Supervisor, VIKALP Call Center Project
About NLR India
NLR India Foundation (NLRIF) is a
non-political, non-religious and nonprofit development
organization with its headquarter at New Delhi. NLRIF is
supporting National Leprosy Eradication Program (NLEP) of India,
at the national, state & district level, in 129 districts
across 7 states of India. The key areas of functioning of NLRIF
are stopping the transmission of Leprosy, providing self-care
services to persons affected by Leprosy, support to the disabled
person in their livelihood generation and reducing stigma and
discrimination. NLR India works in close collaboration with NLEP
program managers/officers, Association of Persons Affected by
Leprosy (APAL), International Federation of Anti-Leprosy
Associations (ILEP) agencies, WHO and other stakeholders.
VIKALP (Validation of
integrated call centre-based approach for Leprosy prevention,
management, and follow-up for disability management in select
Districts of India) Call Center Project, is an Information &
Communication Technology (ICT) based approach to ensure the timely
follow-up of Leprosy cases undergoing treatment. The project will
support the health system so that they can get timely feedback
about the need and requirements of the patients; based on which
further actions can be taken. It is aimed to reduce Annual New
Case Detection rate (ANCDR) & prevalence rate (PR); and
improve the Treatment Completion Rate among patients of Leprosy in
the community. The gaps, challenges and non-compliances will be
reported to the concerned District Leprosy Staff (DLS) designated
by the District Leprosy Officer (DLO) for follow-up and field
verification in consultation and coordination with the concerned
district and sub-district staff. NLR India staff (the NLEP
Consultants & Leprosy Programme Advisors (NLEP consultant &
LPA) and Community based rehabilitation coordinators- CBRC) will
also participate in follow-up and field verification. The call
center will cater only the new cases of the seven districts of six
states namely Bihar (Nawada), Delhi (West), Jharkhand (Ranchi),
Rajasthan (Pali), Uttarakhand (Haridwar), and Uttar Pradesh
(Lucknow and Varanasi).
Reporting to: NLEP Consultant,
LPA and State ILEP Coordinator, Rajasthan and Uttarakhand.
of vacancies: 1
This position will be based out of Jaipur,
Key roles and Responsibilities:
Responsible for all the day-to-day activities of the call
2. Supervise the counsellors, train and mentor them
on the project, counselling, and required knowledge of leprosy and
3. Coordinate with NLEP Consultants & LPAs
of Rajasthan, Uttarakhand, Delhi, Jharkhand, Patna and Uttar
Pradesh for timely availability of index case lists of selected
4. Coordinate with the District Leprosy Staff
(DLS) for follow-up services with the index cases.
Address issues/concerns raised by respective DLS and LPAs on
6. Ensure the call data as per prescribed
format is correctly and completely recorded by the counsellors
during and immediately after the calls.
7. Each day study
the call records and take appropriate follow-up and other actions
through the counsellors, DLS and LPAs.
8. Have a brief
review meeting with the counsellors at the end of each day.
Ensure confidentiality of caller data.
10. Ensure proper
functioning of office and equipment.
11. Ensure accounting
of all expenditures.
12. Draft and submit a weekly, monthly
and other reports as and when needed.
13. Any other task
assigned by his/her Supervisor or NLR India country
Qualification and Experiences:
Masters degree in Social sciences, Psychology or any related
• 2-4 years of experience in tele counselling
preferably in Health sector.
• 1 year experience in
managing call center and/or counselling team.
essentials/ preferred skills :
• Good command on Hindi
• Good written & spoken English.
Good time management.
• Honesty, integrity and
Preference will be given to Rajasthan
based qualified candidates.
Contractual appointment with fixed term of
one year. Renewal thereafter on basis of performance and
requirement of project VIKALP.
Compensation will be based on experience and
qualification. On travel days, (S)he will be entitled to
reimbursement of hotel accommodation, plus per diem as per the
How to apply:
requested to apply at the earliest. NLRIF will screen and
interview on an ongoing basis starting from the date of
advertisement; the position will be filled as soon as we get the
suitable candidate. Please send your latest resume with a subject
line ‘Supervisor ’with covering letter which explains your
track record in support to health systems and motivation that
makes you eligible for this post, current salary and notice period
in strict confidence, by email only to: email@example.com. Last
date to apply 14 August 2021.
No telephone queries and
clarification will be responded/ answered. Only shortlisted
candidate will be contacted.
Job Email id: