World Vision International (WVI) began emergency relief operations in Afghanistan in 2001 by addressing the urgent needs of children and families affected by natural disasters and decades of conflict. More than a decade later, World Vision Afghanistan’s (WVA) programs have expanded to development sectors such as health, nutrition, WASH, child protection, and education, empowering women to engage in civil and social change through interfaith partnership.

WVA targets the most vulnerable in its interventions; including children, women, Internally Displace Persons (IDPs), and returnee refugees, as well as the most impoverished and marginalized families. These priorities have been chosen to contribute to our Goal of: “Improved survival and well-being of Afghan girls and boys, building the foundations for a better future for Afghan children and their communities.” 

Our work is well established in Herat, Badghis, Ghor, and Faryab provinces in the western region of Afghanistan. We work closely with all levels of society including children, parents, teachers, village councils, religious leaders, ministries, provincial departments, and other national and international agencies.

Hotline operator:

The purpose of the Help Hotline Operator, in general is a female to answer the Hotline calls from her home, full day in holidays from 8 AM to 7 PM, and in working days from 5 PM to 8 PM. It is recommended that this hotline operator it is a female, so we are able to reach vulnerable groups and as females and children feel comfortable to make a call. The position holder will be directly supervised by the WVA Accountability Coordinator and will collect feedback from Hotline system, passing it on to the WVA in accordance with the WVA feedback mechanism. Depending on the nature of the feedback.

 Main responsibilities:

1. Hotline Operator is the main responsible for responding to calls, registering, preparing the data and then sharing it to the AAP Coordinator.
2. Answering to the Hotline calls on working days from Sunday to Thursday from 4 Pm to 7 Pm and the full days during the holidays from 8 Am to 7 Pm.
3. Registering overall CRM cases in WVI/Afghanistan/Accountability database.
4. Sharing and referring cases (keeping the confidentiality of cases) with organization and sending notification email to the accountability coordinator.
5. Following-up on cases referred and respond back to the caller and close the case.
6. Record complaints and feedback using prepared Kobo form.
7. Address complaints and queries from beneficiaries in a timely and respectful manner.
8. Safeguard the feedback/complaint registry to ensure confidentiality.
9. Respond to information requests from beneficiaries within the specified mandate.
10. Systematically document and share daily reports with the WVA Accountability Coordinator and through Kobo.
11. Respect WV’s child protection protocols and adhere to survey questions.
12. Adhere to WV Child and Adult Safeguarding policy and standards.
13. Adhere to WV accountability standards.
 

Skills & technique:
➢ Operator should wait for the User to finish speaking before asking clarifying questions and should only ask questions to ensure understanding.
➢ If a User has gone off topic, bring them back on track.
➢ An operator should show understanding by reflecting the speaker’s feelings.
➢ Sense the tone of the person, adapt your tone.
➢ Emotional Users: adopt a calm tone while delivering healing statements: “I believe you.
➢ Angry or Abusive Users: adopt a calm tone while saying one of the following: “We are here to help you.”
➢ Prank Users: report the incidents to their Supervisor with detailed information for monitoring. The Supervisor will review the case and determine if the User is indeed a nuisance/prank User and can take measures to manage this (for example, if a man is hassling a female Operator, a male Operator may be assigned to tend to their case). Some statements that can be used to keep the User on track and/or deflect further nuisance are below:
➢ Confidentiality & Respect: Quality assurance of sensitive cases, including requests for psychosocial support, reports of gender-based violence (GBV) or sexual exploitation and abuse (SEA). The Operator should inform and make it clear to the User that their information will be shared only with their consent and only with the relevant unit that can help solving the assistance. Operators must keep the interaction confidential.

Required Language(s)

Proficiency in local languages and working knowledge of Pashto, Dari and English.

Required Education, training, license, registration, and/or Certification

High school (essential), Bachelor's degree in Social Sciences, Business Administration, Information Technology or any other related field (preferred).

Required Professional Experience  

Minimum 1 year of relevant experience in humanitarian programs, particularly in Accountability, Complaint/Feedback mechanism recording and data collection system. 

Previous experience working in challenging and remote environments is an asset.
➢ Understanding of basic accountability and complaints record mechanism (essential)
➢ Experience of working with Kobo.

 Logistical and Administrative necessities
➢ Laptop
➢ Table and chair
➢ Wi-Fi
➢ Solar
➢ Buttery for saving the Wi-Fi
➢ Filing system

Submission Guideline:

The application closing date is31-Jan-2025 Please submit your resume and one-page cover letter outlining how you meet the job requirements by emailing:  wvafg_recruitment@wvi.org 
Please write on the subject of your Email the Vacancy Number (WVA1714) also avoid sending an attachment of big size (above 1024 KB) if you want your application/CV to be considered.
.را در عنوان ایمیل خود ذکر کنید (WVA1714) لطفا کد اعلان کاری

Only shortlisted candidates will be invited for a written test and interview.

Applications with insufficient, incomplete, and inconsistent information to make a determination will not be considered.

For those who may distribute our announcement on other social media (Facebook, Telegram, WhatsApp, etc….), this is kindly asked to please copy the vacancy link from the ACBAR job site and share it with your posts. No translation to the local language or editing of the vacancy is permitted. 

Submission Email:

wvafg_recruitment@wvi.org