Case Navigator

**Main purpose of the job**:

- To work directly with adolescent girls and young women (AGYW) and provide them with youth-friendly support that ensures linkage to care and individualized follow-up of each client throughout period of care
- The job entails creating demand through awareness of all sexual and reproductive health (SRH) and HIV prevention services, which includes performing health talks at fixed facilities, mobile clinic, and other service points in the community, assisting each client with navigation through the health system pathway, performing individual follow-ups via telephone or other digital channels, and supporting the project with all demand creation and social mobilization activities as required
- **_Driving the mobile clinic van_**

**Location**:

- **Motherwell, Eastern Cape**

**Key performance areas**:

- Welcome AGYW clients to healthcare facilities and/or community hotspots, build rapport with potential clients ensuring a quality and non-judgmental experience
- Ensure AGYW clients at healthcare facilities and/or community hotspots are linked to SRH and HIV prevention services, especially PrEP
- Provide information to clients ensuring they have a good understanding of the Project PrEP service offering and their journey within that service offering
- Ensure clients are aware of the project’s decentralized service points in the surrounding community and understand how to navigate this system
- Assess each client’s needs and navigate them to the relevant service and support - ensure clients understand exactly which services they will be receiving, how long it will take and how often they need to return for services
- Maintain queues at facilities and/or community hotspots - mobilizing clients in an optimized manner ensuring mínimal waiting times while ensuring that those clients in the queue, are as comfortable as possible
- Provide individualized and group support to retain AGYW in SRH and HIV prevention services (care):

- Be the first face clients see/first point of contact after receiving ANY Project PrEP services
- Add all clients who engage in ANY Project PrEP services to a client navigation register, keep accurate notes of client’s engagement in service delivery
- Discuss and ensure clients understand when they need to come back for services, who they can contact for support or advice, and that they need to expect your call or messages as reminders for follow-up and encouragement on their health journey
- Send a WhatsApp on day 2 (day after) to every client newly initiated on PrEP and/or who engaged in any other services thanking them for their time, congratulating them on their decision to invest in their health and reminding them who they can contact for support
- Make follow-up calls on day 7 to all clients newly initiated on a PrEP method. (+sms)
- Make follow-up calls 2 days before follow-up visit for any service
- Trace all clients who missed appointments within 24 to 72 hours (SMS, call, WhatsApp, and home visits where possible) and make alternative arrangements with the client to attend a follow-up visit
- Assist clients with diarising their follow-up appointments
- Plan and facilitate follow-up events for Project PrEP (AGYW) clients - support/continuation clubs that enable service delivery, face-to-face support, and a safe space for AGYW
- Provide information to clients on clinics outside of the projects geographic footprint that provide PrEP, should the clients be relocating
- Collect accurate data for all services provided and capture and report the data collected timely to facilitate project review and decision making
- ALWAYS MAINTAIN PATIENT CONFIDENTIALITY (aligned to good ethical practice and POPIA) Provide basic counselling to allay anxiety of clients and provide accurate information related to SRH
- Utilise IEC materials and other resources to facilitate health talks on comprehensive SRH services, including all PrEP products, and all other related services such as B-Wise, AYFS/Youth Zones, etc.
- Participate in health promotion campaigns, including holiday programmes and youth events. These will occasionally occur on the weekend
- Educate clients about the potential side effects of PrEP and other SRH products and what to do when experiencing such effects
- Educate clients about the benefits and details of different PrEP methods and other SRH products, ensuring clients understand the necessity of using such products while they are vulnerable to HIV and other STI infections, as well as unintended pregnancy
- Ensure clients understand that they have the CHOICE as to which HIV prevention (PrEP) method they want to use, if any, and which SRH services they want to engage in - ensure clients understand that they are WELCOME, even if not yet interested in PrEP
- Distribute condoms and relevant IEC materials within the healthcare facility and the surrounding community
- Support with all Project PrEP demand creation and social mobilisation services (dialogues, e