With 75 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.
Come join our 31,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!
Employee Contract Type:
Local - Fixed Term Employee (Fixed Term)
Job Description:
job-Purpose
The purpose of the Help Hotline Operator position is to respond to hotline calls on a full-time basis from home during working days and holidays, from 8:00 AM to 7:00 PM. It is recommended that the position be held by a female operator to help vulnerable groups, particularly women and children, feel comfortable when making calls. The position holder will be directly supervised by the WVA Accountability Coordinator and will be responsible for receiving, registering, documenting, and sharing feedback through the hotline system in accordance with the established feedback mechanism. The operator will manage CFRM cases in the WVI/Afghanistan Accountability database (DAP), refer cases while maintaining confidentiality, follow up on referred cases, respond to callers, and close cases as appropriate. She will also address complaints, queries, and information requests from beneficiaries in a timely and respectful manner, safeguard the feedback and complaint registry, prepare and share daily reports with the WVA Accountability Coordinator, and ensure full compliance with WV’s accountability standards, child protection protocols, and Child and Adult Safeguarding policy.
Operate and manage hotline channels professionally and respectfully, ensuring services remain accessible, responsive, and functional.
- Receive calls, messages, complaints, feedback, inquiries, and referrals from beneficiaries and stakeholders, and provide accurate information regarding services, referral pathways, and organizational processes.
- Maintain a positive, respectful, and client-centred approach while communicating with communities.
- Prepare daily, weekly, and monthly hotline activity reports, maintain organized records of hotline interactions and referrals, and contribute to accountability reporting and analysis of complaint trends and community feedback.
- Register, document, categorize, and track all complaints and feedback in the approved Complaint and Response Mechanism (CRM)/DAP system in accordance with established SOPs and referral pathways.
- Ensure timely referral, updating records regularly, following up on referred cases, responding back to callers, and closing cases accordingly.
- Address complaints, feedback, and queries from beneficiaries in a timely, professional, and respectful manner.
- Maintain strict confidentiality of complaints, feedback, and beneficiary information, and ensure all data and hotline records are protected and handled according to safeguarding and data protection policies.
- Support awareness-raising activities on AAP and available feedback mechanisms to ensure communities are informed about their rights and communication channels.
- Participate in trainings, meetings, and capacity-building sessions related to accountability and safeguarding, and coordinate with MEAL, program, and safeguarding teams on accountability-related issues.
- Support field visits, monitoring activities, and other accountability initiatives as required.
- KNOWLEDGE, SKILL AND EXPERIENCERequired Education, training, license, registration, and/orCertification
- Minimum Bachelor’s degree in Social Sciences, Public Administration, Development Studies, Business Administration, Communication, or a related field.
- Required Professional Experience· Minimum 2 years of relevant experience in hotline management, AAP, CRM, MEAL, or community engagement.· Experience working with humanitarian or development organizations is preferred.· Experience handling confidential and sensitive information.Required Language(s)
- Fluency in Dari and Pashto.
- Basic English communication skills are preferred.
- Required travel and/or work environment accommodationsBased in Herat with occasional travel to districts and field locations as required.Position’s physical requirementsShould be physically fit and able travel in the field Preferred Experience, Knowledge and/or other Qualifications
- Previous experience in hotline, call centre, customer service, or complaints handling, preferably in an NGO/humanitarian context.
- Knowledge of AAP, CRM/CFM systems, safeguarding, and confidentiality principles is an advantage.
- Strong communication skills in Dari and Pashto; basic English is an asset.
- Good listening, interpersonal, and problem-solving skills with ability to handle sensitive issues professionally.
- Basic computer skills (MS Word, Excel, data entry, and reporting tools).
- Ability to work under pressure, manage tasks efficiently, and meet deadlines.
- Commitment to safeguarding, humanitarian principles, and organizational values.
Applicant Types Accepted:
Local Applicants Only
