Background Information - Job-specific

Responding to one of the most complex humanitarian crises in the world, the Afghanistan Inter-Agency Information and Accountability Centre (IAIAC) known as Awaaz Afghanistan is an inter-agency call centre (a two-way communication and accountability mechanism) that responds to the information and communication needs of affected populations in Afghanistan and allows affected populations to shape their own relief and recovery. Based in Kabul and functioning as a toll-free humanitarian helpline, Awaaz Afghanistan is a link to the partnership between those who wish to assist and those who need assistance and is accountable to both constituencies.

Supported by the Humanitarian Country Team, with current funding from the Afghanistan Humanitarian Fund (AHF) and the Directorate-General for European Civil Protection and Humanitarian Aid Operations (ECHO), Awaaz’s primary objective is to promote two-way communication between affected populations to:

⦁ Empower communities through the provision of accessible and timely information on how to access humanitarian services and resources required to improve their situation
⦁ Help ensure efficient and effective coordination of humanitarian actors operating in Afghanistan by collecting and circulating information about the urgent needs and priorities of affected populations
⦁ Support an environment of transparency and accountability by:
⦁ Establishing an easy-to-access and safe mechanism through which affected populations can lodge feedback and complaints
⦁ Channelling feedback and complaints to humanitarian actors to influence humanitarian programming and shape quality advocacy

Purpose and Scope of Assignment 

UNOPS is seeking a Call Centre Assistant (Call Operator) to support the Call Centre Team to be responsible for answering and making calls, sharing information with and gathering information from callers with accurate data entry, and flagging urgent issues. The Operator must be proficient with written and spoken English, Dari and Pashto. Knowledge of other languages will be an asset. The outcome of this consultancy is to further strengthen and streamline IAIC’s management processes as part of its overall objective to strengthen accountability to affected populations in Afghanistan. The IAIC is currently open seven days per week, from 7am to 7pm; Shift schedules are open to change depending on operational requirements. Female operators are available during working hours.

Result of this function achieves Awaaz’s objectives through the provision of:

⦁ Call handling, information sharing and information gathering, inputting data accurately and informing supervisor of urgent issues/cases;
⦁ Professional-grade call handling ability, displaying sensitivity, neutrality, and patience, and adhering to confidentiality and data protection principles;
⦁ Implementation of protection standards as trained and advised;

The incumbent reports to the call centre supervisor/lead, who reports to the Project Manager Afghanistan Country Office (AFCO) - Kabul, Afghanistan.

 Functional Responsibilities

The Operator will perform the following duties with transparency and integrity, and in adherence to the humanitarian standards for information management as provided by the Active Learning Network for Accountability and Performance (ALNAP), the Inter-Agency Standing Committee (IASC) and the Sphere Handbook:

⦁ Daily call handling (inbound and outbound); 
⦁ Ensuring quality and accurate data entry - writing clear and concise caller notes in English, ensuring a rapid call handling
⦁ Ensure that all calls are treated with the degree of empathy, respect, dignity, and understanding commensurate with the sensitivity of the call and the vulnerability of the caller; 
⦁ Dealing with distressing calls professionally; 
⦁ Capture and relay of accurate and timely information to callers in a professional manner;
⦁ Liaise with supervisors and other operators to provide relevant information to callers when needed;
⦁ Attend briefings, meetings, training, quality assurance performance improvement sessions called by supervisors. 
⦁ Maintain and advance core skills (active listening, stress management, etc) as directed by the management;
⦁ Flag information gaps to supervisors;
⦁ Ensure enquiries that fall beyond the scope of developed scripts, intake forms, and guidance notes are referred to the supervisor for further action; 
⦁ Perform remote call monitoring (RCM) when needed
⦁ Perform duties in line with key performance indicators (KPI), Standard Operating Procedures (SOP) and Office rules and regulations; and