Activation Date: 27 January, 2025 Announced Date: 27 January, 2025 Expire Date: 31 January, 2025
| Job Location: | Herat |
|---|---|
| Nationality: | Afghan |
| Category: | Monitoring and Evaluation |
| Employment Type: | Full Time |
| Salary: | as per WVA Salary scale |
| Vacancy Number: | WVA1714 |
| No. Of Jobs: | 1 |
| City: | Herat |
|---|---|
| Organization: | World Vision International |
| Years of Experience: | Minimum 1 year of relevant experience in humanitarian programs, particularly in Accountability, Complaint/Feedback mechanism recording and data collection system. |
| Contract Duration: | 2 Months |
| Gender: | Female |
| Education: | High school (essential), Bachelor’s degree in Social Sciences, Business Administration, Information Technology or any other related field (preferred). |
| Close date: | 2025-01-31 |
About World Vision International:
In order to meet the immediate needs of children and families impacted by natural catastrophes and decades of violence, World Vision International (WVI) started emergency relief activities in Afghanistan in 2001. Over ten years later, World Vision Afghanistan’s (WVA) initiatives have grown to include development areas including nutrition, health, child protection, WASH, and education, enabling women to participate in interfaith partnerships for civic and social change.
In its initiatives, WVA focuses on the most vulnerable, such as women, children, internally displaced people (IDPs), returnee refugees, and the poorest and most disadvantaged households. In order to achieve 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,” these priorities have been selected.
In the western Afghan provinces of Herat, Badghis, Ghor, and Faryab, our work is well-established. Children, parents, teachers, village councils, religious leaders, ministries, provincial departments, and other national and international organizations are among the many societal levels with whom we collaborate closely.
Operator of the hotline:
Generally speaking, the Help Hotline Operator is a woman who answers the hotline calls from her home, working from 5 PM to 8 PM on workdays and from 8 AM to 7 PM on holidays. In order to reach vulnerable populations and to ensure that women and children feel comfortable making calls, it is advised that the hotline operator be a woman. Under the direct supervision of the WVA Accountability Coordinator, the post holder will gather input from the Hotline system and forward it to the WVA in compliance with the WVA feedback procedure. based on the type of comments received.
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.
Job Requirements:
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:
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
Submission Email:
wvafg_recruitment@wvi.org