Client Engagement Officer [Supporing Tswaing Sub District] at The Aurum Institute

Work Description:

The Client Engagement Officer is responsible for providing basic patient-level support to all newly diagnosed patients, and the patients already on HIV treatment, and those beginning their treatment journey. Providing telephonic support and follow-ups. The incumbent should also be tracing Pre Art, and treatment interrupters with the aim to bring them back and re-engage them to care. They will also be responsible to provide education and information around treatment and care of HIV and or TB. Providing information and support to Participants (new and existing) in the decanting programme as well as rendering psychosocial support counselling and mentoring on a regular basis resulting in adherence and retention to care.

Technical Work Responsibilities

• Coordinate with healthcare facilities / workers to locate newly identified HIV- positive clients /cases requiring linkage into care.
• Be able to provide simple and relevant HIV/TB information to patients in a clear, convincingly and understandable manner.
• Accompany the patient through ART initiation steps and ensure timely start on ART.
• Register and maintain all patients on ART into the appropriate data collection registers/tools.
• Coordinate referrals to clinic and community-based HIV care and treatment services, and advocate for accessibility to these services.
• Conduct follow-up communication to deliver support to assigned patients as per case management protocol, such as patient reminders to appointments.
• Create and maintain favourable relationships with Internal and External Stakeholders
• Participate in Counselling Quality Assurance Audits and Competency Assessments
• Provide counselling and mentoring services resulting in the retention of clients in care
• Actively track their cohort of patients to ensure that they are recorded as linked to care in Tier.Net.
• Actively engage with tracers and community based services to find patients who have missed appointments and ascertain if they are lost to follow up.
• Liaise with clinical teams on any basic clinical guidance that needs to be followed up.
• Record and report all data obtained in the field.
• Continue to maintain contact despite decanting to remote pick up solutions
• Participate in basic facility quality improvement activities to address retention in care system/patient gaps.
• Provision of initiatives to minimize loss to follow up (LTFU).
• Identification of process inadequacies and recommendations
• Identification and escalation of high-risk situations or unresolved client queries
• Generate routine Reports and Correspondence

Requirements

• Education / Professional Membership
• Grade 12 Post matric qualification - social science or related field
• Relationship Counselling Certificate
• Advanced Adherence Counselling Certificate
• Trained on IACT, Kids Alive, AGL / NAS / AYFS

Advantageous

• Diploma/Degree in Social Science or related field
• Valid Driver’s License and own vehicle

Experience

• At least 2 years’ HIV testing and/or counselling
• 2 years’ HIV and TB community education and mobilisation
• At least one-year experience in providing support/counselling to HIV Infected Individuals dealing with psychosocial issues that influence Health-seeking behaviour
• Customer Support Service / client centric training

Other Requirements

• SA Citizen or valid work permit to work in South Africa
• Basic computer skills Excellent social kills, team player, performance oriented, and self-motivated
• Excellent communication skills, listening skills, knowledge retention and the ability to establish effective, trusting relationships
• Demonstrable empathy, compassion, and an understanding of the cultural and socioeconomic backgrounds in the community
• Willing to travel within / outside of the local working area
• Willing to work overtime