Job Description

Anova Vacancies – Client Liaison Officer

Client Liaison Officer

Company: Anova Vacancies

Main Purpose of the Role

The Client Liaison Officer plays a vital role in supporting clients receiving care at the Ivan Toms Centre, its mobile clinics, and the Call4Care line. This position works closely with the Project Manager to strengthen client retention, referrals, and linkage to ART, PrEP, and general healthcare services. The Client Liaison Officer ensures that all client support activities are fully implemented in line with established protocols and quality standards.

Key Performance Areas

Supporting Retention in Care

• Promote strong retention in care by delivering high-quality client service and maintaining supportive, professional client relationships.
• Trace and re-engage clients who are lost to follow-up, late for appointments, or identified as high-risk, as directed by the Project Manager or Senior Clinical Advisor.
• Identify clients who have not initiated treatment or who may default, and facilitate appropriate support interventions.
• Assist with the implementation of chronic dispensing unit activities in collaboration with clinical leadership.

Client Engagement and Linkage

• Act as a primary point of contact for clients accessing services through the Ivan Toms Centre, community-based mobile clinics, and the Call4Care line.
• Ensure all clients are welcomed professionally and efficiently linked to the appropriate healthcare services according to protocol.
• Support the Call4Care line during working hours, ensuring effective coordination and timely linkage to required services.

Testing, Counseling and Education

• Provide HIV counseling and testing services and/or distribute HIV self-screening kits in alignment with Department of Health and Ivan Toms Centre guidelines.
• Deliver comprehensive counseling services, including couples counseling, index testing, and risk assessments tailored to client needs.
• Conduct case management for newly diagnosed clients and other referred clients to support ART initiation and viral load suppression in line with established protocols.
• Offer comprehensive HIV prevention education, STI awareness, and PrEP information to clients.

Records Management and Reporting

• Maintain accurate communication records and submit daily and weekly reports detailing client tracking progress, outcomes, and challenges.
• Complete all required data collection and reporting tools for the Department of Health, Ivan Toms Centre, and Anova.
• Keep detailed case management records for each client.
• Perform additional administrative duties as required by the Retention Coordinator or Project Manager.

Minimum Qualifications and Experience

• Grade 12 or National Senior Certificate.
• Relevant certifications, including HTS counseling qualification.
• Minimum of 2 years’ experience delivering health or support services to key populations, with experience supporting MSM preferred.
• At least 2 years’ experience implementing PEPFAR-funded programmes.
• Proven experience in HCT, ART support, and behaviour change counseling.
• Demonstrated ability to deliver high-quality client service and engagement.
• Computer literacy with basic social media proficiency.
• Strong interpersonal, written, and verbal communication skills, including the effective use of mobile and social communication platforms.

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