MOH Call Centre Vacancies

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February 24, 2024 at 8:36 pm #1016050

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MOH Call Centre Vacancies, MOH Call Centre Vacancies, MOH Call Centre Vacancies, MOH Call Centre Vacancies

[caption id="attachment_1014978" align="alignnone" width="700"] Customer Service Reps in Call Center[/caption]

MOH Call Centre Vacancies

Government of the Republic of Trinidad and Tobago Ministry of Health
REQUEST FOR EXPRESSIONS OF INTEREST CALL CENTRE HOUSE OFFICERS

Institution: The Ministry of Health
Country: Trinidad & Tobago, Health Services Support Programme (HSSP)
Deadline: March 5, 2024

The Government of the Republic of Trinidad and Tobago (GORTT) has received financing from the Inter-American Development Bank (IDB) for the Health Services Support Programme (HSSP), and it intends to apply part of the funding towards the cost of contracting an Individual Consultant – Four (4) Call Centre House Officers for which this invitation is issued.

The Call Centre House Officers will play a key role in providing 24/7 telemedicine support to individuals seeking assistance with hypertension and diabetes self-management. The goal is to provide linkage to care for persons utilizing at home monitoring devices for Blood Pressure and Blood Glucose measurement.

The Health Services Support Programme now invites eligible Consultants (Individual Consultants only) to indicate their interest in providing the Services. Interested Consultants should provide information demonstrating that they have the required qualifications and relevant experience to perform the Services.
Consultants will be selected in accordance with the procedures set out in the Inter-American Development Bank: Policies for the Selection and Contracting of Consultants financed by the Inter-American Development Bank GN-2350-15 and is open to all eligible bidders as defined in Section V Selection of Individual Consultants (Open Invitation).

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Details of the above services can be accessed on the Ministry’s website as follows:

Ministry of Health website at http://www.health.gov.tt
Go to Ministry of Health Career Opportunities
Navigate the page to view the Invitation for the – “Call Centre House Officers- Individual Consultant’.
The TERMS OF REFERENCE (ANNEX A), is located immediately below the Letter of Invitation. Further details on the position are included in this document.
Complete the CV TEMPLATE (ANNEX B) which is part of the Terms of Reference document.
Interested individuals must submit their EXPRESSIONS OF INTEREST accompanied by a CURRICULUM VITAE USING THE REQUIRED FORMAT ANNEX B by 1:00 pm March 5, 2024, via e-mail at: procurement.hsspttl1039@health.gov.tt

The Ministry of Health reserves the right to cancel this EOI in its entirety or partially without defraying any cost incurred by individuals and does not bind itself to accept any EΟΙ.
Ms. Sharon Abass
Senior Procurement Specialist
Project Implementation Unit
Health Services Support Programme
Ministry of Health
Tel No.: 1-868-217-4664 Ext. 16703
sharon.abass@health.gov.tt

MOH Call Centre Vacancies

TERMS OF REFERENCE INDIVIDUAL CONSULTANT

CALL CENTRE HOUSE OFFICER

HEALTH SERVICES SUPPORT PROGRAM (HSSP)

MINISTRY OF HEALTH LOAN NO.: TT-L1039

BACKGROUND

The Government of the Republic of Trinidad and Tobago and the Inter-American Development Bank (IDB) entered into a loan agreement for the TT-L1039 – Health Services Support Programme (HSSP) for a period of five years August 12, 2017 to August 11, 2021.

The Health Services Support Programme (HSSP TT-L1039) aims to prevent and control non-communicable diseases among adults and prevent and control risk factors among primary and secondary school students by strengthening the delivery of integrated primary care services; implementing behaviour change programmes and policies; ensuring Human Resources for Health (HRH); and enhancing Health Facilities Investment Management

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The Programme is comprised of the following four components:

Component 1- Implementation of NCD Prevention and Control Plan: The objective is to reduce the morbidity and mortality from NCD’s by increasing screening early identification and treatment of NCD risk factors, as set out in the NCD Prevention and Control Plan.

Component 2 – Execution of the Human Resources for Health Plan
Component 3 – Implementation of an e-Health Information Management System (e-HIMS)
Component 4 – Strengthening of Health Facilities Investment Management

This Consultancy is concerned with Component 1 of the loan program; activity/ WBS 1:13 RHA health care professionals trained in new Chronic Care Model, and seeks four (4) individual consultants to provide on call ‘telemedicine consultation’ services for an established Diabetes and Hypertension Call Centre.

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OBJECTIVES

2.1. General Objective

The Call Centre House Officer will play a key role in providing 24/7 telemedicine support to individuals seeking assistance with hypertension and diabetes self-management. The goal is to provide linkage to care for persons utilizing at home monitoring devices for Blood Pressure and Blood Glucose measurement.

2.2. Specific Objectives

Provide evidence-based telemedicine support (for Blood Pressure and Blood Glucose Monitoring only), triage and referral services; in addition to counselling on lifestyle / risk factor modifications, medication adherence and other relevant strategies.

Deliver clear and comprehensive information on hypertension and diabetes, tailored to the client’s level of understanding.

Empower callers with knowledge on preventative measures, early warning signs and the importance of regular medical check-ups for effective self-management of chronic conditions for their overall health.

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SCOPE OF SERVICES, TASKS AND EXPECTED DELIVERABLES

3.1 Conduct telemedicine consultations with clients about their health, provide medical advice and address queries related to hypertension, diabetes and other similarly related health issues as required by persons utilizing a home blood pressure or home blood glucose measuring device.

Recognize and appropriately respond to urgent / emergency situations related to abnormal

blood pressure and blood glucose readings and mounting the appropriate response e.g making the appropriate referrals.

Collaborate with emergency services and healthcare facilities for timely interventions when required.
Promote client empowerment and proactive management.
Maintain detailed documentation of all caller interactions including medical advice provided in a systematic and confidential manner.
Prepare and submit weekly call centre usage reports/ call logs.

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CHARACTERISTICS OF THE CONSULTANCY

4.1 Type of Consultancy: Individual Consultant

4.2 Duration: Five (5) months

4.3 Place of Work: Hybrid

4.4 Language: English (Fluent)

4.5 Qualifications, Experience, Skills and Areas of Expertise

Academic Qualifications

Bachelor of Medicine & Bachelor of Surgery (MBBS)
Professional Certification / Membership: Full Registration as a medical practitioner by the Medical Board of Trinidad and Tobago

Required Experience

One to Three years’ experience in the following:

preventative medicine
diagnosing a variety of diseases and injuries and referring for further assessment/investigations and or treatment as needed.
emergency medicine will be an asset.

IT Knowledge and Skills
- Computer proficiency with high level of familiarity with commonly used packages like MS Word, Excel and Power Point
- Working knowledge of Scheduling Software such as MS Project

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REPORTING REQUIREMENTS AND TIME SCHEDULE FOR DELIVERABLES

The Reporting Requirements and Time Schedule for Deliverables can be seen below. All reports and documentation are to be submitted to the Director, NCDs Unit, MoH or designate.

The Call Centre House Officer will be required to submit monthly reports
Templates for technical reports will be agreed with and submitted to the Director, NCDs Unit
Invoices using the provided template are to be completed at the end of every month, submitted to the NCD Technical Director or designate, Health Services Support Programme, Project Implementation Unit, MoH, and must include copies of Monthly Report and Deliverable Acceptance Form signed by the NCD Technical Director.

No.	Deliverable/Reports	Proposed Due Date
1.	Monthly Status Reports	Month 1-4
2	Final report	Month 5

5.1 Deliverables

Weekly Call Logs – call centre usage reports/ call logs.

Monthly reports – Monthly Status Reports and Call Center Logs to be submitted by the last working date of each month, detailing activities and progress of the works completed. The reports should include any current or foreseeable call center issues/ matters to be resolved, suggestions, recommended actions for the call center. Unresolved items shall be highlighted.
Final Report– Detailing all activities undertaken during the assignment and lessons learnt with recommendations as expected at the end of the contract.

6.0 CLIENT INPUT AND COUNTERPART PERSONNEL

The Client will provide the following:

All available data, information, documentation and reports to inform assessment, consultations and recommendations.

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7.0 COORDINATION

The House Officer will report directly to the Director, Non- Communicable Diseases or designate, as designated by The Permanent Secretary, Ministry of Health.

EVALUATION CRITERIA

Evaluation Component	Evaluation Criteria	Maximum Points	Applicant’s Score
1. Academic Qualification	MBBS from a recognized institution	30
1. Academic Qualification	Professional Certification / Membership: Full registration as a medical practitioner by the Medical Board of Trinidad and Tobago	20
2. Required Experience	One to three years’ experience in preventative medicine	15
	One to three years’ experience in diagnosing a variety of diseases and injuries and referring for further assessment/investigations and or treatment as needed	15
	One to Three years’ experience in emergency medicine will be an asset	5
IT Knowledge and Skills	Computer proficiency with high level of familiarity with commonly used packages like MS Word, Excel and Power Point	10
	Working knowledge of Scheduling Software such as MS Project	5
Total Points		100

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ANNEX B CURRICULUM VITAE FORMAT

Name of Consultant Services
Name of Individual Consultant:	[Insert full name]
Date of Birth:	[day/month/year]
Nationality

Education: [List college/university or other specialized education, giving names of educational institutions, dates attended, degree(s)/diploma(s) obtained]

________________________________________________________________________

Experience relevant to the Assignment: [Experience related to the services and tasks performed; professional skills according to the assignment requirements, and knowledge of administrative systems and government organisation within the country of the Client and Region. List previous positions relevant to the Assignment starting with present position, list in reverse order, provide dates, name of contracting organization, titles of positions held, types of activities performed that best illustrate capability to handle the services/tasks and location of the assignment, and contact information of previous clients who can be contacted for references. Past position that is not relevant to the assignment does not need to be included.]

Period	Contracting organization and Title/Position; Contact Information for References	Country	Summary of Key Activities performed relevant to the Assignment
[e.g., May 2005-present]	[e.g., Ministry of ……, advisor/consultant to… For references: Tel…………/e-mail……; Mr. Bbbbbb, Deputy Minister]
Etc.

Membership in Professional Associations and Publications:

Language Skills (indicate only languages in which you can work):

Consultant contact information : [e-mail………………, phone……………]

Certification:

I, the undersigned, certify that to the best of my knowledge and belief, this CV correctly describes myself, my qualifications, experience, skills and knowledge and I am available to undertake the assignment in case of an award. I understand that any misstatement or misrepresentation described herein may lead to termination by the Client, and/or sanctions by the Bank.

Name of Consultant Signature Date[day/month/year]

	Yes	No
(i) This CV correctly describes my qualifications, experience, skills and knowledge
(ii) I am employed by the Executing or the Implementing Agency
(iii) I was part of the team who wrote the Terms of Reference for this consulting services assignment
(iv) I am currently debarred by a multilateral development bank (If yes, identify who)

I confirm that I will be available to carry out the assignment for which my CV has been submitted in accordance with the Scope of Services and Consultant’s Reporting Obligations set out in the Terms of Reference.

Annex C: Eligible Countries

This section lists the Bank’s member countries, as well as the criteria to determine the nationality of Consultants.

“Eligible countries are: Argentina, Austria, Bahamas, Barbados, Belgium, Belize, Bolivia, Brazil, Canada, Colombia, Costa Rica, Chile, Croatia, Denmark, Dominican Republic, Ecuador, El Salvador, Finland, France, Germany, Guatemala, Guyana, Haiti, Honduras, Israel, Italy, Jamaica, Japan, Mexico, Netherlands, Nicaragua, Norway, Panama, Paraguay, People’s Republic of China, Peru, Portugal, Republic of Korea, Slovenia, Spain, Suriname, Sweden, Switzerland, Trinidad & Tobago, United Kingdom, and United States, Uruguay and Venezuela.

Eligible Territories are:

Guadeloupe, French Guiana, Martinique, Reunion – as Departments of France
S. Virgin Islands, Puerto Rico, Guam – as Territories of the USA
Aruba – as a constituent country of the Kingdom of the Netherlands; and Bonaire, Curacao, Saint Marten, Saba, St Eustatius – as Departments of the Kingdom of the Netherlands
Hong Kong – as a Special Administrative Region of the People’s Republic of China”.

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Nationality and origin of Goods and Services Criteria

The policy provisions make it necessary to establish criteria to determine a) the nationality of the firms and individuals eligible to bid or participate in a bank-financed contract and b) the country of origin of goods and services. For these determinations, the following criteria shall be used:

Nationality:

An individual is considered to be a national of a member country of the Bank if he or she meets either of the following requirements:

is a citizen of a member country; or
has established his/her domicile in a member country as a “bona fide” resident and is legally entitled to work in the country of domicile.

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