The Client Experience Associate (CEA) shall be based in the health facility and serve as main point of contact for all clients accessing antiretroviral therapy (ART) services in the facility. S/he will serve as key resource person for all clients, and be responsible for provision of treatment literacy, attendance to clients’ inquiries/queries/complaints and facilitation of feedback from the healthcare team. S/he shall be knowledgeable in cultural issues relevant to communication and relationship management with clients and their relations. S/he shall always coordinate clients’ case management needs and be accessible to all clients. S/he shall maintain a database of all clients and remain in touch through various communication channels, including but not limited to telephone, emails, social media platforms, etc. S/he shall maintain and share reports with project leadership, related to client experience, client retention in care and viral suppression rates. S/he shall coordinate referrals, client tracking, and any other services required to improve access to quality services, including maximum client experience required to retain clients in care. S/he shall support the provision of HIV testing services, partner notification services, and index testing services.
Specific Roles and Responsibilities:
Method of Application
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