Posted on :
13 Oct, 2020
mothers2mothers (m2m) is an Africa-based NGO that unlocks the potential of women to eliminate paediatric AIDS and create healthy families across ten sub-Saharan African countries. m2m trains, employs, and helps empower women living with HIV to work as community healthcare workers in understaffed health centres and underserved communities. Through a peer-to-peer approach, these ‘Mentor Mothers’ deliver a range of health services, advice, and support to women and their families.
Started in Cape Town, South Africa in 2001 with an initial focus on preventing mother-to-child transmission of HIV, m2m has innovated and built on its strengths and now provides family-centred support for a range of related health and social issues spanning pregnancy, birth, childhood, and adolescence. It also partners with governments and other NGOs on the adoption of its programme to spread the Mentor Mother Model and its benefits. m2m has a track record of scaling its services and proven impact. To date, m2m has reached over 11M women and children under two, and created more than 11,000 jobs for African women living with HIV. For more, visit www.m2m.org.
Job Title: Help Desk Officer
Location: Cape Town
Over the last decade, m2m’s programme strategy has achieved great strides in improving health outcomes for women, children and their families using our evidence-based face-to-face interpersonal communication and support of women, children, and their families. In response to the COVID-19 pandemic, mothers2mothers has diversified our programmatic service offerings to include an eService delivery range. The eService delivery range includes peer via phone services that are delivered by Mentor Mothers as well as interaction with m2m’s Virtual Mentor Mother platform using WhatsApp and USSD to delivery social behaviour change communication to pregnant women, children, adolescent and adults living with chronic diseases on their health and the COVID-19 pandemic. Through cell phone-based personalised support and conversations with women, men, children and adolescents, based on their segmentation, m2m aims to support universal health coverage in 10 countries in Sub-Saharan Africa. We pride ourselves in being open to new ways of thinking, and encourage diverse points of view. Experience is important to us, but not as much as a team player who has ideas and passion to bring to the table.
The purpose of this job is to manage the help-desk which supports m2m’s clients accessing the Virtual Mentor Mother Platform along their client journey including COVID-19 prevention and control, maternal and child health, adolescent health, chronic illness. As a Help Desk Operator, you need to be prepared to answer any questions that the users may have about the service or their treatment journey by selecting from a set of responses to FAQs. You need to ensure that clients receive responses to their questions within 24 hours of sending their question, and that they are well informed and supported throughout their journey. This may require you to consult the Head Office Department of Programme and Office Support content experts or the Country Senior Programme teams. Based in Cape Town.
Key Performance Areas
Support innovative approaches to systems uptake
Manage FAQs on the Virtual Mentor Mother Platform
Systems monitoring and reporting
Qualifications and Experience:
mothers2mothers is an equal opportunity employer. We particularly encourage applications from people living with HIV and AIDS (PLWHA), people with disabilities, women and previously disadvantaged people.
Competitive salary packages will be negotiable in accordance with m2m’s remuneration policies.
Interested applicants should apply for this position via https://www.m2m.org/careers/
Application Deadline: 23 October 2020.