mothers2mothers (m2m) is an Africa-based NGO that unlocks the potential of women to eliminate paediatric AIDS and create healthy families across ten sub-Saharan African countries. m2m trains, employs, and helps empower women living with HIV to work as community healthcare workers in understaffed health centres and underserved communities. Through a peer-to-peer approach, these ‘Mentor Mothers’ deliver a range of health services, advice, and support to women and their families. Started in Cape Town, South Africa in 2001 with an initial focus on preventing mother-to-child transmission of HIV, m2m has innovated and built on its strengths and now provides family-centred support for a range of related health and social issues spanning pregnancy, birth, childhood, and adolescence. It also partners with governments and other NGOs on the adoption of its programme to spread the Mentor Mother Model and its benefits. m2m has a track record of scaling its services and proven impact. To date, m2m has reached over 11M women and children under two, and created more than 11,000 jobs for African women living with HIV. For more, visit www.m2m.org.
Help Desk Officer - Cape Town
Over the last decade, m2m’s programme strategy has achieved great strides in improving health outcomes for women, children and their families using our evidence-based face-to-face interpersonal communication and support of women, children, and their families. In response to the COVID-19 pandemic, mothers2mothers has diversified our programmatic service offerings to include an eService delivery range. The eService delivery range includes peer via phone services that are delivered by Mentor Mothers as well as interaction with m2m’s Virtual Mentor Mother platform using WhatsApp and USSD to delivery social behaviour change communication to pregnant women, children, adolescent and adults living with chronic diseases on their health and the COVID-19 pandemic. Through cell phone-based personalised support and conversations with women, men, children and adolescents, based on their segmentation, m2m aims to support universal health coverage in 10 countries in Sub-Saharan Africa. We pride ourselves in being open to new ways of thinking, and encourage diverse points of view. Experience is important to us, but not as much as a team player who has ideas and passion to bring to the table.
The purpose of this job is to manage the help-desk which supports m2m’s clients accessing the Virtual Mentor Mother 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. Based in Cape Town.
Key Performance Areas
Support innovative approaches to systems uptake
- Work with the Senior Programme Officer in charge to educate country teams about the Virtual Mentor Mother Platform use and best practices for sign up and promote consistent use
- Work with the m2m Communications team and Programmes team on highlighting key FAQs that may require independent SBCC strategies
- Lead capacity building efforts for countries to adopt and utilize the Virtual Mentor Mother Platform
- Work with country teams and the SBCC Advisor to lead accelerated plans for scaling up use of the Virtual Mentor Mother Platform in implementing countries
Manage FAQs on the Virtual Mentor Mother Platform
- Provide day to day management of FAQs ensuring timely access, consolidation and feedback
- Provide accurate responses through the Virtual Mentor Mother Platform Helpdesk system to m2m clients interacting with the platform
- Respond to questions using existing responses that are being sent through the system from the Virtual Mentor Mother 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
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 and able to review and apply similar policies for other m2m countries under guidance of m2m’s DPTS technical team
- Knowledge of and ability to apply the Batho Pele principles
- High aptitude to learn and use varied technological solution
- Have stable, unlimited and uncapped internet connection set up to work remotely
- Excellent communication and interpersonal skills, including cultural sensitivity.
- Excellent writing skills including analytical reports .
- Excellent ability to read, understand and write English, isiZulu and SeSotho
- Highly organized, reliable, with excellent attention to detail.
- Proven ability to manage multiple tasks and work to strict deadlines.
- Ability to work independently as well as in a team.
- Ability to work under high pressure, meet deadlines, monitor and follow-up on pending matters under minimum supervision.
- Strong IT skills essential, including MS Word, Excel and Powerpoint.
mothers2mothers is an equal opportunity employer. We particularly encourage applications from people living with HIV and AIDS (PLWHA), people with disabilities, women and previously disadvantaged people.
Competitive salary packages will be negotiable in accordance with m2m’s remuneration policies.
Interested applicants should apply for this position via https://www.m2m.org/careers/ by 23 October 2020.