PATIENT SUPPORT SUPERVISOR

Role summary In close collaboration with the Patient Support Activity Manager, supervising the implementation of patient support activities according to MSF protocols, standards and procedures in order to empower the patient in front of his illness and treatment, beyond the purely medical aspects of care. Duties and responsibilities § Assisting the Patient Support Activity Manager in assessing the patient support needs, defining the patient support strategy according to the changing medical needs and context, and developing patient support tools (counselling/education protocols, health promotion messages, etc.) § Ensuring, monitoring and evaluating the implementation of patient support activities according to MSF protocols, standards and procedures § Ensuring good communication and collaboration with the other components of the project and other partners working on patient support § Supervising and supporting the staff under his responsibility, planning and organizing their work § In close collaboration with the HR department, supervising the associated HR processes (recruitment, training, induction, evaluation, potential detection, coaching, development and internal communication) in order to ensure both the sizing and the amount of knowledge required § Ensuring data collection and analysis of patient support activities (collecting reports of patient support staff, summarizing reports, etc.). context specific accountabilities § Identify, support, and regularly follow up on vulnerable patients across all hospital areas, including Triage, Emergency Room (ER), Yellow Area, Red Area, Observation Room, Isolation Units, NICU/Neonatology, Paediatric Intensive Care Unit (PICU), and General Paediatric Ward. § Develop and implement an individualized care plan for each identified vulnerable patient, addressing their specific needs and challenges. Provide regular feedback and report identified concerns through the appropriate functional lines. § Identify patients and caregivers experiencing long hospital stays, poor hygiene, inadequate clothing, lack of family support, or other forms of extreme vulnerability. Assess eligibility for additional material support in accordance with MSF criteria and coordinate notification and referral to the Community Engagement Manager. § Provide specialized support for abandoned babies, including monitoring the implementation of relevant SOPs, assessing and following up on protection risks, maintaining and updating the abandoned babies line list, and ensuring coordination among relevant departments. § Identify patients and caregivers who face language barriers, particularly those speaking minority languages in Balkh Province. Facilitate access to interpretation services or staff who can communicate in their preferred language to ensure equitable access to care and information. § Manage and monitor referrals to external Mental Health and Psychosocial Support (MHPSS) and protection service providers, ensuring informed consent, collection of only necessary information, and follow-up on referral outcomes when applicable. § Coordinate closely with medical teams to ensure effective communication regarding patients’ specific needs, vulnerabilities, and risks, while working collaboratively with supervisors and managers to achieve shared objectives. § Support Health Promotion teams in monitoring cases of Leave Against Medical Advice (LAMA) and patient escapes, ensuring relevant information is systematically documented to facilitate follow-up and re-contact when necessary. § Inform and alert relevant managers and supervisors about concerns raised by patients and caregivers within the facility and provide recommendations to address and prevent recurring issues. § Maintain accurate documentation and oversee the tracking, monitoring, analysis, and reporting of patient support activities and related data. § Participate in monthly coordination meetings with Medical, Mental Health, Health Promotion, Nursing, Community Engagement, and Patient Support teams. § In collaboration with Health Promotion and Community Engagement teams, provide patients and caregivers with information about MSF services, coverage, patient rights and responsibilities (Patient Charter), and other relevant topics. § Clearly explain the role and responsibilities of the Patient Support Supervisor to patients and caregivers, manage expectations appropriately, and ensure their questions, concerns, and requests are addressed through the appropriate channels. Job requirements Minimum Requirements and Competencies Education § University degree in psychology/ counselling/ social sciences/ communication/ health promotion/ educational sciences / nursing. Experience § Desirable 2 years of previous experience and previous experience in other NGO’s § Demonstrable experience in supervising and training others in a team setting. Languages § Local language essential (Dari/Pashtu), Mission language essential (English). Knowledge § Essential: knowledge of word, excel and internet Competencies § Results and Quality Orientation L2 § Teamwork and Cooperation L2 § Behavioural Flexibility L2 § Commitment to MSF Principles L2 § Stress Management L3