1. Main Job Purpose
The Client Liaison Officer is responsible for supporting clients in care at the Ivan Toms Centre, its mobile units, and its Call4Care line. In doing so, the CLO will provide direct support to the project manager to ensure retention, referral, and linkage activities for ART, PrEP, and general health care are in place for clients and fully implemented per protocol.
2. Key Performance Areas
| Key Performance Areas |
Tasks and Activities |
| Supporting Retention in Care |
- Support the retention of clients in care by ensuring high standards of service are provided and by maintaining supportive individual client relationships where possible
- Engage and trace lost to follow up, late, or high-risk clients as requested by the project manager or senior clinical advisor.
- Proactively identify clients who have not initiated or who may default to identify and facilitate areas of support for these clients.
- Support the project manager and senior clinical advisor with the implementation of chronic dispensing unit activities as required.
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| Client Engagement and Linkage |
- Serve as one of the primary contacts for clients of the Ivan Toms Centre, its community-based mobile clinics, and/or its Call4care line.
- Ensure clients are greeted professionally when they make contact/arrive and facilitate their linkage to the appropriate service provider per protocol.
- Support Ivan Toms Call4Care line during business hours according to established protocols to actively facilitate client linkage to requested services.
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| Provide Testing and Education |
- Conduct HIV counseling and testing and/or HIV Self-Screening distribution in line with Department of Health and Ivan Tom Centre guidelines as required.
- Provide clients with detailed counseling, including couples counseling, index testing, and risk assessments as defined by client needs and clinic protocols.
- Conduct case management for all newly diagnosed clients (or clients requested by line manager/clinical staff) according to case management protocols provided by senior clinical advisor to facilitate ART initiation and viral load suppression.
- Provide comprehensive HIV prevention and treatment education, STI awareness, and PrEP education.
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| Maintenance of Records and Reporting |
- Maintain all communication records and provide weekly/daily reporting on tracking progress, successes, and failures
- Complete all required DOH, Ivan Toms, and Anova data collection and reporting tools.
- Maintain detailed daily records of case management progress for each client
- Complete other administrative tasks or other requirements as requested by the retention coordinator and/or project manager.
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3. Minimum Qualifications, Experience and Skills Required
- Grade 12 or National Senior Certificate
- Relevant subject specific certifications including HTS counselling.
- Minimum of 2 years’ experience in the provision of health/support services for key populations required (MSM, preferred)
- Proven high quality customer service and client engagement experience
- At least 2 years’ experience implementing PEPFAR-funded activities
- Demonstrated experience with HCT, ART, and behaviour change counselling required
- Computer literate & have basic social media skills
- Strong interpersonal, written, and oral communication skills are required including mobile- and social-based communication apps.
