Overview

CALL CENTER AGENT

PSI/Eswatini, a member of the PSI global network, aims to improve the health of the people of Eswatini. PSI/Eswatini seeks to recruit for the following positions. These positions are contingent on funding. For more information or complete job description, please contact recruitment@psi.sz

Job Title: Call Center Agent

Region/Location: Mbabane HQ

Position status: Permanent

Job incumbent reports to: Communications Officer

Qualification/Experience:

• Diploma in Marketing and communications, training on Call Centre skills is an added advantage

• Familiarity with HIV-related health and prevention

• Knowledge in HIV programming will be an added advantage

Skills/Abilities/Aptitudes Requirements:

• Fluency in English and SiSwati

• Proficient in relevant computer applications

• 1-3 years of experience in a Call Center environment

• Knowledge of customer service practices and principles

• Excellent data entry and typing skills

• Superior listening, verbal, and written communication skills

• Ability to handle stressful situation appropriately

Responsibilities:

• Attend to inbound and outbound calls efficiently

• Respond to client inquiries

• Manage and resolve client complaints and document suggestions from clients

• Identify and escalate issues to supervisors

• Provide product and service information to clients

• Facilitate referral process of cases.

• Liaise with Communications officer /coordinator to facilitate active client referrals from calls

• Document all call information according to standard operating procedures

• Recognize, document, and alert the management team of trends in client calls

• Follow up client calls where necessary

• Complete call logs and reports

• Other duties as assigned Special Requirements:

• Willingness to assist the organization in accepting to take other additional responsibilities in the limit of personal competencies and capacities should the needs arise

• Willingness to work overtime as required


CLINIC ADMINISTRATOR

PSI/Eswatini, a member of the PSI global network, aims to improve the health of the people of Eswatini. PSI/Eswatini seeks to recruit for the following positions. These positions are contingent on funding. For more information or complete job description, please contact recruitment@psi.sz

Job Title: Clinic Administrator

Region/Location: Matsapha

Position status: Full time

Job incumbent reports to: Clinic Manager

Qualification/Experience:

• Diploma in project Development studies, Communications, HIV or any other relevant field

• 2 years of work experience in HIV prevention programming or Social Behavior Change communication

• Computer literacy, especially Microsoft Excel

• Valid driver’s license

Skills/Abilities/Aptitudes Requirements:

• Familiar with HIV related issues that affect Eswatini communities

• Fluency in English and siSwati

• Prior experience in conducting sales via phone a plus

• Prior experience with record keeping and data management

• Excellent communication, analytical, organizational, interpersonal, and writing skills

• Ability to produce results in difficult circumstances

• Flexibility to accept additional responsibilities when required

• Willingness to work flexible and evening hours as required

• Excellent customer service skills

Responsibilities:

The main responsibility of the position will be to organise and manage clinic bookings, retrieve files and register clients who access services at New Start Clinic. Specifically, the position will;

• Ensure that the reception area is kept clean and tidy

• Be friendly and welcoming to all clients at all times

• Ensure that clients are comfortable and entertained whilst waiting for services

• Answer face to face and telephone queries promptly and courteously

• Register and create a file for every client coming for services at the clinic (HIV, STI, VMMC, Family Planning)

• Retrieve and file back all client files needed by the clinical staff on daily basis

• Monitor and maintain adequate working supplies including cell phone, laptop, fax machine, phone machine etc

• Help to facilitate client flow through the site, give directions and ensure clients are assisted at the clinic

• Monitor and maintain site wellness, receive clinic faults, damages and any other malfunctions from the cleaners and forward them to clinic manager for initiation of repair process

• Receive and call all clients booked for ART refills and referred by regional teams

• Follow up to confirm booking; when required to call on different date

• Generate a list of LFTUs and index clients

• Assist with data entry as required

• Maintain an accurate record (database) of booked appointments

• Provide daily, weekly and monthly updates of New Start clients and of clients who maintain their appointments to relevant staff members

• Ensure that all information in the database is up to date including referrals, adverse events and treatments

• Assist in stock management of the New Start site

• Act as a point person at the site by dissemination of useful staff information and sending monthly bills to finance department

• Make sure HR and Finance books/documents (leave books, overtime, sick notes, prescription) are available and managed appropriately by staff

• Handle and manage petty cash appropriately.


INTER PERSONNEL COMMUNICATIONS (IPC) COORDINATOR

PSI/Eswatini, a member of the PSI global network, aims to improve the health of the people of Eswatini. PSI/Eswatini seeks to recruit for the following positions. These positions are contingent on funding. For more information or complete job description, please contact recruitment@psi.sz

Job Title: Interpersonal Communications Coordinator

Department: Marketing

Region/Location: Mbabane

Position status: Full time

Job incumbent reports to: Marketing Manager

Reporting to this position:  All IPC Agents

Qualification/Experience:

• Diploma/Degree in Communications, Marketing, Social Sciences, Community Development

• 3 years of work experience leading teams in HIV prevention programming or behavior change communication.

• High level knowledge on HIV Social Behavior Change Communication, Communication methodologies and Demand Creation strategies for product and services uptake.

Skills/Abilities/Aptitudes Requirements:

• Ability to develop diverse and innovative strategies to create demand for PSI services and products.

• Proven ability to lead and manage interpersonal communication teams in the filed

• Ability to facilitate dialogues and create networks within communities in Swaziland

• Excellent interpersonal skills knowledge in communication models such as motivational interviewing, community capacity enhancement as an added advantage.

• Familiarity with marketing concepts an added advantage

• Demonstrated monitoring and documentation experience.

• Proficiency in Microsoft Office suite.

• Fluency in English and siSwati

• 2 year’s valid driver’s license

Responsibilities

Demand Creation

• Develop demand creation strategies to enable PSI to meet its targets for programs such as HTS, HIVST, VMMC, Condoms, NCDs and other developing programs.

• Monitor the implementation of field demand creation strategies to ensure that demand creation objectives and targets are met.

• Liaise with program focal persons such as Regional Managers, Clinic Manager, HIV ST Manager, Condom Manager, Program Manager, to ensure that IPC efforts are adequately feeding into PSI program targets.

• Liaise with Communications Coordinator to ensure IPC demand creation efforts are supplemented with mid-media, social media and mass media activities.

• Coordinate all VMMC demand creation logistics including scheduling of transport for in field staff, hired transport for clients, travel reimbursement for clients and food provision for clients.

• Liaise with Finance Department to ensure that travel reimbursement for VMMC program is available and reconciled accordingly.

Interpersonal Communication

• Monitor, supervise and mentor all community-based IPC Agents on Motivational Interviewing (and or other PSI recommended communication standard’s) principles and processes.

• Assist in the development communication guides and job aids for IPC Agent for all PSI programs.

• Document learning and stories from field activities to inform programs, including success stories and key learning.

• Liaise with Marketing Manager to assist in pre-testing activities and or other desk/field information gathering exercises.

Quality Assurance

• Develop and update IPC Agent performance tracker to ensure high performance of the IPC program

• Ensure IPC QA is conducted as per standard operating procure

• Provide and facilitate training needs for IPCs as based on evaluations determining training needs at a minimum standard

• Develop communication guides, tool kits and job aids for IPC Agents.

• Ensure IPC QA records are signed and filed accordingly for audit purposes. • Conduct comprehensive individual and group communications skills assessments, to identify technical skill gaps.

Monitoring and Evaluation /Reporting

• Monitor supervise and mentor all community-based Agents.

• Conduct comprehensive individual and group communications skills assessments, to identify technical skill gaps.

• Ensure that IPC Agents submit quality data.

• Participate in departmental weekly/periodic weekly planning sessions.

• Document and submit weekly/periodic activity reports. Implement any other duties as requested.


COMMUNICATIONS OFFICER

PSI/Eswatini, a member of the PSI global network, aims to improve the health of the people of Eswatini. PSI/Eswatini seeks to recruit for the following positions. These positions are contingent on funding. For more information or complete job description, please contact recruitment@psi.sz

Job Title: Communications Officer

Region/Location: Mbabane (with frequent field visits)

Position status: Full time

Job incumbent reports to: Communications Coordinator

Reporting to this position:

• Call Center Agent

• IPC Agents

Qualification/Experience:

• Diploma in Journalism, Communication or Public Relations

• A degree will be an added advantage

• 3 years of professional experience in communication or journalism

• Experience in HIV an added advantage

• 1-year supervisory responsibilities

• Valid driver’s license

• Excellent communication and mentoring skills

• Excellent media relations

• Experience in the development and dissemination of communication materials

Skills/Abilities/Aptitudes Requirements:

• Fluency in English and siSwati

• Creative flair, excellent communication, interpersonal and writing skills;

• Strong understanding of social media tools, platforms and techniques

• Experience in developing content for websites, newsletters, articles and other publications

• Ability to produce results in challenging circumstances

• Flexibility to accept additional responsibilities when required

• Willingness to work overtime as required Responsibilities: Communications

• Develop and implement PSI’s internal and external communications strategy

• Prepare news articles, press releases and content for broadcast media as required ensuring publication

• Develop content and produce PSI’s newsletter accordingly

• Develop content for PSI’s website and ensure regular updates

• Produce stories on all PSI programs and services to be shared with key stakeholders

• Assist in the development and production of communication materials

• Scan local and international news to advise management accordingly

• Prepare press events, publicity activities and other media related activities as required

• Participate during PSI events and campaigns Social and digital media

• Implement PSI’s social media and U-Report strategy

• Responsible for all social media related activities; posting, Hoot-suite, analysis.

• Use social media to increase visibility and uptake of PSI’s services and products

• Monitor social media analytics and adapt approach as necessary

• Support team to ensure social media clients are linked to services

• Report weekly and as required on media metrics and activities

• Supervise IPC agents Call centre

• Oversee implementation of PSI’s toll-free line

• Supervise call centre agent

• Report on all required toll-free line metrics


Application letters and curriculum vitae must be sent via email to recruitment@psi.sz no later than 29th March 2020 citing the position applied for, Name and Surname in the email subject. No calls, please, No posted or hand delivered applications will be considered. Only short-listed candidates will be contacted.

PSI is an Equal Opportunity Employer and encourages applications from all qualified individuals regardless of race, religion, sexual orientation, or disability.