Role: Regional Digital Health Support Officer

　　Reports into:  Regional Digital Health Coordinator

　　Location: Vihiga, Busia Kenya

　　About Us

　　Our Strategy for delivering high-quality, cost-effective community health through and with digitally empowered, equipped, supplied, supervised, and compensated CHWs requires that we continuously re-invent the way we work. Innovating incessantly and with swift responsiveness to global trends is, therefore, a critical success factor for building a thriving and sustainable LG of today and tomorrow.

　　Over the last four years, Living Goods has become a more complex organization with multiple implementation modes, exciting opportunities in new countries, and new partnerships in existing countries. Furthermore, while we have delivered some strong work over the last couple of years in technology, we now need to go the extra mile beyond technology and ensure a much greater emphasis on government partnerships in the broader digital health space. We can only do this by building a great place to work where our teams thrive, grow, and deliver extraordinary results.

　　Job Purpose

　　To support Digital Health Service Delivery within the regions and offer support to CHWs, Field Operations Staff/Program Delivery Team, Partnerships & Advocacy Team, Technical Assistance (TA) i.e. Sub-national (County, Sub- County and District) Health Management Teams and the Training Department Teams .

　　Key Responsibilities / Duties / Tasks

　　Offer first line support in troubleshooting the digital health data gaps on our applications, escalation and follow up for resolution and closure: -

　　The Smart-Health Application. (CHW and Supervisor).

　　Reporting & Monitoring tools (Dashboards, Couch2pg & Data warehouse report) .

　　Support Data gathering and analysis outside what is visualized on the dashboards through branch and District engagements: -

　　Sub-national (County, sub-county & District) Health Management Team meetings. Quarterly Performance Review meetings for Program Delivery.

　　Supporting Digital Health system changes, both minor and major at branch (CHW and Supervisor) levels and offering feedback for improvement.

　　Support Learning Sites and offer Technical Assistance (TA) to District Health Management Teams on the various Digital Health systems and, Performance Management & reporting tools.

　　Champion the digital Health system policies adoption, and feedback gathering (for improvements).

　　Digital Health Training

　　Develop job aids/Training material to assist end users/trainees in effective Digital Health systems utilization.

　　Capacity Building of Staff on different digital Health Tools.

　　Design digital knowledge-based management document s to support our field teams with simple troubleshooting and issue resolution .

　　Train and support the implementation of new programs/projects within the designated regions.

　　Digital Health Project Roll outs

　　Championing User Acceptance Tests (UATs) of new systems, Applications and other Digital Health products before rollout in both learning & TA sites.

　　Reporting feedback and recommending necessary changes based on conducted UATs and Digital Health Systems performance.

　　Propose Innovations and insights on improvements of any identified gaps in our systems, policies, or processes.

　　Support the piloting, rollout and up-grade of our digital health system to all LG operational sites and regions.

　　Offer first line support in troubleshooting the digital health data gaps on our applications, escalation and follow up for resolution and closure: -

　　The Smart-Health Application. (CHW and Supervisor). Reporting & Monitoring tools (Dashboards, Couch2pg & Data warehouse report) .

　　Support Data gathering and analysis outside what is visualized on the dashboards through branch and District engagements: -

　　Sub-national (County, sub-county & District) Health Management Team meetings. Quarterly Performance Review meetings for Program Delivery.

　　Supporting Digital Health system changes, both minor and major at branch (CHW and Supervisor) levels and offering feedback for improvement.

　　Support Learning Sites and offer Technical Assistance (TA) to District Health Management Teams on the various Digital Health systems and, Performance Management & reporting tools.

　　Champion the digital Health system policies adoption, and feedback gathering (for improvements).

　　Manage the implementation and set up of new systems and applications within the designated regions i.e., ERP, POS, New Versions of the Smart Health Apps, Device Health Apps (CHW and Supervisor).

　　Technical Assistance (TA)

　　Offer technical IT assistance to the District Health Management teams to enable them drive digital health programs effectively.

　　Offer technical related support to project implementation cycle within the designated LG stakeholders and partners.

　　Support District health management’s teams in performance reviews.

　　Digital Health Tools Usage, Maintenance and Inventory Management

　　Preventive Maintenance of all Digital Health devices in Learning site to ensure that they are in working order.

　　Diagnose and provide solutions/repair or escalate any device issues to the support office.

　　Device setup, configuration and mapping according to LG-DH standards.

　　Promote best practices in usage of digital health tech tools by all staff.

　　First line for all device requests by CHWs and CHSs in all learning sites.

　　Assign all assets dispatched from the support office to the respective beneficiaries in the learning and TA sites and ensure the asset Tracker and all related device agreements are signed and archived.

　　Keep a detailed up-to-date record of devices and any other DH Assets for audit purposes.

　　To fully implement the LG IT Assets Policies within the regions.

　　 Digital Health Service Desk Support

　　Provide first response (acknowledgement) to any DH issues reported in the learning sites within agreed timelines.

　　Conduct trend analysis of all issues reported in the service desk to identify recurring and unique issues of all LG Digital Health systems.

　　Keep a clear log of application issues and incidents (known errors) for purposes of reference and continuous improvements.

　　Ø Resolution user manuals (self-service) for frequently encountered issues to enable user to troubleshoot and resolve some issues without escalation.

　　Ø Contribute to the Technical Known errors Knowledge management database to enable quicker issue resolution.

　　Digital Health Process Development

　　Design and automate all repetitive IT processes to simplify and quicken processes within the department.

　　Document, deploy and share any findings with the rest of the team in the DH Department.

　　Academic Qualifications.

　　Diploma in Computer Science or a related field.

　　Or Degree in another field plus Relevant technical certification from accredited body .

　　Work experience required.

　　Minimum of (1) year relevant experience for degree holders and (2) years relevant experience for diploma holders.

　　KEY COMPETENCIES AND SKILLS REQUIRED:

　　Knowledge of Wireless Systems

　　Knowledge of Data Communications

　　Strong computer and research skills

　　Android OS Knowledge

　　Microsoft Windows OS Administration and Operating systems proficiency

　　Excellent oral and written communication skills.

　　Ability to multi –task.

　　Ability to work well under pressure.

　　Willingness to travel across the country.

　　Supervisory skills and high levels of integrity.

　　Plans, prioritizes, breaks down tasks accordingly.

　　Self-motivation.

　　Client facing attitude and approach.

　　Teamwork and collaboration.

　　Deductive Reasoning.

　　Problem Analysis.

　　Highly attentive to detail.

　　Innovation & Creativity.

　　Integrity.

　　Technical knowledge of the specific area of assignment and of overall company activities.

　　In-depth Knowledge of all Living Goods products.

　　Living Goods is an equal opportunity employer and will consider every qualified applicant for employment. Living Goods does not discriminate based on race, ethnicity, national origin, ancestry, religion, gender, sexual orientation, or disability.

　　Our current job openings are displayed on our website, where you can search for open positions and apply directly. Living Goods does not offer any positions without an interview and never asks candidates for money. If you are asked for money, we strongly recommend that you do not respond and do not send money or personal information.

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