Hotline Operator

World Vision International (WVI) began emergency relief operations in Afghanistan in 2001 by addressing the urgent needs of children and families affected by natural disasters and decades of conflict. More than a decade later, World Vision Afghanistan’s (WVA) programs have expanded to development sectors such as health, nutrition, WASH, child protection, and education, empowering women to engage in civil and social change through interfaith partnership.

WVA targets the most vulnerable in its interventions; including children, women, Internally Displace Persons (IDPs), and returnee refugees, as well as the most impoverished and marginalized families. These priorities have been chosen to contribute to our Goal of: “Improved survival and well-being of Afghan girls and boys, building the foundations for a better future for Afghan children and their communities.” 

Our work is well established in Herat, Badghis, Ghor, and Faryab provinces in the western region of Afghanistan. We work closely with all levels of society including children, parents, teachers, village councils, religious leaders, ministries, provincial departments, and other national and international agencies.

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

Required Education, training, license, registration, and/or Certification

Minimum Bachelor’s degree in Social Sciences, Public Administration, Development Studies, Business Administration, Communication, or a related field.

Required Professional Experience

·       Minimum 2 years of relevant experience in hotline management, AAP, CRM, MEAL, or community engagement.

·       Experience working with humanitarian or development organizations is preferred AND experience handling confidential and sensitive information.

Required Language(s)

·       Fluency in Dari and Pashto.

Basic English communication skills are preferred.

The application closing date is 13-Jul-2026. Qualified applicants can apply for the position by filling in the online application form in WV Career portal. applicants can also attach their CV and cover letter in the online system. Please note that only the applications received through the online portal will be considered for this position.

Applicants can login to WV online application system by copying and pasting the following link into their: