Funded by UNHCR, Watan’s Social and Technical Services Association (WSTA) is implementing the Community-Based Protection Monitoring, Community Engagement, Rapid Household Needs Assessment, Complaint and Feedback Mechanisms, and Distribution of CRI/NFI projects in Herat, Badghis, Ghor, Farah and Nimroz provinces of Western Region, Afghanistan. WSTA has 32 years of progressive experience in protection (general protection, GBV, child protection, HLP, civil documentation, etc.), shelter, food security, nutrition, WASH, health and education in different parts of the country. With a dedicated and professional management team, WSTA is committed to provide humanitarian assistance to the vulnerable population in Afghanistan.

Under director supervision of the CFM Officer, the CFM operators will record/register the complaints and feedbacks directly coming through existing mechanisms, or through UNHCR and Awaaz Afghanistan referral system.

1. Operate communication channels (e.g., hotline, helpdesk, email, SMS, suggestion boxes).
2. Actively listen to affected individuals and groups while maintaining a non-judgmental attitude.
3. Ensure confidentiality and sensitivity, especially when handling cases involving gender-based violence (GBV), protection concerns, or sensitive issues.
4. Accurately log all complaints and feedback in a secure system.
5. Categorize complaints according to established guidelines (e.g., urgent, sensitive, program-related).
6. Ensure that all data is recorded in line with organizational and donor requirements, as well as privacy and data protection standards.
7. Provide immediate responses where possible, such as answering frequently asked questions or clarifying program-related information.
8. Escalate complaints that require higher-level attention to relevant departments (e.g., protection, program management).
9. Track referred cases to ensure resolution and closure.

10. Any other tasks assigned by the Supervisor/line manager.

Holding a High School Degree or Bachelor's Degree
2 Experience working with national or international NGOs Preferably in the Protection Sector
Fluent in Dari and Pashto languages- intermediate knowledge of English Language (High level is a plus point)
Familiarity or ability to operate the KOBOToolbox

Interested Candidates are requested to submit their applications (CV and Cover letter) by email to Jobs@wsta.ngo  by mentioning the job title and vacancy number in the subject line of your emails otherwise your applications will not be accepted.

WSTA has a zero-tolerance policy against sexual exploitation and abuse therefore, all project staff will be subjected to background and security checks. We are also against all forms of gender-based violence, exploitation, and abuse of children in the context of our operation in the country. We are committed to the “Do No Harm” principle in our workplace and throughout our operation in the country therefore, our staff must also respect the organizational code of conduct and safety policy. WSTA provides equal employment opportunities and does not ask for money or gifts at any stage of the recruitment process.