Ambassadors

Contents

This section places the role of Wavumbuzi Ambassador into the context of systems management and provides a repository of supporting resources. This section should be considered together with the more pragmatic Ambassador sub-section of the Training section that follows in the playbook.

1. Approach and Considerations

2. Existing Resources

1. Approach and Considerations

Ambassadors are a key part of the Wavumbuzi recruitment machine. Without them operating effectively, much of the systems setup is undermined. It is therefore critical to ensure they are equipped and committed to using systems correctly and consistently.

But an ambassador's role is broader than using HubSpot properly. An ambassador's role is to build and maintain relationships, and to become an ambassador and authority for Wavumbuzi in their region. Naturally, there's a lot more to this that using recruitment systems well. To get a sense of the various facets of the ambassador role, check out this Ambassador Info Pack from Rwanda 2021. In there you'll see that there's a lot for them to learn as new ambassadors. And there's a lot they are responsible for.

For the most part, during the recruitment phase of Wavumbuzi ambassadors should be focused almost exclusively on recruitment. But as an iteration advances towards the challenge going live, their responsibilities begin to shift towards supporting teachers and schools through the challenge, and maintaining energy and activity within the sections of the Wavumbuzi community for which they're responsible. I mention all of this because in order to successfully coach the ambassador team through the part of their role that you're creating, you will need to be sensitive to the rest of their Wavumbuzi world. You will need to ensure that the instructions they receive from others do not conflict with your own. And you will need to communicate effectively with the in country team to maintain a shared understanding of ambassador priorities and capacity.

Historically, ambassador teams have had a WhatsApp group in which most coordination and communication with their School Liaison Officer takes place. It is a good idea for the Systems Administrator to be a member of these groups and broadly keep tabs on what goes on inside them. It also has been an incredibly useful resource to have a separate, parallel WhatsApp group - with the same members on it - reserved for the "Systems" facet of their role. Splitting systems conversations from all others will make it easier for you to address questions, make requests, and share information with the ambassadors, without it getting lost in the day to day business.

Alongside this WhatsApp group, it has been an effective tactic to maintain a live Google Doc containing "systems instructions". This document serves as the home base for ambassador information pertaining to systems, and can be built out, added to, and adapted as an iteration unfolds to serve as a combination of reminders, instructions, and FAQs. More on this is under existing resources.

2. Existing Resources

All of the abovementioned resources exist already, and can be used as a point of departure for future iterations.

The Ambassador Info Pack from Rwanda 2021 is the most recent and complete collection of ambassador materials. From it, everything listed below can be accessed.

Ambassador Info Pack Contents:

• Ambassador Systems Instructions Live Doc

  • HubSpot Setup Instructions

  • Calling Campaign Guiding Principles

  • Practice Tasks

  • Breakdown of Call Types & Call Outcomes (+ scenario run-through for navigating a call and completing post-call actions in HubSpot)

• Ambassador Calling Scripts

• Walk-Through Videos for Ambassadors:

  • Updating a contact's email address

  • Creating a new contact, part 1 and part 2

  • Updating a "generic contact" post-call

  • Setting up a HubSpot email signature