Client Engagement Officer (HIV/TB Care)

About the role

The Aurum Institute, which focuses on research, support and implementation of integrated approaches to managing TB and HIV, is offering a Client Engagement Officer position in North West, South Africa. The role provides patient-level support to newly diagnosed patients and those already on HIV treatment, including tracing and re-engaging patients who have missed appointments, and supporting participants in the decanting programme. It is a junior-level contract of 6 to 9 months.

Key responsibilities

• Provide basic patient-level support to newly diagnosed patients and those on HIV treatment, including telephone support and follow-ups.
• Trace pre-ART and treatment interrupters and re-engage them in care.
• Provide education and information on HIV and TB treatment and care.
• Support participants in the decanting programme with psychosocial counselling, mentoring and adherence support.
• Coordinate with healthcare facilities to locate newly identified HIV-positive cases needing linkage to care.
• Accompany patients through ART initiation and register them in data collection tools.
• Follow up patients according to case management protocol, such as appointment reminders.
• Track the patient cohort so that linked patients are recorded in Tier.Net, and work with tracers and community services to find patients lost to follow-up.
• Take part in counselling quality assurance audits, facility quality improvement and initiatives to reduce loss to follow-up.
• Report field data, generate routine reports and correspondence, and escalate high-risk situations or unresolved client queries.

Required profile

• Grade 12 and a post-matric qualification in social science or a related field; a diploma or degree is advantageous.
• Certificates in Relationship Counselling and Advanced Adherence Counselling.
• Training in IACT, Kids Alive, AGL/NAS/AYFS.
• At least 2 years of HIV testing and/or counselling, and 2 years of HIV and TB community education and mobilisation.
• At least one year of support or counselling to HIV-infected individuals facing psychosocial issues affecting health-seeking behaviour.
• SA citizen or valid work permit, and willingness to travel and work overtime.

Required skills

• Basic computer skills.
• Excellent communication, listening and relationship-building skills.
• Empathy, compassion and understanding of the community's cultural and socioeconomic backgrounds.
• Customer support and client-centred service approach.