Action Against Hunger/Action Contre La Faim (AAH/ACF) is a Non-Governmental Organization (NGO) that was created in France in1979. AAH/ACF has been active in Afghanistan in the medical, nutrition, food security, and water and sanitation fields since 1995.AAH/ACF improved access to health and nutrition services for the most vulnerable people, who live in remote areas without a localhealth system. In particular, the country team supported pregnant and breastfeeding women and children under five, who are atgreater risk of malnutrition. Nutrition programs rely on an integrated approach, addressing both primary and underlying causes, inorder to have a lasting impact on nutritional status. The country team worked at community level, in villages and at provincial level,strengthening the public health system. It also worked at national level to ensure reliable information about the nutritional situation reached the wider humanitarian community. Covid-19 prevention was integrated into all interventions and additional responseactivities were implemented, such as the disinfection of health facilities and public places, cash assistance, psychosocial support andthe distribution of hygiene kits to affected populations.

Main Responsibilities:

Hotline Call Management, documentation, reporting and referring clients in need of additional services to relevant bodies via toll free line

• Answer incoming calls promptly and professionally in line with hotline protocols and provide basic emotional support, active listening, and reassurance to callers in distress.
• Identify the caller’s needs and refer them to the appropriate MHPSS hotline psychologist by regularly checking the system for available time slots and scheduling new/follow clients based on the hotline psychologist availability.
• Maintain a calm and empathetic approach when dealing with callers experiencing emotional distress or crisis.
• Accurately record call information in the hotline database, ensuring data completeness, confidentiality, and that all documents and file records are regularly updated and safely entered into the system.
• Report technical or communication issues immediately to the supervisor and maintain daily call logs, referral tracking, and other administrative records.
• Collaborate closely with hotline psychologist, supervisors, and external referral partners to ensure callers receive appropriate follow-up and participate in regular supervision, training, and capacity-building sessions.

• Bachelor’s degree in psychology, psychosocial services, related field from reputed university.
• Minimum 2 year experience in NGOs including preferable experience call handling and providing counselling over the phone.
• Prior experience with tele- counselling is an added advantage.
• Strong computer skills; familiar with word, excel, teams and email
• Excellent interpersonal & communication skills – verbal and written in both national languages (English will be an added value)
• Independent, critical mind and pro-activity
• High level of empathy & confidentiality
• Flexibility and organization
• Good team interaction and positive attitude
• Stress tolerance and ability to work effectively in a highly demanding workplace.
• Language proficiency in Dari, and Pashto are mandatory.

Qualified and interested candidates should submit a cover letter and full CV with three Referees indicating the vacancy announcement to the address: Human Resources Department AAH office or can also be emailed to:

vacancies@af-actionagainsthunger.org indicating the job tile and vacancy number of the position in the email subject line.

Eligible candidates are invited to apply by the earliest possible, until 26 Oct 2025. 

Qualified female candidate are encouraged to apply.

Do not submit academic certificates with the application. These will be requested if the candidate is selected. Only short-listed candidates will be contacted for the written test/interview.  

Action Against Hunger/Action Conter La Faim is an equal opportunity employer.  We strongly encourage women and people with disabilities to apply.  ACF/AAH has zero-tolerance policy on sexual exploitation, sexual harassment, and abuse (SEA)

Employment at Action Against Hunger is free of charge. Action Against Hunger does not charge any fee at any stage of the recruitment process to the candidates. Therefore, please refrain of offering money or any other form of compensation to anyone claiming that they can secure you a job or assist you in the hiring process and this is strictly against our recruitment policy.