TBS is a private services company officially registered with the Ministry of Commerce (MoC) of Afghanistan. Established in 2011, TBS has been actively operating across the country, providing a wide range of ancillary and HR services to non-governmental organizations (NGOs). The company specializes in supporting NGOs with logistical, administrative, and operational services, ensuring efficient project implementation in various sectors. With a strong presence throughout Afghanistan, TBS is committed to delivering high-quality, reliable, and professional solutions tailored to the needs of its partners.

The Hotline Operator is a part-time role responsible for co-managing the national Mine Action Hotline (with the Hotline Operator and Security Assistant). The individual will handle calls related to explosive ordnance (EO), suspected hazardous areas, and complaints regarding mine action activities, projects, and staff, as well as victim assistance needs. A key part of this responsibility is to ensure the timely and accurate logging, verification, and referral of all calls, coordinating with relevant departments for rapid and effective responses. This position is based at the MATC office in Kabul, Afghanistan, and reports directly to the MATC Plans Manager.

Key Duties and Responsibilities:

Key Responsibilities of the Hotline Operator includes, but are not limited to:

● Hotline Management: Co-manage (with the Hotline Operator and Security Assistant) the 24/7 national Mine Action Hotline, including evening and weekend hours, ensuring all calls are handled professionally, and with empathy and respect.

● Information Management: Accurately log and document all valid incoming calls in the hotline database, following established MATC procedures. This includes, but is not limited to, registering all new information, requests, and complaints related to mine action operations, explosive hazards, hazardous areas, incidents, and victims, while ensuring strict confidentiality and sensitivity.

● Case Verification and Follow-Up: Verify the accuracy of all information received through the Mine Action Hotline by cross-checking details with other available data and follow-up communication with the caller. Coordinate with relevant MATC departments to ensure requests are referred and addressed promptly, thereby facilitating the timely provision of essential mine action services such as data collection, survey, clearance, marking, and EORE. Monitor the status of all calls in the database to ensure that timely action is taken and no case is left open for an extended period. Provide clear and timely feedback to callers, keeping them informed of the actions taken on their requests.

● Victim Data Collection: Assist in the collection and verification of data related to explosive ordnance casualties

● Reporting and Administration: Prepare and submit periodic (daily, weekly, monthly, quarterly, annual, and ad hoc) hotline reports to highlight call trends, response status, and follow-up actions.

• Education: High School Diploma or equivalent is required and University Degree (Bachelor’s or Master’s) is desirable and may substitute for some of the required number of years of experience.
• Experience: A minimum of four years’ experience in operating hotlines, community engagement, or a related field is required. Experience within the mine action sector is an advantage.
• Language Proficiency: Fluency in Dari and Pashto and strong English language skills (both written and spoken) are required. Proficiency in additional languages is a plus.
• Technical Skills:
  •  Basic knowledge of computer hardware, software, and networking is required.
  • Proficiency and experience in the usage of computers and office software packages (MS Office 2010 and/or newer versions).
  • Good communication and interpersonal skills.
  • Capacity to work under pressure and handle sensitive information with discretion.
  • Familiarity with internet usage and email applications for effective communication and online research.
• Interpersonal Skills:
  • Strong client relationship management skills to maintain effective communication with stakeholders and ensure high levels of service satisfaction.
  • Excellent problem-solving skills, with the ability to analyze issues, propose solutions, and make sound decisions in a timely manner.

Qualified and interested candidates are encouraged to submit their CV and a cover letter to humanresource.tbs.services@gmail.com no later than November 15, 2025. The subject line of the email must include TBS-KBL-0540; applications without this reference may not be considered.

Only shortlisted candidates will be contacted for an interview. We strongly encourage applicants to ensure their CVs highlight relevant experience, skills, and qualifications that align with the position. Incomplete applications or those submitted after the deadline will not be reviewed.

For any inquiries regarding the application process, please feel free to reach out.