Job Description

Anova Vacancies – Client Liaison Officer

Client Liaison Officer – Anova Vacancies

Main Purpose of the Role
The Client Liaison Officer is responsible for supporting clients across fixed-site services, mobile units, and the Call4Care line. The role provides direct operational support to the Project Manager to ensure effective retention, referral, and linkage to ART, PrEP, and comprehensive health services in line with approved protocols.

Key Performance Areas and Responsibilities

Supporting Retention in Care

• Promote consistent retention in care by delivering high-quality, client-centred services and building supportive client relationships.
• Engage and trace clients who are lost to follow-up, late for appointments, or identified as high-risk, in collaboration with clinical leadership.
• Proactively identify clients at risk of non-initiation or defaulting and facilitate tailored support interventions.
• Support the implementation of chronic dispensing unit activities as required.

Client Engagement and Linkage

• Serve as a primary point of contact for clients accessing fixed-site services, community-based mobile clinics, and the Call4Care line.
• Welcome clients professionally and link them to appropriate service providers according to protocol.
• Provide Call4Care line support during business hours to actively facilitate timely linkage to requested services.

Testing, Education and Case Management

• Provide HIV counselling and testing and/or distribute HIV self-screening kits in line with Department of Health and facility guidelines.
• Deliver comprehensive counselling services, including couples counselling, index testing, and risk assessments based on client needs and clinical protocols.
• Conduct case management for newly diagnosed clients and priority cases to support ART initiation and viral load suppression in line with case management protocols.
• Provide HIV prevention and treatment education, STI awareness, and PrEP education to clients and partners.

Records, Reporting and Administration

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

Minimum Qualifications, Experience and Skills

Qualifications

• Grade 12 or National Senior Certificate.
• Relevant certifications, including HTS counselling.

Experience

• Minimum of two years’ experience providing health or support services to key populations, with MSM experience preferred.
• Proven experience delivering high-quality client service and engagement.
• At least two years’ experience implementing PEPFAR-funded activities.
• Demonstrated experience in HCT, ART, and behaviour change counselling.

Skills and Competencies

• Computer literate with basic social media skills.
• Strong interpersonal, written, and verbal communication skills, including use of mobile and social-based communication platforms.

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