World Vision is inviting qualified local candidates to apply for the Hotline Operator position based in Herat, Afghanistan. This is an excellent opportunity for professionals passionate about community engagement, accountability, safeguarding, and humanitarian work to join one of the world’s leading Christian humanitarian organizations.
The successful candidate will manage hotline services, receive and document community feedback and complaints, ensure timely referrals, and support accountability systems that improve services for vulnerable communities, particularly women and children.
Job Summary
| Details | Information |
|---|---|
| Organization | World Vision Afghanistan |
| Position | Hotline Operator |
| Location | Herat, Afghanistan |
| Job Type | Full-Time |
| Contract | Local Fixed-Term |
| Application Deadline | 14 July 2026 |
| Working Hours | 8:00 AM – 7:00 PM |
| Applicants | Local Applicants Only |
About World Vision
World Vision is a global Christian humanitarian organization with over 75 years of experience serving vulnerable children and communities. Operating in nearly 100 countries with more than 31,000 staff, World Vision works to combat poverty, improve child wellbeing, strengthen livelihoods, and respond to humanitarian emergencies.
The organization partners with governments, communities, donors, and development agencies to create lasting change and improve the lives of children and families worldwide.
About the Position
The Hotline Operator will support World Vision Afghanistan’s Accountability Team by managing hotline communication channels and ensuring beneficiaries receive timely, respectful, and confidential support.
The role involves documenting complaints, maintaining accurate records, coordinating referrals, safeguarding sensitive information, and promoting effective communication between communities and the organization.
Key Responsibilities
Successful candidates will:
- Receive hotline calls, complaints, feedback, and inquiries.
- Register and manage cases using the Complaint and Response Mechanism (CRM/DAP).
- Refer cases to relevant departments while maintaining confidentiality.
- Follow up on complaints and close cases appropriately.
- Prepare daily, weekly, and monthly hotline reports.
- Maintain accurate records of community feedback.
- Support awareness activities on accountability and feedback mechanisms.
- Participate in safeguarding and accountability trainings.
- Support field monitoring visits when required.
- Ensure compliance with child protection and safeguarding policies.
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Eligibility Requirements
Education
Applicants should possess:
- Bachelor’s Degree in:
- Social Sciences
- Public Administration
- Development Studies
- Business Administration
- Communications
- Or a related field
Experience
Applicants should have:
- Minimum 2 years of relevant professional experience.
- Experience in hotline management, AAP, CRM, MEAL, or community engagement.
- Experience working with humanitarian or development organizations is preferred.
- Experience handling confidential and sensitive information.
Skills
Applicants should demonstrate:
- Fluency in Dari and Pashto.
- Basic English communication skills (preferred).
- Strong communication and interpersonal skills.
- Good problem-solving abilities.
- Knowledge of safeguarding and confidentiality principles.
- Computer proficiency (MS Word, Excel, and reporting tools).
- Ability to work under pressure and meet deadlines.
Benefits
Employees may enjoy:
- Competitive NGO salary package.
- Professional development opportunities.
- Experience working with a leading international humanitarian organization.
- Safeguarding and accountability training.
- Career growth opportunities.
- Collaborative working environment.
- Opportunity to make a meaningful impact in vulnerable communities.
Why You Should Apply
This role offers an excellent opportunity to support humanitarian programmes while strengthening accountability systems that protect vulnerable people. If you are passionate about community engagement, safeguarding, and helping people access essential services, this could be an ideal career opportunity.
Who Should Apply?
This opportunity is ideal for:
- Hotline Operators
- Customer Service Professionals
- Community Engagement Officers
- MEAL Officers
- Accountability Officers
- NGO Professionals
- Social Workers
- Communications Officers
- Development Practitioners
- Humanitarian Workers
Required Documents
Applicants should prepare:
- Updated CV or Résumé
- Cover Letter
- Academic Certificates
- Any relevant supporting documents
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Application Deadline
Deadline: 14 July 2026
Interested applicants are encouraged to submit their applications before the closing date.
How to Apply
Eligible candidates should submit their applications through the official World Vision Careers Portal before the application deadline.
Note: This opportunity is open to local applicants only. Applicants must be legally eligible to work in Afghanistan.
Frequently Asked Questions
Where is this position based?
Herat, Afghanistan.
Is this a full-time position?
Yes. It is a full-time fixed-term position.
Who can apply?
Only applicants who are legally eligible to work in Afghanistan.
What experience is required?
A minimum of 2 years of relevant experience in hotline management, community engagement, AAP, CRM, MEAL, or related fields.
When is the application deadline?
Applications close on 14 July 2026.
Final Thoughts
The World Vision Hotline Operator 2026 position is an excellent opportunity for professionals committed to accountability, safeguarding, and humanitarian service. If you have strong communication skills and a passion for supporting vulnerable communities, apply before the deadline and become part of an organization making a lasting difference worldwide.
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