NLR India Foundation NLRIF
Supervisor, VIKALP Call Center Project
Project Associate, Project leaders, Project Assistant
Jaipur Rajasthan
Application Email :

Job Type

Full Time

Closing Date

Aug 14 2021


Position: Supervisor, VIKALP Call Center Project

About NLR India Foundation:

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.

Project Brief:

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.

No. of vacancies: 1
This position will be based out of Jaipur, Rajasthan.

Key roles and Responsibilities:

1. Responsible for all the day-to-day activities of the call centre.
2. Supervise the counsellors, train and mentor them on the project, counselling, and required knowledge of leprosy and the programme.
3. Coordinate with NLEP Consultants & LPAs of Rajasthan, Uttarakhand, Delhi, Jharkhand, Patna and Uttar Pradesh for timely availability of index case lists of selected districts.
4. Coordinate with the District Leprosy Staff (DLS) for follow-up services with the index cases.
5. Address issues/concerns raised by respective DLS and LPAs on client follow-up.
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.
9. 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 office.

Qualification and Experiences:

• Masters degree in Social sciences, Psychology or any related discipline.
• 2-4 years of experience in tele counselling preferably in Health sector.
• 1 year experience in managing call center and/or counselling team.

Other essentials/ preferred skills :
• Good command on Hindi language.
• Good written & spoken English.
• Good time management.
• Honesty, integrity and dependability.

Preference will be given to Rajasthan based qualified candidates.

Type of Appointment:

Contractual appointment with fixed term of one year. Renewal thereafter on basis of performance and requirement of project VIKALP.

Remuneration :

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 organization policy.

How to apply:

You are 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: 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: