since mid-November.

Consultants Database
Since October I have been in the process of creating a database of consultants with microfinance experience in MENA, so that MEDA has a go-to list when searching for trainers to provide the trainings mentioned above (the plan is to gradually expand to each MENA region country to offer these trainings, so we need trainers with experience in these countries). It will also be useful for the Technical Assistance MEDA will provide to financial institutions to help them develop youth products and adapt their risk management to best serve youth. The list is currently nearly 200 consultants, but I have been contacting them to find out their interest in working with MEDA and not all have responded. Personalizing the messages to each consultant and recording when emails were sent, responses received, cataloging CVs of interested people has meant that this is a time-consuming but valuable database. There is still lots of work to do on the database, and we haven't even sent out a job offer yet!

b2ap3_thumbnail_Caitlin-1_20130102-153044_1.JPGCommunications
On the communications side, we finally finished the November MEDA Maroc Newsletter (for which I put together the English version, alongside my coworker's Arabic version) and sent it out to our partners and the global MEDA staff the first week of December. I have also been assisting with the creation and translation of partnership agreements, pamphlets, client stories, and the 2013 strategic communications plan. We are planning to increase our reach through social media so we've been working as a team on a renewed website too.

To supplement our communications materials and presentations, I attended a YouthSavings information session on Thursday to take photos. YouthSavings is a project we are carrying out in the Casablanca region where interns provide a 1 hour presentation on how and why youth should save money by creating a savings account. The interns also provide the forms and help the youth open their own account. Participation among youth is voluntary (it is not during class time) so you have to have animated interns to capture the students' interest right in the beginning. It was a very interesting experience, even though it was in Darija - a language of which I only understand about 20 words!

b2ap3_thumbnail_Caitlin-2_20130102-153044_1.JPGAs a side note, yesterday was an important date for several reasons:

  • first day of winter (even though it was 22 degrees and sunny here!)
  • it was NOT the end of the world ;
  • it was exactly 2 months to my birthday
  • it was exactly 3 months until I get back to Canada (time is going by too fast)
  • we had a massive couscous for lunch, and it was delicious and very social!
A (Non) Christmas Special
Building Resilient Livelihoods

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