Regional Retention Services Officer

The Client Retention Services Officer is responsible for strengthening the continuum of care for all clients enrolled in HIV services. The role focuses on ensuring client adherence to ART programs, minimizing loss to follow-up, and providing technical guidance to Cluster Retention Officers and facility teams. The officer will collaborate with R/CHMT, health facilities, and community actors to enhance retention, improve clinical outcomes, and support data-driven decision-making. 

KEY RESPONSIBILITIES 

• Work closely with Cluster Retention Officers and facility teams to ensure client retention, prevent loss to follow-up, and optimize adherence through effective clinic preparation, timely reminders, and accurate documentation of client outcomes. 

• Provide technical guidance on client-centered ART services to enhance adherence and treatment outcomes. 

• Supervise and mentor Cluster Retention Officers, ensuring continuity of care for all PLHIV and monitoring performance to maintain quality standards. 

• Collaborate with R/CHMTs to identify challenges affecting the continuum of care and provide actionable recommendations. 

• Ensure the availability and proper use of relevant registers, SOPs, and job aids at supported sites. 

• Build the capacity of Cluster Retention Officers to analyze facility performance data and provide timely technical guidance to address gaps. 

• Work with ART and PMTCT/Clinical Officers to ensure proper enrollment and documentation of new clients into ART services. 

• Oversee community programs engaging Community Health Workers (CHWs) in tracing clients with treatment inturuption to minimize loss to follow-up and strengthen facility-community linkages. 

• Monitor facility Continuous Quality Improvement (CQI) indicators monthly and develop remediation plans for underperforming areas. 

• Prepare, submit, and share all relevant project reports (weekly, monthly, quarterly) with the Retention Advisor and relevant stakeholders in a timely manner. 

• Collaborate with the project team to document key activities, processes, lessons learned, and best practices. 

• Participate in regional technical meetings and provide input on client retention strategies and program improvements. 

• Support integration of retention interventions within broader HIV care and treatment programs to enhance overall service delivery. 

• Promote data-driven decision-making to inform strategies for improving retention and adherence among ART clients.