Professional Counsellors x12 Lifeline/Childline Zambia

Reporting to: Call Centre Manager

Experience, Academic Qualifications and Skills

While reporting to the Call Centre Manager, answer incoming calls from clients who want to be counselled, respond to inquiries, manage complaints, and provide general information that mainlyinclude but not limited to referrals and project a professional image through voice interactions.

Responsibilities

• Identify problems and set priorities with the clients.
• Assist clients in making informed decisions
• Reassuring clients about the confidentiality when doing pre-and post-counselling
• To provide ongoing appropriate, supportive counselling to HIV, ART and TB patients, with appropriate referral to other supportive services.
• Detect and report barriers to adherence.
• To provide education and information on HIV / STI / TB and ART related issues in the community.
• Build up rapport between patients and workplace.
• Participate in community awareness and education initiatives and be a link between, family, community, patient and the clinic.
• Liaise between patients in the community / workplace and a health facility for entering to care.
• Presenting reports to multi disciplinary teams for inputs.
• Referral of patients to relevant departments.
• Entering into the daily register each patient counselled or educated i. e. their age, gender etc.
• Communicate the statistics to the Line manager by the 25th of each month.
• Compile and store regular reports relating to Lifeline/Childline Zambia – supported HIV service as required by management.
• Identify and escalate issues to supervisors.
• Research required information using available resources
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in calls.
• Follow up client calls where necessary
• Inform clients by explaining procedures; answering questions.
• Maintain communication equipment by reporting problems.
• Maintain and improve quality results by adhering to standards and guidelines;
• Recommending improved procedures.
• Other duties as assigned

Qualifications and Experience

• Grade 12 Certificate
• Diploma in Psycho social Counselling or any related field.
• Basic HIVAIDS training
• 2 years’ experience in counselling supervision.

Technical and Behavioural Competencies

• Able to operate IT related communication gadgets
• Problem solving skills
• Counselling skills
• Ability to work under pressure
• Ability to show empathy
• Good interpersonal skills
• Ability to communicate in local language(s)
• Ability to perform TBHIV counselling

Technical and Behavioural Competencies

• Able to operate IT related communication gadgets
• Problem solving skills
• Counselling skills
• Ability to work under pressure
• Ability to show empathy
• Good interpersonal skills
• Ability to communicate in local language(s)
• Ability to perform TBHIV counselling