Job Title: Call Centre Counselor
Organization: Marie Stopes International (MSI)
Duty Station: Kampala, Uganda
About MSI:
Marie Stopes International (MSI) exists to bring quality family
planning and reproductive healthcare to the world’s poorest and most vulnerable
people. We’ve been delivering family planning, safe abortion, and maternal
health services for over 35 years. Millions of women worldwide turn to us for
help each year, whether in limiting the size of their families, or avoiding
dangerous complications in pregnancy or unsafe abortion.
planning and reproductive healthcare to the world’s poorest and most vulnerable
people. We’ve been delivering family planning, safe abortion, and maternal
health services for over 35 years. Millions of women worldwide turn to us for
help each year, whether in limiting the size of their families, or avoiding
dangerous complications in pregnancy or unsafe abortion.
Job Summary: The Marie
Stopes Call Centre Counselor will be esponsible for ensuring callers receive
the information and referral services appropriate to their request.
Stopes Call Centre Counselor will be esponsible for ensuring callers receive
the information and referral services appropriate to their request.
Key Duties and
Responsibilities:
Responsibilities:
1. Provide quality counselling, information and referral to callers:
- Provide
professional and impartial information and guidance to callers on SRH and
FP issues - Refer
clients to their nearest clinic for services using mapping technologies - Provide
e-vouchers to client for key services where relevant - Refer
clients with complex problems to specialists or to other institutions
2. Carefully document client information:
- Accurately
input each callers data into the Hotline data capture tool - Ask
clients key questions to ensure specific data fields are completed within
the data capture tool - Maintain
strict confidentiality with client data
3. Build Update call center library with materials and resources:
- Develop
and continuously update the Hotline referral database. - Actively
participate in regular trainings and capacity building activities geared
at equipping counselors with the latest telephone counseling techniques
4. Provide information on caller trends to the Hotline and Public
Relations Specialist and other departments as requested:
Relations Specialist and other departments as requested:
- Write
reports summarizing key issues and case studies from callers on a monthly
basis. - Collate
and present accurate data to other departments as requested - Attend
counselor’s daily debriefing and mentoring sessions
Qualifications, Skills and
Experience:
Experience:
- The
ideal candidate should preferably hold a bachelor’s degree in Counseling,
Psychology or Nursing - At
least one year’s experience in providing counseling services in areas
mentioned. - Telephone
counseling experience is desirable. - Working
knowledge of at least two or more local languages (Lugisu preferred but
not essential). - High
level of verbal communication skills - Clear
documentation skills - Strong
problem solving skills - High
level of computer literacy - Excellent
skills in active listening, speech recognition and social perceptiveness - Availability
to work over weekends and evening hours
How to Apply:
All candidates who wish to join Marie Stopes are strongly encouraged to
send an updated CV and cover letter by email to [email protected]
send an updated CV and cover letter by email to [email protected]
NB: Please do not attach transcripts
Deadline: 9th April, 2015 by 5pm
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