Where We Work | Program

AlôVida

Since 2019, the Mozambique Ministry of Health (MISAU) has been in touch with VillageReach about helping upgrade some of the capabilities of AlôVida, the ministry’s telephone hotline providing medical-related information to Mozambicans.

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Country

Mozambique

Solution

Health Center By Phone

Topic

Health care information

Status

Active

Background

In expanding AlôVida Health Center by Phone, VillageReach has used materials designed in Malawi to develop, adapt and translate Standard Operating Procedures. We also expanded platform capabilities by creating call recording, which is critical for quality assurance, developed and released COVID-19 IVR messages, and developed the technical capability for operators to work remotely. Night shifts were also introduced to extend service hours, making the hotline a 24-hour operation. We have developed the AlôVida Dashboard based on the MOH requirements and are currently working to integrate WhatsApp into the AlôVida platform.

How it
Works

VillageReach has been working in collaboration with MISAU and its implementation partners to develop a series of improvements to the AlôVida hotline platform with a focus on increasing service capacity and expanding content. Topics will include the latest information on COVID-19, maternal newborn child health, sexual reproductive health, HIV, immunizations, TB and mental health.

Links

Blog

USAID: Every Call Counts

“Our goal at Alôvida is to ensure that anyone who has a question related to COVID-19 can get an accurate and timely answer. The battle against COVID-19 doesn’t just happen in health clinics, it happens over the phone too.”

– Euclides Osias, Alôvida Manager

Program Impact

In 2021, AlôVida:

• Designed and translated COVID-19 modules in 7 languages
• Hired new nurse supervisor and trained 19 hotline workers
• In April 2021, VillageReach reached an agreement with Moz Telecom, improving the hotline by guaranteeing the functioning of AlôVida 24 hours/day with up to 24 voice lines; 64 lines for callers in a queue; and 128 concurrent interactive voice message recordings.

VillageReach estimates that during the first year of operation AlôVida HCPB will provide 1.2 million meaningful interactions with users who are seeking health information of health topics.