Helpdesk Assistant

Job Summary Position Summary: The Helpdesk Assistant will provide information, assistance, and feedback/complaint management services to beneficiaries during food/cash distributions. The position will ensure that beneficiaries receive accurate information about project activities, entitlements, distribution procedures, and available feedback mechanisms, with particular attention to vulnerable and marginalized groups. The Helpdesk Assistant will register, document, refer, and follow up on feedback and complaints through established mechanisms while maintaining confidentiality, impartiality, professionalism, and Do No Harm principles. Minimum 2–3 years of relevant experience and fluency in Dari/Pashto or Uzbek and English, including verbal, written, and reporting skills, are required. Major Area of Responsibilities: a) Key Responsibilities o Operate the helpdesk throughout distribution activities and provide beneficiaries with accurate information on project objectives, eligibility, entitlements, distribution schedules, procedures, and available assistance. o Provide priority support and appropriate assistance to vulnerable beneficiaries, including elderly persons, persons with disabilities, pregnant and breastfeeding women (PBW), female-headed households, and other persons with specific needs. o Receive, register, categorize, and document beneficiary questions, feedback, complaints, and concerns accurately and confidentially through MODA intake form. o Ensure complaints and feedback are referred to the appropriate staff or mechanism for verification, response, and follow-up within established procedures. o Identify and report suspected inclusion/exclusion errors, missing vulnerable households, incorrect entitlements, or other beneficiary concerns to the District Supervisor and/or M&E team for verification. o Collect complaint and feedback MODA intake forms and ensure they are safely and timely submission through established channels. o Provide beneficiaries with information on PSEA, GBV, safeguarding, Do No Harm, and other relevant protection principles, including how and where to seek assistance or report concerns. o Ensure sensitive protection, PSEA, GBV, safeguarding, or other serious complaints are handled confidentially and immediately referred through the appropriate reporting and referral mechanisms. o Support the field team in maintaining a safe, accessible, orderly, and dignified helpdesk and distribution environment, particularly for vulnerable beneficiaries. o Maintain accurate records of helpdesk activities, beneficiary inquiries, complaints, referrals, feedback, and follow-up actions, while protecting personal and sensitive information. o Communicate recurring concerns, trends, and beneficiary feedback to the supervisor and relevant project/M&E staff to support corrective action and project improvement. o Coordinate effectively with project staff and community representatives to ensure consistent and timely information is provided to beneficiaries. o Stay updated on project activities, food/cash entitlements, available commodities, distribution schedules, and relevant nutrition information to provide accurate responses. o Promote humanitarian principles, accountability to affected populations, non-discrimination, impartiality, neutrality, and respect for human dignity in all interactions. o Comply with MAAO policies, Code of Conduct, PSEA, Child Protection, Safeguarding, Data Protection, security, and other applicable requirements. o Perform other relevant duties assigned by the line manager in support of effective project implementation. b) Soft Skills o Ability to cope well under pressure, work irregular hours and meet tight deadlines o Sound organizational skills and ability to prioritize and deliver assignments in a timely manner often under severe time pressures o Strong English Writing skills o Report writing and communication skills o Deadline-Oriented o Attention to details c) Additional Job Responsibilities o The duties and responsibilities set out above are not exhaustive, and the postholder may be required to carry out additional duties from time to time, subject to change with the evolution of the project progress and in accordance with project nature, MAAO, and donor requirements, which are reasonable in relation to their level of skills and experience. The Helpdesk assistance is required to carry out the tasks that are unforeseen issues and circumstances including SCOPE registration, targeting in relation to the project and should remain adaptable to perform responsibilities that may not be mentioned above as and when required. Job Requirements Required Qualifications and Experience · Bachelor’s degree in Social Sciences, Computer Since, Development Studies, Economics, Statistics, Public Administration, Business Administration, Agriculture, Food Security, Rural Development, or another relevant field. · Minimum 2–3 years of relevant professional experience in monitoring, evaluation, humanitarian assistance, food security, food/cash assistance, project implementation, or community-based programmes. · Experience in beneficiary verification, targeting, SCOPE registration, data collection, or is highly desirable. · Experience working with national or international NGOs, UN agencies, or donor-funded projects is an advantage. · Experience working with communities, and field-based teams. · Experience working in emergency or remote field environments is preferred. Required Skills and Competencies · Good understanding of humanitarian principles, food security, and assistance programming. · Knowledge of beneficiary targeting, verification, registration, and food/cash distribution processes. · Familiarity with WFP procedures and SCOPE registration is required. · Understanding of AAP, CFM, protection, safeguarding, and Do No Harm principles. · Good data collection, verification, analysis, and reporting skills. · Experience with KoboToolbox, ODK, MODA, or similar digital data-collection tools is an required. · Good knowledge of Microsoft Office, and advanced knowledge MS Word and MS Excel. · Ability to identify discrepancies, analyze field-level information, and provide clear recommendations. · Strong communication and interpersonal skills. · Strong attention to detail and commitment to accuracy. · Ability to work independently and maintain objectivity and confidentiality. · Ability to work under pressure and meet tight deadlines. · Willingness and ability to travel frequently to remote and challenging locations. Language Requirements · Fluency in Dari and/or Pashto or Uzbek is required and Working knowledge of English, particularly written reporting and communication, is preferred. Competence: Passionate to work, teamwork oriented, problem-solving skills, excellent communication, interpretation and analytical skills, field activities coordination, monitoring & Evaluation and providing feedback, willingness to work in tough field conditions, meet tight deadlines, work under pressure, willingness to travel based on need and requirement, a self-oriented and good planner with professional communication and representation skills. Core Competencies: · Highly motivated, effective communication skills, both verbally and written in group or individual. · Communication and Community Engagement · Data Collection and Verification · Reporting and Documentation · Computer Literacy and Data Management · Attention to Detail and Accuracy · Problem Solving and Analytical Thinking · Integrity, Impartiality and Confidentiality · Teamwork and Coordination · Cultural Sensitivity and Respect · Accountability and Professionalism · Adaptability and Flexibility · Commitment to Safeguarding and Do No Harm PSEA, Safeguarding and Vetting MAAO is committed to preventing sexual exploitation, abuse, harassment, fraud, and other forms of misconduct. All staff are required to comply with MAAO’s PSEA, Safeguarding, Child Protection, Code of Conduct, Anti-Fraud and Anti-Corruption policies and maintain the highest standards of integrity and professionalism. As part of our commitment to safeguarding vulnerable individuals, we conduct a thorough vetting process for all candidates. This includes a specific inquiry into any past allegations, investigations, or disciplinary actions related to sexual misconduct. Selected candidates will be subject to appropriate reference checks and background/vetting procedures in accordance with MAAO policies and applicable requirements.