Facility Case Management Coordinator at BroadReach

Purpose of the position

• Provide patient-centred support to clients that require intensified counselling, one-on-one education and follow-up, to navigate them successfully through to self-sufficient management of their illness, by providing treatment adherence counselling, coordination and follow-up of medical treatments, client advocacy, and provide assistance to address multiple psychosocial and/or health related needs.

Key Accountabilities (included but not limited to)
In your role you will:

• Provide psychosocial support to clients not yet ready for treatment
• Provide follow-up support telephonically, face to face, at facility and at home visits.
• Provide adherence counselling with adherence plan development to all adults and children newly started ART (0-6 months) with the option of extending this to 12 months for select patients
• Provide adherence support to all clients missing appointments for 14 days or more
• Provide adherence support to patients that have been returned to care
• Provide adherence support and education on importance of early infant diagnosis and treatment to all postnatal clients
• Provide enhanced adherence counselling and support to all virally unsuppressed patients (including the 1st unsuppressed) with support to develop personalised adherence plans
• Provide support to patients eligible for decanting that are not yet decanted
• Refer patients who have failed to meet requirements of case management programme and remain in care to Contact centres, WBOTs, Community Partners or as directed for return to care
• Monitor the efficacy of the adherence plan and periodic re-evaluation and revision/referral to health care professional as required and adjust the patient plan as necessary
• Build trust over time amongst clients until they are ready to share details of their contacts

Administratively this will include the need to:

• Enrol patients into case management program
• Record all cases and outcomes in the case management register
• Provide weekly and adhoc progress report to clinicians of all enrolled cases
• Capture daily activities into FSE

Qualifications
Essential qualifications

• Senior Certificate (Grade12) or equivalent

Desirable Qualifications

• Lay counsellor certificate
• Advanced Lay counsellor certificate
• Knowledge of basic HIV and HIV counselling experience

Experience & Skills

• At least 2 years’ experience in health promotion and health education activities within the community
• Basic computer knowledge
• Good communication skills
• Listens with empathy
• Able to maintain confidentiality always

Personal qualities & Behavioural competencies
Personal qualities

• Puts people at ease and builds relationships with clients based on trust and confidentiality
• Listens attentively and selects most effective communication style and delivery for varied clients with varying needs, emotional status and beliefs
• Can persuade, convince and inspire others to take action
• Maintains confidentiality
• Has a customer centric mindset

Behavioural Competencies

• Planning and organising
• Results Orientation
• Attention to detail
• Empathy
• Client orientation

BroadReach Culture Cornerstones

• We serve a mission greater than ourselves
• We do better everyday
• We are solutions driven not problem focused
• We turn all customers into raving fans