Mental health nurse
Working under the guidance and supervision of the Mental health officer, the Mental health nurse is directly responsible for the provision of MHPSS care and assist individuals, groups, and communities in Hagadera refugee camp suffering from the effects of mental disorders, Drug abuse, torture and war trauma in order to reduce their suffering, rehabilitate and enable them to rebuild their lives and communities.
In collaboration with Health team and under the supervision of the mental health officer include and are not limited to:
Do Consultations at the 3 mental health clinics in the camp and supervision of the Incentive staff working at the various clinics charged with the assessment of psychiatric patients, appropriate interventions, rational prescriptions and referrals of individuals in the camp/local community for other services.
Ensure that all required documentation is completed in a timely and in a professional manner.
Provide Psychological First Aid (PFA) to address the mental health needs of the refugees and host community
Develop, plan, and facilitate trainings for the refugee mental health dept. staff, CHW’S, Medical assistants, Nurse Aids, community leaders, religious leaders, support groups, Teachers, other stake holders and do community awareness campaigns.
Preparation and compiling of quality departments work plans, weekly and monthly HIS reports.
Create an appropriate networking system with other and or relevant implementing partners, line ministries, hospital departments and community stake holders through referrals and advocacy.
Ensure that all work with clients is kept confidential and that ethical practices are always observed.
Oversee and conduct individual case management of patients on follow up at the mental health department & ensure case management goals are properly achieved.
Provide mentorship of the mental health assistants working in the MH department through continuous education, guidance, supervision, and support.
Design mental health trainings for the mental health workers and other stake holders.
Take charge of the mental health department when the mental health officer is away from office.
Develop referral pathways and systems, and encourage collaboration between local partners, leaders, CBOS, INGOS & Government ministries.
Attend inter-agency MHPSS meetings In Dadaab at UNHCR to improve service delivery to our clients/groups and access opportunities to show case what IRC is doing in the camp.
Assist with any other related activities/duties as deemed necessary by the supervisor.
Key Result Areas
Improvement in overall quality of MHPSS care for all the patients/Clients in Hagadera refugee camp.
Diploma/Degree in psychiatric nursing from a recognized institution.
At least 2-3 years in field experience within a Humanitarian, NGO/Agency in the same or similar position
Extensive experience providing psychiatric care to patients from a busy hospital.
Flexibility and adaptability to the changing environment
Skilled at working as a team member
Working knowledge of English and Kiswahili
Excellent written, verbal, and interpersonal communication skills
Demonstrate flexibility to adapt to changing requirements and needs
Working knowledge of Microsoft office suite (Outlook, Word & Excel)
Able to work in a stressful refugee environment
Please make sure to include copy of Certificate of Good Conduct in your application.
The position will be based in Hagadera field site and will work closely with the field teams to improve program quality through improved monitoring and evaluation systems and processes. Under the supervision of the Monitoring and Evaluation officer, the Monitoring and Evaluation Assistant shall be responsible for collection, summarizing, compiling and dissemination, storing and timely reporting of all forms of data generated from the activities of integrated health, WPE and Nutrition programs with a key focus on generation and submission of timely qualitative and quantitative reports.
Monitoring and evaluation of Integrated health, Nutrition, WPE and protection programs to ensure all activities are carried out and challenges addressed on time for overall project goal realization.
Organize and facilitating routine data quality assessments to find and bridge gaps that lead to inaccuracy in reports.
Organize and facilitate quarterly data review meetings to track program progress against the project indicators.
Apply appropriate statistical analysis tools and methods for routine and ad-hoc analysis of cross-sectional as well longitudinal data.
Generate regular reports used by the program staffs for Monitoring & Evaluation purposes.
Work with the M&E and program staff to develop and provide the required data collection tools and computer-based data management & reporting system.
Continuous and frequent close monitoring / supervision of all levels of data collection from entry, filling, compiling, summarizing and giving feedback to the M&E officer.
Supervise use of iRHIS and Synchronize data capture with servers.
Regularly update data after cleaning.
Participate actively in the enforcement of Quality Assurance (QA), Quality Control (QC) and Quality Improvement (QI) measures for integrated health, nutrition and WPE program interventions.
Capacity building program field staff on monitoring and evaluation techniques.
Conduct field monitoring visits and document learnings and share lessons
Work with partners staff to ensure that data is collected and entered into databases and/or tracking sheets, and/or the data platform on a regular basis.
Data management of VCT & PMTCT data, Pepfar reports, TB data, Nutrition reports, GBVIMS, Knowledge and attitude surveys and Disease surveillance.
Bachelor’s degree (Health information management, statistics, monitoring and evaluation, or related discipline) or diploma in the relevant fields with at least 3 years of field experience.
Excellent database, data management and data analysis skills, with experience using at least 2 software applications such as Microsoft Excel, Epi-Info, SPSS, STATA.
Experience with electronic/mobile data collection
Strong analytical, quantitative and qualitative research skills and M&E skills
Problem-solving, decision-making, leadership and good judgment skills.
Please make sure to include copy of Certificate of Good Conduct in your application
Call Centre Supervisor
The Call Centre Supervisor will be tasked with managing and building strong client relationship management and integration with other business unit leads across the company for efficient services delivery to clients. This position will also be responsible for overall day-to-day management of Call Centre Team while closely collaborating on a day to day with all aspects of the business.
Take ownership of clients issues and follow the issues through to timely resolution
Develop Call Centre procedures, policies and standards to be adhered to by call centre team
Ensure all clients’ calls and queries are addressed within the Service level Agreement (SLA) time.
Implement client’s calls ticketing system and ensure closure of all tickets within the SLA time.
Provide update and daily report to client matters committee on levels of customer satisfaction and recurrent issues.
Interact with clients and build relationships with them while ensuring their needs are being met.
Ensure that high standards of Client Service are maintained throughout service levels
Oversee a team of call centre assistants and ensure they are providing an exceptional client experience
Mastermind creative ways to deliver an exceptional client experience
Develop and oversee the implementation of call centre services protocols.
Resolve complex client problems or disputes in a professional manner
Coach and support team members in meeting departmental goals.
Review client’s complaints and resolution
Any other duties as shall be assigned from time to time
Strong analytical skills and problem solving skills
Excellent planning skills
High personal standards and goal oriented
Excellent interpersonal skills
Excellent and effective communications skills, both orally and in writing
Strong coaching skills
Strong sense of responsibility and urgency.
Ability to work well with minimum supervision.
Show world class client service skills on phone, email and verbally.
Strong leadership and mentorship skills
At least 2 years experience in a call center, preferably with a 1 year experience in a supervisory capacity
Must have achieved at least a B+ or equivalent in high school
An undergraduate degree with a minimum 2nd Class, Upper Division
Company operations and products and services, Clients services and management.
Diversity, Equity, and Inclusion Intern
The intern will work with the P&C team to monitor and track the 2021-23 DEI strategy, support the coordination and administration of the DEI Advisory Group, collate information from DEI workstreams for ongoing projects and create project documents and presentations. Support the team in coordinating communication materials for PATH internally and externally, support the project team in maintaining project trackers, and contribute to ad hoc DEI activities.
Internship goals and learning objectives/benefit to the intern:
The intern will have the ability to develop their own learning objectives in alignment with their personal or academic goals. The P&C learning objectives for the internship are:
Develop project management skills by tracking key project details and findings.
Develop an understanding of DEI in global public health
Build skills in creating communication materials for multiple audiences (e.g., PATH staff, external stakeholders)
Practice organizational management and maintaining a rhythm of business
Skills to be developed and/or expanded during internship:
Coordination and administration
Coordinate PATH DEI Advisory Group meetings including scheduling (as needed), drafting meeting agendas with input from co-chairs and P&C leads, and taking meeting minutes.
Maintain People & Culture project files and documentation.
Assist with ad hoc strategy planning and coordination; support DEI workstream activities, as needed.
Manage PATH Equity mailbox; flag and advise of any updates, important/urgent messages, progress, and delegate requests as appropriate.
Coordinate the ‘PATH to Equity’ learning series with support from P&C; manage intake process, support pre-event planning; provide operational support during learning sessions, as needed.
Contribute to the development and dissemination of quarterly PATH DEI Newsletter in collaboration with P&C’s communications expert; solicit content from P&C members; support review, editing, and dissemination processes.
Research and analysis
Support facilitation of the DEI Advisory Group qualitative interviews in collaboration with the DEI metrics intern; lead interview questions and/or take notes.
Seek out opportunities to increase the effectiveness of the PATH DEI strategy, improve project management processes.
Compile DEI articles, resources, tools and podcasts relevant to the Global Health sector.
Learning outcomes (how the Intern’s performance will be evaluated):
Overall performance will be evaluated using the intern’s own objectives (based on personal or academic goals). At the beginning of the internship, the intern will work with the supervisor to develop 3-5 objectives. Bi-weekly (or as needed), the intern and supervisor will meet to check-in regarding progress and the intern will have an opportunity to ask for feedback. The intern and supervisor will also meet to review upcoming activities. The supervisor will be able to provide detailed written feedback upon request.
Required skills and experience:
Must be an undergraduate or graduate student enrolled in an academic program at the start of the internship (may graduate part way through).
Demonstrated interest in diversity, equity, and inclusion (DEI); health equity; global health; and the social determinants of health.
Excellent oral and written communication and interpersonal skills and ability to manage multiple priorities effectively in a fast-paced environment.
Comfort with collaborating with internal team members across all levels of the organization.
Ability to clearly and accurately document meeting minutes and action items and to maintain clear and organized shared project documentation and file structures.
Excellent command over MS Office applications, especially MS Word, MS Excel, and MS PowerPoint. Proficiency in Smartsheet desired or interest/ability to learn.