Hotline Operator

Hotline Operation

• Respond promptly to hotline phone calls and facilitate for service provision.
• Promote Interpersonal Communication (IPC) by sharing information on HIV, STI, ART, PrEP, TB, condom use and SRH information with the target audiences.

• Providing correct HIV/AIDS, STI, RH, TB, PrEP and other related health information to the LPK hotline users.
• Providing confidential counselling services, as well as accuracy and relevant information delivered to LPK hotline users.
• Promote Hotline through some means, including Viber and other Social Media platform. (eg, Facebook, Twitter, Instagram, Grindr, Blued, Telegram).
• Conduct health education sessions with key population using defined LPK methods and training tools for hotline users, following the LPK Manual.
• Provide counselling on sexual health (HIV & STI), ART, TB, PrEP, psychosocial, psychosexual and other RH information to the key population as necessary.
• Treat hotline users in a caring and respectful manner, mindful of individual and cultural difference and protecting the privacy and confidentiality of clients.
• Give information about LPK and encourage people to visit LPK services.

Appointment Management

• Manage the appointment system to receive the service at KPSC/Clinic under supervision of Senior Online Officer.
• Follow up with clients who have made appointments to the online team before their appointment time.

Client Facilitation

• Guiding clients to reach the service by staying connected through online or phone communication until the service receipt is confirmed.
• Connect the clients to various health services (internal or external) if the service client requested is not available at LPK.
• Ensure that the clients arrived at the LPK KPSC received the service intended by following up with the clients.
• Tracking of clients for follow up testing or clinic appointment via phone or social media messaging.
• Facilitate ART linkage for HIV-positive clients referred through online channels to access Lan Pya Kyel services or necessary linkage with other health facilities.

Recording and Reporting

• Maintain daily records and submit weekly & monthly reports to supervisor for hotline data.
• Receive the regular feedback after discussing with supervisor positively.

Other

• Ensure full compliance with Lan Pya Kyel policies, including Code of Conduct, data accuracy, and client confidentiality.
• Demonstrate flexibility and adaptability in handling assigned duties and delegated tasks as per supervisor and program requirements.

• Learn up to date technical knowledge to provide correct and clear information to the clients according to their needs.
• Perform duties assigned by supervisor according to program needs.