Professionalizing RRP+ Hotline: Volunteers Trained to Serve with dedication and quality

Under the support of GIZ-Rwanda/Right-Based Program the Rwanda Network of People Living with HIV-RRP+ conducted a 3-day refresher training for hotline volunteers and Program Managers to support the professionalization of RRP+ hotline.

Established in 2020 during COVID-19, RRP+ Hotline « 1245 » operates all days (Monday to Sunday) from 08h00 to 18h00 and provides the following services :

-Information about Sexual Reproductive Health: responding to questions related to What STDs are, how they are prevented, questions about pregnancy and accessibility to SRH services.

-Support related to Human Rights through giving advice to PLHIV facing Stigma and discrimination.  -Health care information about taking and adhering to ARVs and health center transfers.

– Providing information about HIV Prevention, Transmission and Testing

Participants acquired additional knowledge and skills to use the RRP+ hotline manual, for consistent and comprehensive answers to the hotline respondents, in line with RRP+ values, effective communication (including active and empathetic listening and client-centered communication), among other skills.

The hotline receives over 500 calls per month where anyone can call to receive confidential information, referrals on HIV prevention, care, and treatment. Services through the hotline have helped those who are far from health facilities to access easily health services and drugs, liaising PLHIV to the existing peer education support groups and disseminating health education information related to HIV Prevention, Care &Treatment.