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
Contract Type: Fixed Term – 2 years
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
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:
1.
All methods of short and long-term contraceptive methods,
including injections, implants and IUDs.
2.
Removal of implants and IUDs where required.
3.
Assistance with tubal ligation and vasectomy procedures.
4.
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:
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.
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
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.
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”
