Family Planning Support Agent – Part-Time

ABOUT FAMILY EMPOWERMENT MEDIA

Family Empowerment Media is an evidence-driven non-profit organisation working to support informed contraceptive decision-making through clear, engaging and accurate communication.

The organisation has implemented family-planning communication initiatives in several African countries and operates a WhatsApp-based support service that allows users to receive personalised family-planning information and support.

JOB SUMMARY

Family Empowerment Media is recruiting a part-time Family Planning Support Agent to support users through its WhatsApp-based service.

The Support Agent will respond to user enquiries, provide accurate and compassionate family-planning information, maintain user records and support appropriate follow-up and referrals.

The role is fully remote within Nigeria.

KEY RESPONSIBILITIES

• Respond to user messages received through WhatsApp.

• Follow approved tone, communication and content guidelines when responding to users.

• Provide accurate and understandable family-planning information.

• Support users with care, professionalism and confidentiality.

• Use customer-engagement and messaging platforms to manage conversations.

• Maintain accurate documentation of user interactions.

• Record actions taken and follow-up status using approved documentation tools.

• Conduct follow-up check-ins with users where required.

• Identify complex, sensitive or high-risk cases.

• Escalate cases requiring additional support to appropriate team members.

• Participate in quality-review processes.

• Contribute to team learning and continuous improvement of the support service.

• Maintain confidentiality and appropriate data-handling standards.

QUALIFICATIONS AND EXPERIENCE

• Degree or recognised professional qualification in Nursing, Pharmacy, Public Health or a related discipline.

• Fluent English.

• Fluent Pidgin English.

• Yoruba and/or Igbo language ability is an advantage.

• Applicant must have access to a laptop.

• Strong and reliable internet connection is required.

DESIRABLE EXPERIENCE

• Previous family-planning experience.

• Experience in reproductive health or maternal-health services.

• Previous customer-support or counselling experience.

• Familiarity with family-planning service delivery in Nigeria.

• Experience providing health-related information directly to users.

• Strong written communication and interpersonal skills.

WORKING ARRANGEMENT

• Employment type: Part-time, fixed-term employment.

• Initial contract: Six months, with possibility of renewal.

• Probation period: Two months.

• Working hours: Generally between 8 and 30 hours per week.

• Payment arrangement: Hourly.

• Location: Remote within Nigeria.

• Shifts may include weekdays and weekends.

• Weekday Support Centre operating hours: 8:30 AM – 5:30 PM.

• Weekend operating hours: 12:00 PM – 4:00 PM.

• Shift schedules are provided in advance.

TRAINING

Successful candidates must attend mandatory paid remote training scheduled for 9–14 November 2026.

Regular Support Centre shifts are expected to begin 30 November 2026.

HOW TO APPLY

Visit Family Empowerment Media’s official vacancies page and select the Family Planning Support Agent opportunity.

Candidates will be reviewed on a rolling basis.

Deadline: 2 October 2026.