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.
