4 days ago

Help Desk

Women's Activities & Social Services Association (WASSA)
537

Position Title: Help Desk

2025-09-13    Herat     Full Time     537

Job Location: Herat
Nationality: Afghan
Category: Distribution-Shipping
Employment Type: Full Time
Salary: Based on WASSA salary's Scale
Vacancy Number: W-HRT-379
No. Of Jobs: 3
City: Herat, GTC/Ansar Camp
Organization: Women's Activities & Social Services Association (WASSA)
Years of Experience: Candidates must also have a minimum of 2 ro 3 years of experience in a related field. Computer skills required particularly Microsoft Office (specially excel)
Contract Duration: 3 Months
Gender: Female
Education: University diploma in Social Science
Close date: 2025-09-13

About Women's Activities & Social Services Association (WASSA):

About Women's Activities & Social Services Association (WASSA):

Women Activities & Social Service Association (WASSA) was established in 2002 in Afghanistan as a non-governmental organization, committed to seeking ways for women's empowerment in Afghanistan. WASSA aims to promote women's equal participation in socio-economic sectors of the country. WASSA works directly with communities to bring change in the social attitude of the community regarding women.

An envision “Equal participation of women & men in all sectors of the country.

  • Equal Opportunities: WASSA is dedicated to offering equal employment opportunities to all employees and qualified candidates, regardless of race, color, religion, gender, ethnicity, age, or disability.
  • Safeguarding and Conduct: WASSA will contact previous employers to inquire about any history of sexual exploitation, abuse, or harassment during the candidate's employment, including incidents under investigation at the time the candidate left. Job offers are conditional on satisfactory reference checks. By applying, candidates confirm they understand and accept these procedures.
  • Final Selection: The selected candidate must pass a background check and reference check. They will also be required to sign WASSA's Code of Conduct, PSEA (Prevention of Sexual Exploitation and Abuse), Safeguarding, and other relevant policies before receiving a final job offer/contract 

Job Descriptions:

  1. Set up and manage the help desk at distribution sites or community events, ensuring it is clearly visible and accessible to all beneficiaries, including women, elderly, and persons with disabilities.
  2. Provide clear and accurate information to beneficiaries regarding the project, eligibility criteria, distribution schedules, and available services.
  3. Receive and document complaints, suggestions, and feedback from beneficiaries in a respectful, confidential, and timely manner using standardized tools (MODA) and forms.
  4. Ensure that complaints and sensitive feedback are properly categorized (e.g., protection, fraud, exclusion errors) and referred to the appropriate focal point or management level for timely action.
  5. Maintain an up-to-date logbook or database of all feedback and inquiries received through the help desk, ensuring data accuracy and completeness.
  6. Ensure confidentiality and protection of sensitive beneficiary information in line with WASSA’s data protection and safeguarding policies.
  7. Support unregistered or confused beneficiaries in understanding registration steps or locating their information in beneficiary lists.
  8. Assist vulnerable individuals (e.g., elderly, women, persons with disabilities) who may require support in navigating the distribution or registration process.
  9. Liaise with project staff, field supervisors, and community elders to resolve on-site issues or respond to urgent concerns raised through the help desk.
  10. Participate in regular training sessions on accountability, safeguarding, and humanitarian principles to improve service quality.
  11. Raise serious protection-related complaints or fraud reports immediately to the designated focal point or safeguarding officer.
  12. Support the MEAL/CFM team in analyzing trends from the help desk log to inform program improvement and risk mitigation.
  13. Ensure help desk signage and communication materials (flyers, banners, instructions) are properly displayed and updated.
  14. Assist in the dissemination of key messages, including distribution procedures, beneficiary rights, and complaint mechanisms.
  15. Compile and submit daily or weekly reports on help desk operations, number of cases handled, and any urgent issues identified.
  16. Perform any other related duties assigned by the line manager to support program accountability and transparency.

Job Requirements:

  1. University diploma in Social Science
  2. Computer skills required particularly Microsoft Office (specially excel)
  3. Able to work under heavy pressure situation 
  4. Able to meet deadlines and deliver high-quality work on time
  5. Ability to communicate with Pashto and Dari languages English language skill is asset.
  6. Hight Level of English language Typing.
  7. Showing good behavior and character with the community members and beneficiaries
  8. Strong communication skills required
  9. Should have a smartphone and ability to use smartphone
  10. Ability to travel to various districts in the respective provinces

Submission Guidelines:

  • Interested, qualified candidates should submit their information/request through the link (https://airtable.com/appK2CJeW7tJZRx9V/shrF4MFsjZj97uhVC)
  • Academic certificates or references do not need to be submitted at this time. These will be requested if an interview is called for.
  • Only short-listed candidates will be invited for the written test and interview upon project approval

Submission Email:

https://airtable.com/appK2CJeW7tJZRx9V/shrF4MFsjZj97uhVC

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