Telephone Hotline Operator - Consultants for Nia HealthLink Project- Nyeri at Zana Africa

ROLES AND RESPONSIBILITIES

• 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.

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