Hotline Operator

About the role

The Help Hotline Operator provides full‑time, home‑based support to vulnerable beneficiaries, primarily women and children, by answering calls, messages and referrals during working days and holidays from 8:00 AM to 7:00 PM. The role is supervised by the WVA Accountability Coordinator and contributes to World Vision’s accountability and child‑protection standards.

Key responsibilities

• Receive, register, document and share feedback, complaints and inquiries through the hotline system.
• Manage cases in the WVI/Afghanistan Accountability database (DAP), refer them to appropriate services and follow up until closure.
• Prepare daily, weekly and monthly activity reports and maintain organized records of all interactions.
• Ensure confidentiality of beneficiary information and compliance with safeguarding and data‑protection policies.
• Provide accurate information on services, referral pathways and organizational processes.

Required profile

• Female candidates preferred to foster comfort for vulnerable women and children.
• Strong client‑centred attitude with respectful communication skills.
• Ability to handle confidential information and maintain strict data security.
• Commitment to adhere to World Vision’s accountability, child‑protection and safeguarding standards.

Required skills

What we offer

• Opportunity to contribute to a global humanitarian mission serving vulnerable children.
• Work from home with flexible scheduling within defined hours.
• Professional development within a large international organization.