Senior Technical Officer – Client Experience & Prevention

Senior Technical Officer – Client Experience & Prevention
Chipata, Zambia


Title: Senior Technical Officer, Client Experience and Prevention – X1

Supervisor: Care and Treatment Lead

Location – Chipata

About FHI 360:

FHI 360 is a nonprofit human development organization dedicated to improving lives in lasting ways by advancing integrated, locally driven solutions. Our staff includes experts in health, education, nutrition, environment, economic development, civil society, gender, youth, research, and technology — creating a unique mix of capabilities to address today’s interrelated development challenges. FHI 360 serves more than 70 countries and all U.S. states and territories. We are currently seeking qualified candidates for the position of: Senior Technical Officer, Client Experience and Prevention

Job Summary/Responsibilities:

Senior Technical Officer, Client Experience and Prevention will work directly under the Care and Treatment Lead to enhance systems for client retention for the PEPFAR/Centre for Disease Control (CDC) funded, FHI 360-led Technical Assistance (TA) Project to the Eastern Province Health Office (EPHO). S/he will assist in providing technical support in all HIV Prevention services including VMMC, PNS/Index testing, PrEP, CaCx, eMTCT and GBV/IPV. S/he will support EPHO to expand anti-retroviral therapy (ART) access and retention services in the province. S/he will use statistical analysis systems, such as other data analytics as appropriate to support the facility-based Client Experience Associate (CEA) to ensure respectful, responsible client experience. S/he will provide technical support and oversee the provision of treatment literacy, attendance to clients’ inquiries/queries/complaints and facilitation of feedback from the healthcare team.

Duties and responsibilities:

Provides technical oversight to build and maintain a formidable health care worker-client relationship management standard, to reinforce clients’ trust and loyalty to the healthcare system. Supports design, monitoring and evaluation of activities regarding client experience orientation, and supervision of teams who lead these activities. Supports capacity building and contributes to the overall strategic goals of any assigned programs. Based on data, creates, or revises concepts based needed to facilitate strategic goals for client experience. Designs and oversees the implementation of client verification systems for maintaining, updating, and managing client files/accounts by keeping records of client interactions. Designs/strengthen the implementation of appointment scheduling systems for clients Oversee the supervision of Client Experience Associates in the health facility. Provides technical leadership for all HIV prevention interventions Perform any other duties as may be assigned.

Qualifications and requirements:

Master’s Degree in Public health or its International Equivalent Knowledge/Information Services, Communications, Education, Environment, Health, Behavioral, Life/Social Sciences International Development, Human Development or Related Field. Nurse, Clinical Officer, Medical Doctor, or related qualification Advanced training in HIV Prevention, Clinical Care/ART, and training in program management. Typically requires 5-7 years of project management experience within a research environment. Articulate, professional, and able to communicate in a clear, positive manner with clients and staff. Must be able to read, write and speak fluent English, also local languages. Related prior work experience preferred. Experience must reflect the knowledge, skills and abilities listed above.

This job description summarizes the main duties of the job. It neither prescribes nor restricts the exact tasks that may be assigned to carry out these duties.

FHI 360 is an equal opportunity and affirmative action employer. FHI 360 is an equal employment and affirmative action employer whereby we do not engage in practices that discriminate against any person employed or seeking employment based on race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, marital status, disability, veteran status, genetic information or any other status or characteristic protected under applicable law.

The closing date for receiving all applications is 17, November, 2020.

*Please note that only shortlisted candidates will be contacted.

This job posting summarizes the main duties of the job. It neither prescribes nor restricts the exact tasks that may be assigned to carry out these duties. This document should not be construed in any way to represent a contract of employment. Management reserves the right to review and revise this document at any time.


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