Background information about the job or company (e.g., role context, company overview)

Consultants for Nia HealthLink Project

Responsibilities or duties

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

Must have attained the Kenya Certificate of Secondary Education (KCSE).

Must have a public/community health or social work background with demonstrated experience.

Must be able to provide a certificate of good conduct at the time of hiring, if selected, provide references and complete a child protection documentation to demonstrate a clean record.

Excellent oral and written communication skills, including the ability to have safe, rights-based conversations about stigmatized topics.

Strong note taking and reporting skills with excellent attention to detail.

Fluency in spoken English, Swahili and local vernacular languages spoken in the County one is applying for, as stated above.

Familiarity with adolescent health and safety issues affecting the regions listed and in Kenya

Must live in an area with a strong mobile network.

Must live in the listed counties.

Must have access to electricity to charge phone and/or laptop battery at all times during shifts

• Respond promptly and professionally to calls during assigned 8-hour shifts.
• Provide calm, respectful, and non-judgmental support to callers, maintaining confidentiality at all times.
• Deliver accurate, factual, and rights-based information using approved scripts and resources.
• Assess callers’ needs and make safe and appropriate linkages or referrals to vetted service providers.
• Record each interaction accurately, including caller questions and any follow-up required.
• Document unanticipated or complex queries and escalate them to ZanaAfrica staff for guidance.
• Submit weekly call summaries and reports using ZanaAfrica’s reporting templates.
• Participate in training, refresher training and regular debrief sessions with the hotline team.

• Excellent oral and written communication skills
• Ability to have safe, rights-based conversations about stigmatized topics
• Strong note taking and reporting skills
• Excellent attention to detail
• Fluency in spoken English, Swahili and local vernacular languages
• Familiarity with adolescent health and safety issues

• Kenya Certificate of Secondary Education (KCSE)
• Public/community health or social work background with demonstrated experience
• Certificate of good conduct
• References
• Child protection documentation