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The purpose of this job is to manage the help-desk which supports clients (those infected with the HIV) accessing the Virtual Platform along their client journey including COVID-19 prevention and control, maternal and child health, adolescent health, chronic illness. As a Help Desk Operator, you need to be prepared to answer any questions that the users may have about the service or their treatment journey by selecting from a set of responses to FAQs. You need to ensure that clients receive responses to their questions within 24 hours of sending their question, and that they are well informed and supported throughout their journey. This may require you to consult the Head Office Department of Programme and Office Support content experts or the Country Senior Programme teams.
Key Performance Areas:
Support innovative approaches to systems uptake
Work with the Senior Programme Officer in charge to educate country teams about the Virtual Platform use and best practices for sign up and promote consistent use
Work with the Communications team and Programmes team on highlighting key FAQs that may require independent Social and Behavioural Change strategies
Lead capacity building efforts for countries to adopt and utilize the Virtual Platform
Work with country teams and the SBCC Advisor to lead accelerated plans for scaling up use of the Virtual Platform in implementing countries
Manage FAQs on the Platform
Provide day to day management of FAQs ensuring timely access, consolidation and feedback
Provide accurate responses through the Virtual Platform Helpdesk system to clients interacting with the platform
Respond to questions using existing responses that are being sent through the system from the Virtual Platform
Refer the complicated questions to the relevant content leads and follow up for timely responses
Systems monitoring and reporting
Identify and report any system and content faults accordingly
Report daily messages received and resolved
Assist in compilation of weekly and monthly reports
Assist in the review and creation of new FAQs
Refer complex questions to the health care professionals to be addressed
Report immediate system errors
Job Requirements
Qualifications and Experience:
Professional registered nurse
Diploma in general nursing about 10 years’ experience in HIV clinical care and management of HIV
Post graduate qualification in MCH, HIV/AIDS, PMTCT with expertise in HIV care and treatment would be an added advantage
Clinical work experience in HIV/AIDS, MCH/PMTCT required
NIMART work experience required
Extensive Health and counselling experience
Thorough understanding of Health Department policies, procedures and legislation for South Africa
High aptitude to learn and use varied technological solution
Have stable, unlimited and uncapped internet connection set up to work remotely
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