ACBAR

Over the past few years, Afghanistan has witnessed a relative improvement in security and stability across much of the country. This has allowed humanitarian actors like INTERSOS to maintain uninterrupted access and expand services in areas that were previously hard to reach. Despite this progress, the humanitarian situation remains critical, with millions of Afghans continuing to face acute vulnerabilities due to prolonged economic hardship, natural disasters, and limited access to essential services.

In 2025, more than half of the population is in need of humanitarian assistance, with food insecurity, child malnutrition, and displacement remaining key concerns. Natural disasters, such as floods and recent earthquakes, have further compounded the needs of already struggling communities.

INTERSOS continues to operate through a community-based approach with field bases in Kabul, Kandahar, and Zabul, delivering primary healthcare, nutrition, and protection services with a focus on women, children, and persons with disabilities. The organization enjoys strong community acceptance and collaborates closely with relevant national authorities, including maintaining the full participation of female staff in all activities.

While the operational environment is largely stable and conducive, funding shortfalls and systemic barriers such as restrictions on financial flows and administrative bottlenecks continue to impact the scope and scale of humanitarian response. Sustained support is crucial to ensure the continuity of life-saving services and to address the urgent needs of Afghanistan’s most vulnerable populations.

1. Address the queries of callers using setup helpline while respecting ethical and professional behavior in accordance with the INTERSOS standard operating procedures and CRM guidelines.
2. Ensure that any feedback or complaint provided through INTERSOS feedback helpline number is entered promptly into the Complaints Response Mechanism Forms and reported to the line manager.
3. Follow up internally with Accountability officer on complaints and feedback referrals with the relevant departments. Respond to pending issues provide support as needed and communicate progress back to beneficiaries.
4. Maintain a set up filing system for all the complaints and feedback with recording certain codes and maintain confidentiality.
5. Ensuring that listens patiently to all callers from the fields of project activities and provides them with professional and necessary information if they need.
6. Ensure that the Helpline number is functional for calls between pre-determined operational hours
7. Support the MEAL unit in setting up the different Complaints and Response Mechanism in relevant project locations.
8. Field visit to the INTERSOS health centers with the Accountability Officer to conduct field activities.
9. Ensure regular maintenance of complaints and response database/information system and ensure information is shared on a regular basis
10. Support the MEAL and Program teams in activity implementation to ensure beneficiary access to CFRM channels (field visit).
11. Participate and/or lead surveyors during onsite field mission including KAP / PDM and baseline-end line assessments and as directed by line manager
12. Support M&E and Accountability officers in data entries and data collection of the assessment led by MEAL Unit.
13. Conducting any necessary confidential data collection through Helplines.
14. Ensure that all data captured is always kept physically secure
15. Compiles analyze and disaggregate monthly complaints and responses by project gender and age etc.
16. Provide weekly reports regarding the responses / complaints received
17. Periodically check the filing of responses / complaints in order to ensure compliance with the INTERSOS CRM standards and requirements.
18. Record and analyze data and produce monthly Complaint/Response reports to the direct line manager.
19. Translation of MEAL related documents in local languages
20. Any other task as assigned by line manager whenever needed

Experience
 

• Minimum of 2 years of professional experience in Helpline operations, MEAL, or in humanitarian sectors such as Nutrition & Health, Food Security & Livelihoods, or WASH, preferably with national or international NGOs.
• Proven experience handling confidential information with discretion.
• Strong knowledge and hands-on experience in data collection, triangulation, and verification.

• Prior experience in accountability and beneficiary feedback mechanisms is highly desirable.
• Proficient in data analysis, particularly using Microsoft Excel.

Required skills:

• Good negotiation skills.  
• good in Excel and computer.
• Professional representation skills.
• Excellent e-mail writing skill.

Language Requirements:

• Fluency in spoken Pashto and Dari Mandatory.
• Having excellent working knowledge of written and spoken English.

Computer skills:

• Advanced computer skills including applications of MS word and excel.
• Specific resources: Computer Helpline mobile phones

Qualification/level of study:

• University Degree in Literacy, social science, or health sectors.
• Advanced Computer literacy especially MS Word and Excel.‎

Respected Applicants, please visit the link below and fill in the required information.

https://forms.gle/FRXzYkfY8PRFcPFG6

Please note that only shortlisted applicants will be contacted and called for a test/Interview.

Qualified People with Physical Disabilities and Female candidates are highly encouraged to apply 

Submission Email:

https://forms.gle/FRXzYkfY8PRFcPFG6