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Marie Stopes Kenya
Job Title: Youth Friendly Service Provider
Location: Various – outreach
Reporting to: Outreach Team leader or Centre Manager
Probationary Period: 3 months
Contract Type: Fixed Term – 2 years
Job Framework: Reporting to and working with the Outreach Team Leader or Centre Manager (dependent on post), the Service Provider’s main role is to provide contraceptive counselling, long-acting methods of contraception and other clinical services to young people and adolescents.
The Service provider is expected to deliver, maintain and promote high clinical and quality standards expected by MSK and to contribute to the improved financial performance of this important delivery channel.
Providers must be willing to offer exceptionally compassionate, professional and confidential services to the very young and at risk clients
Post-holders assigned to outreach teams are expected to spend at least 5 consecutive days per month away from the regional base ensuring access to services for isolated communities.
MSK is a marketing focused, results oriented social enterprise. We develop efficient, effective and sustainable family planning and reproductive health programmes in Kenya. MSK provides services to men and women over 230,000 times a year.
The primary responsibility of this role is to further MSK’s mission of ensuring the individuals right to: CHILDREN BY CHOICE NOT CHANCE
It is a role requirement that the job holder must fully comply with, promote and live MSI CORE VALUES: mission driven, customer focused, results orientated, pioneering, sustainable and people centered
Key Responsibilities and Measures
1. Client Care
- To provide comprehensive client counselling on reproductive health, contraceptive options and other services with a special focus on the Youth and adolescents.
- To ensure that all clients are treated with sensitivity, respect, and consideration. If complaints are raised, to be able to effectively manage and resolve them and to promptly refer to the Team Leader if the client complaint continues or is of a serious magnitude.
- To maintain the highest possible standard of client care by providing quality care to all clients.
- To implement a smooth, efficient client flow to minimise client waiting times.
- To monitor and evaluate client care continuously and recommend improvements as necessary.
- To provide accurate information to clients, and their families where required, to enable clients to make informed decision about their reproductive & sexual health.
Measures
- Client satisfaction achieved.
2. Budgetary Control
- To ensure sufficient supplies are available to provide services without disruption and that stock is dispensed and counted accurately; stock cards are updated continuously and waste and spoilage of stock (i.e. expired stock) and stock outs are minimised.
- To comply with all financial standing operating procedures including accurate and timely management of advances and surrenders required for outreach provision.
Measures
- Lack of stock outs
- Financial protocols compliance
3. Technical & Clinical Service provision
- To provide all of the following clinical services to a consistently high standard and in accordance with clinical guidelines and protocols:
- All methods of short and long-term contraceptive methods, including injections, implants and IUDs.
- Removal of implants and IUDs where required.
- Assistance with tubal ligation and vasectomy procedures.
- Cervical screening, STI screening and treatment and VCT.
- To conduct weekly checking of essential equipment, promptly inform the Team Leader of their current status, and following up repairs or maintenance as required.
- To carry out all nursing procedures (as laid down in the procedure manual).
- To maintain high standards of cleanliness and infection control measures.
- To ensure instruments are appropriately sterilised and stored in compliance with infection control protocols.
- To order medical supplies and consumables in good time to avoid shortage.
- To ensure proper storage of medical supplies.
- To support clients through the provision of vocal local techniques during procedures.
- To attend clinical training and supervision as required.
Measures
- Improved quality of clinical care.
- Continuous CMEs conducted.
- Reduced cases of complications.
- CYPs acquired.
4. Record Keeping, reporting and performance management
- To ensure accurate client records are maintained in both the client record book and daily register.
- To ensure all client information is kept confidential at all times and stored appropriately.
- To provide accurate, timely collation of activity data for internal and external reporting purposes.
- To analyse activity trends and ensure performance targets are achieved, pro-actively identifying and implementing opportunities for improvements.
- To assist in the collection of client feedback data.
- Improved quality of clinical care.
- Continuous CMEs conducted.
- Reduced cases of complications.
- CYPs acquired.
Measures
- All clients’ records and consent forms are kept in a safe and easy to retrieve area.
- Timely performance review conducted, recorded and reported.
- Client Mobilisation is achieved
5. Promotional Activities
- To fully participate in planned promotional activities including educational and awareness-raising events with clients, community members and other stakeholders.
- To positively promote Marie Stopes Kenya as a leading, quality provider of reproductive & sexual health services.
6. Team Values
- To actively contribute to achieving the team targets set by Marie Stopes Kenya.
- To attend & contribute to team meetings and the creation and implementation of work plans.
- To continuously strive to improve client satisfaction and deliver client-focussed, high quality care.
- To support new team members in their induction & orientation and assist with training as required.
7. Professional and Ethical Conduct
- Marie Stopes Kenya nursing and midwifery staffs are expected to observe the relevant code of conduct for nurses and midwives in Kenya in regard to professional and ethical conduct.
- All clinical care must be provided in accordance with the highest standards of clinical care and safety.
- You must observe high standards of personal grooming and general hygiene and ensure your appearance is neat & tidy at all times whilst on duty.
- You are expected to wear the Marie Stopes Kenya uniform at all times when on duty.
- You are expected to act professionally at all times, maintaining excellent client-focussed care especially when circumstances are challenging
- You are expected to act with financial integrity at all time. Marie Stopes Kenya has a zero-tolerance approach to fraudulent activities, including siphoning of clients for personal financial gain.
- Any other duties as maybe assigned by the Programmes Director.
Skills and Experience
Qualifications:
- Bachelor’s degree in Psychology, Social Sciences or Business Management
- Minimum of one year working experience in a call centre set up
- Ability to manage and develop team members
- Courses in communication and client management and nursing background will be an added advantage.
Experience:
- Knowledge of customer service principles and practices
- Fluent communication in both English and Kiswahili
- At least one year working experience in an SRH organisation.
- Customer service experience.
- Knowledge of administration and clerical processes.
- Good knowledge of MSK services and services delivery channels
- Ability to work long hours and in a shift system
- Prior experience in a call centre environment ( an added advantage )
Skills:
- Verbal and written communication skills
- Effective listening Skills
- Attention to detail
- Initiative
- Non-judgemental
- Adaptability
- Excellent computer skills
- Team work
- Stress tolerance
- Resilience
- Positive attitude
- Respect for others
Attitude / Motivation:
Successful performance at MSI is not simply defined in terms of ‘what’ people achieve, but equally is about ‘how’ people go about their jobs and the impact that they have on others.
There are 13 key behaviours that MSI encourages in all employees and they are defined below:
Initiative
- Thinking ahead and taking action to make the most of opportunities by finding the optimum solution
Innovative
- Thinking creatively and outside of the box so that ideas generated create a positive outcome
Effective Communication
- Communicating through active listening and good questioning techniques, using appropriate body language, ensuring information is clear and concise.
Responsive
- Being responsive to changing priorities and demands
Working Efficiently
- Planning, prioritising and organising work to ensure work is accurate and deadlines are met
Sharing Information
- Sharing information and knowledge whilst maintaining confidentiality
Focus on Learning
- Taking responsibility for keeping knowledge and skills updated and for seeking opportunities to develop further
Commitment
- Awareness and understanding of goals, vision and values and how your role impacts on this and going the extra mile to meet role requirements
Driven
- Drive and determination to deliver results
Accountable
- Taking responsibility for appropriate decisions that you make, and the actions and behaviour you demonstrate
Embracing Change
- Openness to embracing change within the organisation and being able to adjust plans/activities accordingly
Motivated
- Motivation towards achieving quality results to maximise potential
Team Player
- Working as part of a team by being supportive, flexible and showing respect for each other
How to Apply
Applications quoting the position title with detailed CV, with contact details of 3 referees including their email addresses (1 of which should be your immediate supervisor, 1 former supervisor and 1 any other but not a relative) should be submitted to: info@sheerlogic.co.ke on or before 11th May 2016.
Only shortlisted candidates will be contacted
NB: Please clearly indicate in the subject line as “Youth Friendly Service provider”
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