Job at IntraHealth International : Call Center Officer, Kigali, Rwanda

Job at  IntraHealth International : Call Center Officer, Kigali, Rwanda

Job at IntraHealth International : Call Center Officer, Kigali, Rwanda


Why Choose IntraHealth

At IntraHealth, we are a global team of creative, committed humanitarians on a mission. We are advocates, technologists, health workers, and communicators. Program officers, finance experts, and technical leaders. We are passionate and diverse. And we’re united in our belief that everyone everywhere should have the health care they need to thrive. That’s why we work every day to improve the performance of health workers around the world and strengthen the systems in which they work.

For almost 40 years in over 100 countries, IntraHealth has partnered with local communities to make sure health workers are present where they’re needed most, ready to do the job, connected to the technology they need, and safe to do their very best work.

Our programs are designed with a deep understanding of and appreciation for the context of human rights, gender equality and discrimination, economic empowerment, and changing populations. And the longstanding relationships we’ve built with government agencies, private-sector partners, and members of civil society make our efforts stronger and more effective.

IntraHealth is the prime implementer of the USAID-funded Ingobyi Activity – a five-year award designed to improve the quality of reproductive, maternal, newborn and child health (RMNCH) and malaria services, in a sustainable manner with the goal of reducing neonatal, child and maternal mortality in Rwanda. The Ingobyi Activity builds upon the tremendous gains Rwanda has made in the health sector as well as previous USAID investments in the health sector to provide a healthier, more productive future for all Rwandans.

Join us and together we can make lasting changes in global health �for all of us

Summary of role

The incumbent will be required to educate the Rwandan population and motivate them to adopt positive behaviors related on improving their health status. S/he will provide information, guidance and follow up requests related to health, especially very sensitive issues, such as Ebola and other outbreaks using the 114 hotline and provide timely responses to questions and guidance to clients’ inquiries received through the 114 Call Center.

Essential functions

The Call Center Officer will educate the population to adopt positive behaviors related their health. Additionally, s/he will perform the below tasks:

Provide all needed information, guidance and follow up people’s requests related to health and especially very sensitive issues, including Ebola and other outbreaks using the 114 hotline;
Timely and effectively provide responses to questions and guidance to other clients’ inquiries in 114 Call Center;
Collect necessary information from concerned levels to be able to effectively provide responses to questions raised by the clients;
Provide necessary information related to delivery of medical services to people seeking medical guidance and information;
Refer the population in need to appropriate entity or health providers for additional assistance;
Provide educative messages on disease prevention to the population whenever necessary;
Give psychological and counseling support to people infected and affected by different diseases;
Maintain communication equipment by reporting any problems;
Maintain and improve quality results by adhering to standards and guidelines, and recommend improved procedures;
Channel all inquiries beyond her/his scope of work to his/her immediate supervisor for further action;
Ensure that 114 Call Center database is regularly updated for all contacts across the country;
Actively participate in any quality improvement initiatives;
Assist and advise his/her supervisor in developing weekly, monthly, quarterly and annual reports;
Adhere to confidentiality of all health/medical information received in 114 Call Center; and
Perform any other duties assigned by supervisor.
Requirement and qualifications


Bachelor’s degree in journalism, communication, international relations, marketing, social sciences, linguistics, literature and related degree is mandatory (Compulsory)


Applicants in possession of the following experiences will have an added advantage:

Three (3) years of working experience as public relations, communication, health promotion officer;
Three (3) years of working experience providing psychological and counseling support to people infected and affected by different diseases
Effective public relations and public speaking;
Comprehensive knowledge of the interview tools, practices and processes;
Working independently and without close supervision; and
Experience in organizing and conducting interviews.

Public Service Values and Principles

The following public service values and principles are considered mandatory (Compulsory) for the idea candidate:

High standards of professional ethics and secrecy;
Efficient, effective and economic use of resources;
Responsive, prompt, effective, impartial and equitable provision of services;
Devotion and serving public interest;
Accountability for administrative decisions;
Transparency and provision to the public of timely and accurate information;
Customer care;
Time management;
Zero tolerance to corruption, rape and sexual harassment; and
Decency and integrity.
Core competencies

Leadership: Entrenches and inspires a sense of vision and motivation. Is collaborative and has a drive to achieving institutional vision, mission and goals.
Integrity: Promotes impartiality, fairness, and honesty. Takes prompt action or proposes solutions to stop unprofessional or unethical behavior.
Inclusiveness: Engages and demonstrates respect for intellectual views of others, gender, age, people with disability, culture and beliefs.
Accountability: Accepts and assumes responsibility for work and decisions. Reports work done, and explain decisions taken. Accepts mistakes and failures and endeavors to take corrective action or bears the consequences.
Communication: Understands clearly situations and communicates his/her message with clarity to a relevant audience. Listens attentively to others with an open mind and provides feedback. Uses proper channels of communication.
Professionalism: Demonstrates strict adherence to ethical and performance standards. Exhibits a sense of ownership, responsiveness, urgency and courtesy.
Clients/Citizen Focus: Values client relationship and treats clients with respect and courtesy. Provides high quality services that address Client/Citizen needs and expectations.
Duration of assignment

The duration of this position is 10 months, but may be extended subject to availability of funding and performance.

Summary of Benefits

Remuneration for this position will be based on the Government of Rwanda compensation rate. IntraHealth International is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law, and requires affirmative action to ensure equality of opportunity in all aspects of employment. This is also to include inquiry about, disclosing, or discussing their compensation or the compensation of other applicants or employees.

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