Duties and Responsibilities
- Respond promptly and professionally to calls
during assigned 8-hour shifts.
- Provide calm, respectful, and non-judgmental
support to callers, maintaining confidentiality at all times.
- Deliver accurate, factual, and rights-based
information using approved scripts and resources.
- Assess callers’ needs and make safe and
appropriate linkages or referrals to vetted service providers.
- Record each interaction accurately, including
caller questions and any follow-up required.
- Document unanticipated or complex queries and
escalate them to ZanaAfrica staff for guidance.
- Submit weekly call summaries and reports using
ZanaAfrica’s reporting templates.
- Participate in training, refresher training and
regular debrief sessions with the hotline team.
Key Requirement Skills And Qualification
- Must have attained the Kenya Certificate of
Secondary Education (KCSE).
- Must have a public/community health or social
work background with demonstrated experience.
- Must be able to provide a certificate of good
conduct at the time of hiring, if selected, provide references and
complete a child protection documentation to demonstrate a clean record.
- Excellent oral and written communication skills,
including the ability to have safe, rights-based conversations about
stigmatized topics.
- Strong note taking and reporting skills with
excellent attention to detail.
- Fluency in spoken English, Swahili and local
vernacular languages spoken in the County one is applying for, as stated
above.
- Familiarity with adolescent health and safety
issues affecting the regions listed and in Kenya
- Must live in an area with a strong mobile
network.
- Must live in the listed counties.
- Must have access to electricity to charge phone
and/or laptop battery at all times during shifts
How to Apply
