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  • Posted: Nov 5, 2020
    Deadline: Nov 20, 2020
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  • Jacaranda Health is a social enterprise and operates as a 501(c)3 in the US. Our mission is to transform maternal health care in East Africa and make pregnancy and childbirth safer for women and newborns. If you are interested in donating or partnering with Jacaranda Health, please visit our Donate page. Jacaranda’s staff is made up of professional...
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    Client Success Agent

    We currently run two large programs which focus on increasing health-seeking behavior amongst pregnant women/new moms through digital health (“PROMPTS”) and improving provider
    knowledge and skills to handle emergency obstetrics through a mentor model (“MENTORS”).

    Jacaranda has research and design components within each of these programs.

    Our key metrics include:

    • Increasing antenatal care attendance, postpartum care-seeking, skilled delivery care, postpartum family planning uptake, exclusive breastfeeding for 6 months, and knowledge of danger signs amongst pregnant women/new mothers
    • Decreasing rates of maternal and neonatal mortality through proper management of delivery and immediate postpartum/newborn care, as well as through facility-level quality improvements

    Please visit http://www.jacarandahealth.org for more details.

    Job Summary: This role is seeking a Client Success Agent to work in the Help Desk team under the PROMPTS program. This individual will work with the Client Success Associate to ensure mothers in our helpdesk are getting the services they need.

    We are looking for someone who is interested in building skills in customer service and health education. This person should be intelligent, passionate, and customer-centric.

    The clinical helpdesk agent will report directly to the Client Success Associate.

    Primary Responsibilities

    This role will include the following responsibilities:

    • Respond to 200+ questions each day from users via SMS (possibly other channels such as Facebook and Telegram as well)
    • Make sure all questions are responded to within 1 hour (high priority questions) or 4 hours (lower priority questions) during working hours with possibility of working over the weekends or public holidays with overtime compensation
    • Continuously update Q&A database as applicable and alert a supervisor if the messaging platform or FreshDesk stops functioning
    • Ask for help if a medical response is needed (and not in the existing database) from a medical professional. Do not guess about medical information.
    • Refer clients to the appropriate partner organization for specific issues (mental health, miscarriage/loss, abuse, etc)
    • Understand clients’ perspectives and feedback on the services they have received and communicate insights to the Q&A team
    • Progress reports should be shared with the supervisor on a weekly basis.
    • Report daily to the supervisor on the number of questions answered and any possible challenge that needs to be addressed.
    • Send a weekly report to the supervisor with a spreadsheet showing week’s progress
    • Send a monthly report latest by 30th/31st on the month’s progress, questions answered, lessons learnt, successes, challenges, solutions provided and recommendations on how to improve the Q&A.
    • Support in training new clinical help desk agents as needed.
    • Any other duties

    Qualifications

    Required

    • Diploma or degree in Health Promotion or other health-related field
    • 1-2 years of experience in Health
    • 1-2 years of experience in customer-facing work, such as customer service, customer success, research, sales
    • Fluency in English and Kiswahili; ability to translate written answers between these two languages
    • Typing skills and willingness to improve typing skills
    • Detail oriented and accurate in responding to queries
    • Self-starter: interested in growing skills, giving and receiving feedback, self-aware
    • Excellent oral and written communication skills in both English and Kiswahili
    • Dependable and upholding highest level of honesty and confidentiality
    • High attention to detail and problem-solving skills
    • Proactive, self-motivated and team-oriented
    • Ability to multitask effectively
    • Ability to withstand demanding targets; does well under pressure

    Desired

    • Experience or familiarity with maternal or newborn health
    • Familiarity with Google Drive
    • Passion for mothers and children and providing them with health information is a MUST!

    Contract Period: This is a full time position, on a one year contract basis, renewable subject to performance and availability of funding.

    Work hours.

    • You will be expected to work on a shift basis, totaling to 40 hours a week.
    • Shifts will be set and communicated to you by your manager every week.

    go to method of application »

    Research Manager

    We currently run two large programs which focus on increasing health-seeking behavior amongst pregnant women/new moms through digital health (“PROMPTS”) and improving provider knowledge and skills to handle emergency obstetrics through a mentor model (“MENTORS”).

    Jacaranda has research and design components within each of these programs.

    Our key metrics include:

    • Increasing antenatal care attendance, postpartum care-seeking, skilled delivery care, postpartum family planning uptake, exclusive breastfeeding for 6 months, and knowledge of danger signs amongst pregnant women/new mothers
    • Decreasing rates of maternal and neonatal mortality through proper management of delivery and immediate postpartum/newborn care, as well as through facility-level quality improvements

    Please visit http://www.jacarandahealth.org for more details.

    Job Summary: Jacaranda Health is seeking a Research Manager to support a rigorous evaluation of Jacaranda’s two core programs together with researchers from Harvard University.

    The USAID-funded study will take place across ~40 health facilities in multiple counties in Kenya over ~18 months. The Jacaranda research manager will be a key focal point for the researchers,
    data collection partners, Jacaranda program teams & leadership, making sure all parties successfully execute study activities and reflect on lessons in the process.

    The Research Manager will report to the Senior R&D manager, working closely with Jacaranda’s research and design team. It is expected that 50-75% of the Research Manager’s time will be spent on the evaluation study, whereas the remaining 25-50% will be contributing to other Jacaranda research and design initiatives, especially supporting the development of M&E processes across projects.

    Primary Responsibilities

    This role will include the following responsibilities:

    • Provide management of USAID-funded program evaluation study, including liaising with data collection partners and research advisors, and supporting planning and coordination with Jacaranda’s government partnerships team and programs teams to implement study interventions.
    • Oversee piloting of tools, ensure overall data quality, and help refine and manage process evaluation.
    • Contribute to various write-ups, reports, and publications from the evaluation.
    • Actively participate in team of Jacaranda Health, providing informed opinions for strategic direction, internal culture-building, and operations
    • Supports the development of monitoring & evaluation (M&E) systems across Jacaranda’s programs
    • Potentially manages 1-2 research assistants or research coordinators
    • Participates in Jacaranda R&D activities such as designing and testing new health messages, A/B testing surveys, analysis on key indicators for the programs teams, etc.

    Requirements

    Professional Qualifications

    • Masters Degree in Public Health (MPH, MSC) or related field

    Experience and Expertise

    • Minimum of 3 years of experience in project management including supervising teams
    • Previous experience coordinating/managing large research projects
    • Expertise with quantitative research designs and methods
    • Expertise with statistical analysis in STATA, R, SPSS or similar program
    • Proficient in computer skills including Word, Excel, PowerPoint, Google Drive
    • Experience working with the Kenya MOH and/or county governments
    • Experience with grant-writing and reporting to international donors/funders

    Personal Characteristics

    • Demonstrated high level written and verbal communication skills including reports and advice for key internal and external partners.
    • Knowledge of health indicators and outcomes, especially related to MNCH
    • Passion for maternal and child health

    What would get us excited?

    • Fluency in Kiswahili
    • Clinical knowledge of maternal and newborn health
    • Experience and expertise in M&E for organizations and projects
    • Previous experience working with USAID
    • Knowledge or experience with mobile health programs

    Contract Period: This position is expected to be for an initial contract of 12 months, based in Nairobi, with up to 25% travel within Kenya.

    Method of Application

    Use the link(s) below to apply on company website.

     

    No hard copies required or accepted.

    Due to the volume of applications, only shortlisted candidates will be contacted.

    Application Deadline: November 20, 2020

    Preferred Start Date: January 11, 2020

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

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KSh 114K from 4 employees
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