Assistant Officer - Help Desk

• At least 1 year
• The applicants should have experience in the following business area(s): NGO

Bachelor’s Degree in any subject.

• At least 1 year
• The applicants should have experience in the following business area(s): NGO

• Age At least 22 years

• Must be willing and able to travel working are/in the country

• Some project locations may be in remote areas. Staff are expected to live in the location for short periods

• Committed to World Vision Ethos, Mission, Vision, and Core Values

• Cross-cultural sensitivity, flexible world view, emotional maturity, and physical stamina

Position Purpose:

The purpose of the Assistant Officer – Help Desk position is to ensure effective, respectful, and transparent engagement with beneficiaries during the General Food Assistance (GFA) programme’s distribution process. The role is responsible for receiving and recording complaints and feedback, providing accurate information, and facilitating timely resolution of beneficiary concerns in coordination with the CFM Officer and field teams. The position upholds accountability, data confidentiality, and safeguarding standards, while supporting community awareness, case documentation, and reporting to enhance service quality, beneficiary satisfaction, and trust in WFP’s assistance delivery.

Key Responsibilities:

• Complaints received in a positive way.

• Sensitize beneficiary regarding the objectives of Help Desk points in side outlet and Support beneficiaries during record all complaints. 

• Actively participate in the meeting with Community leaders, RFSC, Volunteers and with outlet staff.

• Actively participate and organize FGD and other assessment as directed by Line supervisor.

• Data aggregation and analysis produced to meet requirements for monthly, quarterly & annual progress reports

• Prepare and submit schedule reports timely

• Build such a relation with beneficiaries, so that they can feel comfort and secure to raise any complaints.

• Increasing demonstration and understanding of and commitment to World Vision’s Core Values in the approach to work and relationships.

• Ensure integration, cooperation and coordination among coworkers, partners and stakeholders.

• Continue reflective practice and promote its use in self and with others

• As per requirement in changing context, support to sectors in performing relevant activities.

End Results:

• Receive and records all sorts of complains positively at Help Desk

• Data analysis, storage, protection and reporting

• Rapport building with key stakeholders and beneficiaries

• Professional and personal development enhanced

• Ad-hoc Activities