Help Desk Assistant

Coordination of Humanitarian Assistance (CHA) is a non-governmental, non-profitable, and non-political Afghan NGO, working since 1987 mainly in agriculture, health, education, and infrastructure sectors in more vulnerable areas of the country. CHA is working through the implementation of Emergency, rehabilitation, and development projects for emergency aid for war, famine, and natural disaster-affected families in the field, to assist with the rehabilitation of rural and urban life, and to work with communities for sustainable development in Afghanistan.

Core Commitments and Expectations from Candidates:

CHA is dedicated to creating an environment where all staff members are committed to our core values and principles. We believe that our employees play a crucial role in maintaining the integrity and excellence of our organization. Therefore, we have outlined the following core commitments and expectations that all candidates must adhere to:

1. Adherence to CHA's Policies and Procedures: All candidates must adhere to CHA's policies and procedures, these guidelines are designed to ensure a safe, fair, and efficient working environment. Compliance with these policies is fundamental to maintaining the standards and quality of our operation
2. Protection from Sexual Exploitation and Abuse (PSEA): CHA has zero tolerance for sexual exploitation, sexual harassment and abuse. All candidates, employees, associates, and partners must comply with the PSEA policy.
3. Ethical Conduct and Integrity: Candidates are expected to maintain high standards of ethical conduct and integrity in all their professional dealings. This includes avoiding conflicts of interest, maintaining confidentiality, and adhering to anti-fraud and anti-corruption guidelines​​.
4. Commitment to Non-Discrimination and Diversity: CHA is committed to fostering a diverse and inclusive work environment. Candidates must respect and promote diversity and non-discrimination based on race, gender, age, or any other protected characteristic​​.
5. Child Protection: Candidates must adhere to the Child Protection Policy, ensuring the safety and well-being of children in all CHA activities.
6. Environmental and Social Safeguards: Candidate must follow CHA's Environmental and Social Safeguard Policy to minimize environmental impact and ensure sustainable practices in all projects and operations​​.
7. Confidentiality and Data Protection: Candidates are required to maintain the confidentiality of all CHA data and information.

All selected candidates will be expected to adhere to these standards and principles. To ensure compliance, candidates will undergo rigorous reference and background checks. These checks will include the verification of academic credentials and employment history. Selected candidates may also be required to provide additional information to facilitate these checks.

By joining CHA, candidates commit to these core values and contribute to our mission of providing humanitarian assistance with the highest level of integrity and professionalism. We look forward to welcoming dedicated individuals who share our commitment to making a positive impact.

Background and Purpose Emergency hot-spot Project provides food and cash-based assistance to vulnerable households. CHA, as the IP, supports transparent, accountable, and dignified delivery of assistance. The Help Desk Assistant serves as a key communication and accountability focal point at project sites. The position provides beneficiaries with accurate project information, receives and records complaints and feedback, refers cases through approved mechanisms, and follows up on issues requiring resolution. 2. Key Responsibilities • Maintain an accessible and functional Help Desk at distribution and other designated project sites. • Provide beneficiaries with clear and accurate information on project eligibility, entitlements, distribution arrangements, and relevant procedures. • Receive, document, and categorize complaints, feedback, and requests in a respectful and confidential manner. • Refer complaints and cases through approved CHA/WFP referral and feedback mechanisms and follow up on pending or unresolved cases. • Immediately escalate safeguarding, PSEA, fraud, diversion, or other serious protection and accountability concerns in accordance with established procedures. • Explain available complaint and feedback channels to beneficiaries and promote respectful two-way communication with communities. • Maintain accurate Help Desk records and prepare timely daily or weekly updates and reports as required. • Protect beneficiary information and ensure confidential and secure handling of records and case information. • Ensure all beneficiaries, including women, older persons, and persons with disabilities, are treated with dignity, impartiality, and respect. • Coordinate with relevant project staff to support timely response to beneficiary concerns without changing approved eligibility criteria, entitlements, or project procedures. • Perform other duties directly related to the Help Desk function as assigned by the Project Manager. Working Conditions • Field-based position requiring regular presence at distribution sites and community locations, including remote areas. • Extended working hours may be required during distributions or emergency activities. • Must comply with CHA security, safeguarding, confidentiality, and operational procedures. 6. Reporting and Accountability The Help Desk Assistant reports to the Project Manager and is accountable for accurate information provision, respectful beneficiary engagement, confidential handling of complaints and feedback, timely referral and follow-up of cases, and prompt escalation of serious concerns. 

• Bachelor’s degree in Business Administration, Social Sciences, or a related field. • Minimum 4 years of relevant experience in humanitarian programmes, community engagement, accountability to affected populations, complaints and feedback handling, or a related area. • Previous experience with WFP-supported projects is preferred. • Demonstrated ability to maintain accurate records, prepare reports, and handle sensitive information confidentially. • Ability to work effectively under pressure in field and distribution-site environments. • Fluency in Dari/Persian and Pashto; Uzbeki/Turkmeni is required where relevant to the assigned area. English is an advantage. 4. Core Competencies • Excellent communication, active listening, and interpersonal skills. • Integrity, impartiality, accountability, and respect for confidentiality. • Strong documentation, reporting, and organizational skills. • Sound judgment in complaint handling, referral, and escalation of sensitive cases. • Ability to work respectfully with diverse communities and collaborate effectively with project teams. • Commitment to humanitarian principles, safeguarding, PSEA, and accountability to affected populations. 

Interested and qualified candidates should send us their information using the link below.

https://manage.cha-net.org/jobs/6a86e9dccf2f51075904a9b2

for more information please contact to this number: 0729128577