Description of Session
This session presents experiences from the development and implementation of free, on-demand, interactive voice response (IVR) audio job aids (AJAs) on family planning counseling and service delivery that were created to complement in-person training received by providers in Nigeria. Global evidence indicates that standalone mobile AJAs on clinical service provision are not effective, but that in-person clinical training is more effective when there is ongoing engagement and training follow-up. There will be three parts to this presentation: 1. The first part will provide an overview of the activity, implemented by the Sustaining Health Outcomes through the Private Sector (SHOPS) Plus project. This includes both on-demand and scheduled push IVR messages and quizzes. This section will highlight design choices for the AJAs including clinical provider preferences for content, voice, and timing of on-demand and complementary push messages. This data was gleaned from participatory stakeholder workshops and ad-hoc qualitative feedback during implementation. 2. The second part will describe the unique 3-2-1 partnership that supports free access to the on-demand content. An existing partnership between Airtel, a local mobile network operator (MNO), and Viamo, an aggregator and content curator, made health and other development sector content available for free to Airtel subscribers in Nigeria. SHOPS Plus leveraged this platform and added related technical content for providers, but using this platform entailed key trade-offs for the program, which will be discussed. 3. Finally, SHOPS Plus will present on initial lessons learned from routine monitoring and evaluation data during the implementation of the AJAs in two states in Nigeria. Launched in July, the program will have five months of usage statistics, quiz responses, and feedback from providers to share with session participants.
