Job Porpuse
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.
Major Responsibilities
Hotline, Communication Management, Reporting and Documentation
- 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.
Complaint, Feedback Management, Confidentiality and Data Protection
- 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.
Community Accountability Support
- 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.
Other
· Adhere to WV Child and Adult Safeguarding policy and standards.
· Adhere to WV accountability standards.
· To be aware and prepared to implement WV Afghanistan Humanitarian and Emergency Affairs plan in targeted province/s
