Technical Officer – Public Response (Helpline 1166)

Technical Officer – Public Response (Helpline 1166)

Background

The Federal Directorate on Immunization (FDI), in partnership UNICEF and supported by WHO and other partners, has established a national helpline (1166) to improve public access to accurate health related to routine immunization, polio eradication, and public health awareness.

The helpline is a key component of the national risk communication strategy, enabling the public to receive timely responses to their health-related concerns. As the country continues to implement intensified immunization campaigns—especially for polio and missed routine immunization doses—1166 plays a crucial role in addressing myths, misinformation, and vaccine hesitancy.

To manage technical health queries and support call center operations, Technical Officers are required to ensure quality communication, provide up-to-date public health advice, and strengthen coordination between field programs and the helpline system.

Key Responsibilities

Under the direct supervision of the Coordinator the Technical Officer – Helpline 1166 will:

1. Respond to Escalated Health Queries:

• Address advanced or technical public queries related to routine immunization, polio vaccination, and vaccine safety.
• Guide caregivers and parents on the national immunization schedule, missed doses, and vaccine availability.

2. Strengthening Communication on Immunization:

• Provide clear and evidence-based communication to counter vaccine hesitancy and misinformation.
• Explain the importance of timely immunization, especially for infants and children under five.

3. Support Surveillance and Reporting:

• Flag any reports of adverse events following immunization (AEFIs) or vaccine refusals to supervisors and relevant focal persons for timely follow-up.
• Document trends or recurring issues reported by callers to help inform risk communication strategies.

4. Capacity Building of Call Center Agents:

• Conduct technical trainings and refreshers for 1166 frontline agents to improve their ability to answer immunization and polio-related queries.
• Monitor the quality of health advice being provided and recommend improvements.

5. Assist in Emergency Communication:

• Participate in communication response efforts during special immunization campaigns (e.g., National Immunization Days) or outbreaks.
• Assist the risk communication and media relations team during urgent public health events or misinformation incidents.

6. Support Call Center Operations:

• Help manage daily technical operations at the Sehat Tahaffuz Call Center, ensuring quick escalation and resolution of sensitive queries.
• Be available for extended hours or flexible shifts, particularly during high-demand periods (e.g., campaigns or outbreak responses).

7. Qualifications and Experience

• Minimum 3–4 years of progressively responsible experience in:
• Routine immunization programs (e.g., EPI, UNICEF-supported RI)
• Polio eradication campaigns or surveillance
• Health communication or community engagement roles in the public health sector
• Call center or helpline support within a healthcare or humanitarian setting

8. Languages Required:

English, Urdu, Pashto

Pay: Rs170,000.00 per month

Work Location: In person