About ZanaAfrica

ZanaAfrica was founded in 2008 to advance gender equality through the lens of menstrual health, with the goal of transforming social norms and strengthening individual agency.

ZanaAfrica Programs is a Kenyan nonprofit organization with a vision to improve the health, safety, and education of adolescents and youth by equipping them with the tools they need to safely navigate puberty and unlock their potential. Our work includes integrating our proven reproductive health and life skills initiative, Nia Learning, into the government CBC curriculum; supporting Kenyans through a free hotline and chatbot that provide answers to health and safety questions (Nia HealthLink); and building a menstrual health alliance for Kenya to drive local and global advocacy (MH Alliance).

To date, ZanaAfrica has served over 250,000 youth and aims to reach an additional 250,000 in the next three years. Our affiliated social enterprise, ZanaAfrica Group, develops market-based products and solutions that improve reproductive health and promote gender equity. Together with ZanaAfrica Foundation, we operate as a tripartite organization headquartered in Nairobi, Kenya.

Our teams are determined and committed to gender equality, reproductive health and human rights, social justice, and advancing the interests of the populations ZanaAfrica serves in Kenya and across other regions of Africa.

Job Description

Job Title: Telephone Hotline Operator–Consultant (Nia HealthLink Project)

Reports To Program Officer – Nia HealthLink

Location: Kiambu, Nyeri, Garissa, and Uasin Gishu Counties

Position Summary

The Telephone Hotline Operator–Nia HealthLink will serve as a critical frontline contact for ZanaAfrica’s Nia HealthLink initiative, a free hotline and chatbot service that provides health and safety information to adolescents and youth.

The role is responsible for delivering safe, rights-based, and confidential conversational support on sensitive and stigmatized topics, with a particular focus on adolescent reproductive health and safety issues in Kenya. The Operator must demonstrate excellent communication skills, strong attention to detail for accurate note-taking and reporting, and fluency in English, Swahili, and the relevant local language for the county of application.

The position requires a background in public or community health or social work. The successful candidate will support young people to safely navigate puberty and unlock their potential, directly contributing to the mission of ZanaAfrica.

Roles and Responsibilities

• Respond promptly and professionally to incoming calls during assigned 8-hour shifts.
• Provide calm, respectful, and non-judgmental support to callers, maintaining confidentiality at all times.
• Deliver accurate, factual, and rights-based information using approved scripts and resources.
• Assess callers’ needs and provide safe and appropriate linkages or referrals to vetted service providers.
• Accurately record each interaction, including caller questions and any required follow-up actions.
• Document unanticipated or complex queries and escalate them to ZanaAfrica staff for guidance.
• Submit weekly call summaries and reports using ZanaAfrica’s reporting templates.
• Participate in initial training, refresher trainings, and regular debrief sessions with the hotline team.

Required Knowledge, Skills, and Abilities

• Must have attained the
• Must have a public/community health or social work background with demonstrated experience.
• Must be able to provide a Certificate of Good Conduct at the time of hiring and, if selected, provide references and complete child protection documentation to demonstrate a clean record.
• Excellent oral and written communication skills, including the ability to conduct safe, rights-based conversations on stigmatized topics.
• Strong note-taking and reporting skills with excellent attention to detail.
• Fluency in spoken English, Swahili, and the local vernacular language spoken in the county applied for.
• Familiarity with adolescent health and safety issues affecting the listed regions and Kenya.
• Must live in an area with a strong mobile network.
• Must reside in one of the listed counties.
• Must have reliable access to electricity to charge a phone and/or laptop at all times during shifts.

Application Process

Interested candidates should apply using the link below by answering the required key questions and submitting a CV. Applications received through any other means, or without the required documents and information, will not be considered. Applicants who contact ZanaAfrica through other channels or attempt to influence the recruitment process may be disqualified. Applicants must have the legal right to live and work in Kenya.

Application Deadline: No later than 10:00 PM East Africa Time on Monday, 29th December 2025.

Please note that only shortlisted candidates will be contacted. We appreciate all applicants’ interest in joining the ZanaAfrica team.