Chemonics International seeks experienced professionals for the USAID Global Health Supply Chain Program - Procurement and Supply Management (GHSC-PSM) project. GHSC-PSM in Ethiopia will serve as vehicle through which USAID will procure and furnish health commodities, provide technical assistance to improve the country’s management of health supply chain and pharmacy service activities, and collaborate with key international stakeholders to support global and local health initiatives.

The Short-term for supply chain/health commodity monitoring Call Center Operator is responsible for gathering information regarding stock status of vital and lifesaving program medicines as well as the distribution status of these health commodities in conflict affected areas of the Amhara region through establishing seamless coordination between RHB and respective EPSS Hubs in Amhara (Bahirdar, Dessie, Gondar, AA#2) and health facilities of the region.

Please see the criteria below and the SOW for details of information:

Level of Effort and Location

• This short-term position will be based in Bahirdar, Ethiopia. 

Background 

The purpose of the Global Health Supply Chain– Procurement and Supply Management (GHSCPSM) Program is to ensure uninterrupted supplies of health commodities in support of United States Government (USG)-funded public health initiatives around the world. The project provides direct procurement and supply chain management support to the President’s Emergency Plan for AIDS Relief (PEPFAR), President’s Malaria Initiative (PMI) and Population and Reproductive Health. In supporting USG-funded global health activities, GHSC-PSM develops and manages a wide array of services for health commodity procurement and related systems strengthening technical assistance encompassing different elements of a comprehensive supply chain. 

At the country level, GHSC-PSM supports country strategies and priorities that fall under the following three project objectives:

• Global Commodity Procurement and Logistics

• Systems Strengthening Technical Assistance

• Global and local collaboration to improve long-term availability of health commodities. 

Purpose

The Short-term for supply chain/health commodity monitoring Call Center Operator is responsible for gathering information regarding stock status of vital and lifesaving program medicines as well as the distribution status of these health commodities in conflict affected areas of the Amhara region through establishing seamless coordination between RHB and respective EPSS Hubs in Amhara (Bahirdar, Dessie, Gondar, AA#2) and health facilities of the region. The GHSC-PSM Call Center operator supports RHB and EPSS to effectively monitor stock status data within the region and use the information for decision making. The call center operator collects and provides information to RHB and EPSS hubs on distribution related status. S/he will liaise between EPSS and RHB as well as Health facilities and EPSS hubs to ensure the availability of life-saving medicines, and distribution of commodities to health facilities. The call center operator will also be responsible to facilitate the timely submission of the necessary stock status reports and RRF to the respective EPSS hubs and RHB from Health Facilities.

Duties & Responsibilities

• Make periodic and scheduled calls to health facilities to collect the required data on stock status and requisition amount of health program commodities

• Work closely with Amhara RHB’s pharmaceutical and medical devices management unit and EPSS to determine the number of data collection health facilities in a reporting period 

• Collect and compile all data from health facilities and communicate to the RHB and EPSS in a timely manner 

• Work with all responsible stakeholders to ensure data quality of information obtained from health facilities 

• Collaborate with all four EPSS hubs supplying health facilities in Amhara region in processing stock status information gathering.

• Liaise with and provide product information, answer questions on emerging supply chain problems that come from health facilities in collaboration with the responsible units at RHB, EPSS, and GHSC-PSM and other partners as required. 

• Follow stock status from each EPSS hub and provide information as per the procedure to be established. 

• Collect and act on customer feedback about the phone call service provided 

• Answer incoming calls and respond to customer inquiries efficiently in a professional manner by providing accurate, valid and complete information 

• Build sustainable relationships and trust with health facility staff through open and interactive communication,

• Handle complaints from health facilities, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution in close collaboration with the responsible units at RHB, EPSS, and GHSC-PSM

• Keep records and document all data collected from health facilities in a repository to be agreed with GHSC-PSM, RHB, and EPSS

• Follow professional communication procedures, guidelines and policies,

Job Requirements

Qualifications: 

• Bachelor’s degree in pharmacy or logistics or related fields; advanced degree preferred.

• Proven customer support experience or experience as a call center operator or experiences with better customer interactions is highly desirable,

• Minimum of five (5) years of experience in warehouse and distribution management or related field; EPSS and health facility related experience preferred. 

• Experience of working in multi-stakeholder and multi-partner environments. USAID experience is preferred. 

• Strong organizational and communication skills and familiarity with EPSS supply chain processes and procedures as well as attention to detail and problem-solving skills. 

• Proficiency in using relevant software and tools for call recording and receiving stock status reports. 

• Can work with leave for at least for three months (with possibility of extension)

How to Apply

To apply, please reply to this e-mail PSMEthiopiaRecruit@ghsc-psm.org. 

Please specify the position title as the subject line in your application and submit no later than October 30, 2024.

No telephone inquiries, please. Finalists will be contacted. Chemonics is an equal opportunity employer and does not discriminate in its selection and employment practices on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability, genetic information, age, membership in an employee organization, or other non-merit factors