VillageReach Kenya MOH Call Centre Technical Advisor Jobs in Kenya

VillageReach Kenya MOH Call Centre Technical Advisor Jobs in Kenya

About VillageReach

VillageReach transforms health care delivery to reach everyone, so that each person has the health care needed to thrive.

VillageReach in incorporated in Washington State and has offices in Seattle (USA), Democratic Republic of Congo, Malawi, and Mozambique.

Description

Summary

The Kenya Ministry of Health (MOH) is in the process of moving the 7-1-9 COVID-19 line from Safaricom to the Department of Primary Health Care Services. The MOH has asked for VillageReach’s Technical Assistance to aid in the transition and expansion of the call center.

Based in Nairobi, Kenya, the Technical Assistant (TA) to the Kenya Ministry of Health will be responsible for supporting and building the capacity of the Call Center Focal Point to

Plan the transition of the 7-1-9 COVID-19 line to the Kenya Ministry of Health;

Execute the transition of the 7-1-9 COVID-19 line to the Kenya Ministry of Health

Map the existing hotlines and services for manual and eventual electronic transfers from the hotline;

Oversee a technical assessment of what would be needed to integrate existing hotlines;

Support the MOH in their planning for the expansion of the call center to additional health topics and referral capabilities from a technological perspective .

The TA would sit at the Kenya Ministry of Health in the Division of Health Promotion within the Department of Primary Health Care Services and work with the focal point responsible for the call center.

This position will require close collaboration with many high-level government officials, donors, and partners.

Description

Essential Duties and Responsibilities]

1. Support the Ministry Plan the Transition of the 7-1-9 COVID-19 Line From Safaricom to the Kenya MOH in Line With the 1-year Work Plan (60%)

Work with the Health Promotion Call Center Focal Point to develop, establish, and coordinate a Task Force with relevant MOH and Safaricom members, to move the transition of the 7-1-9 line from Safaricom to the MOH and establish and implement a decision-making Steering Committee.

With support from the MOH and VillageReach Director, Digital Solutions, Health Center by Phone (HCBP) Technical Lead, and Director, Global Programs, support the Task Force to finalize a 5-year strategy for the program, 1-year work plan, transition strategy and plan, Human Resource staffing plan, post transition financing plan, and validate the costs

Help gather the costing materials needed for the 5-year strategy, 1-year plan, and ministry budgets.

Facilitate the development of the key KPIs needed for the call center.

Work with the MOH to develop a private sector strategy to manage relationships with Mobile Network Operators and technical service providers.

Build the capacity of the focal point to work with Safaricom to implement the transition plan.

Work with the ICT Department and Primary Health to develop a requirements list and configuration needed for the Customer Relationship Management (CRM) system and dashboard

Work with the MOH to determine any needed regulatory policies to operationalize and regulate the hotline.

Co-develop the Standard Operating Procedures for the call center using existing SOPs from the Malawi Health Center by Phone and coordinate with the Focal Point to get the SOPs validated by the appropriate officials.

Compile and develop, as needed, the Frequently Asked Questions, Interactive Voice Recordings, and written COVID-19 specific materials for the first phase of the call center.

Co-develop the Training Materials for the call center using existing training materials from the Malawi Health Center by Phone and work with the Focal Point.

Support the Focal Point in training call center staff.

Monitor the Call Center checklist and provide updates towards progress at weekly meetings.

Hold weekly meetings with the stakeholders to keep them abreast of the progress made towards achieving monthly action plans.

Support the official launch of the Call Center.

2. Map the Existing Hotlines for Manual and Eventual Electronic Transfers From the Hotline in Line With the Year 2-3 Activities in the 5-Year Strategy (10%)]

Compile a database of services and locations of services offered to integrate in the reference materials for the call center staff and eventually electronically allow for transfers.

3. Oversee a Technical Assessment of What Would be Needed to Integrate Existing Hotlines in Line With the Year 2-3 Activities in the

5-Year Strategy (20%)

Work with the VillageReach HCBP Technical Lead, Director Digital Solutions and ICT MOH to develop a requirements list for what would be needed technologically to integrate other hotlines into the call centre.

Work with the VillageReach HCBP Technical Lead, Director Digital Solutions and ICT MOH to develop a Request for Proposals from technology service providers for the government to release for assessing the technology of existing hotlines and integrate the MOH Call Center with those lines by the end of year 2.

4. Support the MOH in Their Planning for the Expansion of the Call Center to Additional Health Topics and Referral Capabilities From a Technological Perspective in Line With the Year 2 Activities in the 5-Year Strategy. (10%)

Develop a requirements list of technological needs

Develop a requirements list for what would be needed for the dashboard and what KPIs would need to be tracked to integrate other health topics.

Competencies:

Personal motivation and drive

Collaboration & effective communication

Commitment to diversity & inclusion

Commitment to excellence

Solution orientation & innovation

Requirements

Technical Qualifications:

Fundamental analytical and conceptual thinking skills, proven experience in integrations requirements analysis & documentation for healthcare information systems, some technical background or call center experience and project management for technical activities.

Experience working with Ministries of Health officials in Kenya.

Experience with health call centers and digital health. Working knowledge of digital health systems and understanding of how to develop technical requirements list.

Management and coordination skills. Ability to manage large amounts of work and work with others to accomplish the set objectives.

Significant health experience.

Writing skills and research skills.

Communication and interpersonal skills.

Personal Qualities

Energy, intelligence, diplomacy, attention to detail, organizational skills, sound practical judgment and the ability to work independently without supervision.

Commitment to the mission. Passion for the mission of VillageReach, including strong commitment to global health, and a belief in the role of private sector solutions to augment public health systems.

Education & Experience

Bachelor’s Degree in Business, Information Technology or related field. MBA or equivalent level qualification

A minimum of 5 years of experience in business analysis or a related field.

Project Management Certification

Other Qualifications

Comply with VillageReach’s COVID-19 vaccination policy.

Established cultural competency in partnering with racial, cultural and linguistically diverse groups.

Demonstrated understanding of challenges with working in rural, underserved and low-income context

Proficient in Microsoft Office Suite

Fundamental analytical and conceptual thinking skills.

Excellent written and verbal communication in English and Swahili;

Ability to establish and sustain professional relationships

Ability to work collaboratively and collegially in a small team and geographically dispersed team;

A track record of following through on commitments;

Excellent planning, organizational, and time management skills;

Experience leading and developing top-performing teams;

A history of leading and supporting successful projects;

Citizenship or already established residence and working permit in Kenya.

Environment and Physical Demands:

VillageReach has no private offices, employees work in a shared, open environment with task and conference rooms accessible to employees for privacy and meetings.

Due to the time zone differences between our USA office and our Country Offices and location of other global staff, US based staff are expected to be available for early morning meetings starting at 6am.

In addition, our Regional Africa based staff and Country office staff are expected to be available for late afternoon/evening meetings up to 6pm.

Closing Date: 26th October 2022

How to Apply

This is an immediate hire and therefore resumes will be reviewed on a rolling basis until filled.

Please submit your resume and a cover letter to our online portal

Compensation

The range for this position is $41,700 to $48,800.

For more information and job application details see: VillageReach Kenya MOH Call Centre Technical Advisor Jobs in Kenya

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