Job description

The Role.
The Community Help Desk Assistant supports implementation and management of Community Feedback Mechanisms (CFM) at distribution sites, ensuring affected populations can access information, raise concerns, and receive timely responses. The role contributes to accountability, protection and transparency by managing complaints, feedback and inquiries in line with WFP Help Desk standards, while maintaining confidentiality, dignity and inclusion of vulnerable groups.

Key responsibilities

Help Desk operations & community engagement

• Operate the Help Desk during registration and distribution activities.

• Provide accurate information to beneficiaries and non-beneficiaries about assistance programmes.

• Promote awareness of complaint and feedback mechanisms (CFM).

• Ensure the Help Desk is accessible, visible and inclusive for all community members.

Case intake, documentation & data management

• Register complaints, feedback and inquiries using digital tools (e.g., KoBo).

• Ensure proper case categorization, prioritization and documentation.

• Maintain accurate and confidential records of all cases.

• Submit daily case reports in line with WFP requirements.

Case resolution & referral

• Resolve simple cases on the spot (first contact/first case resolution).

• Escalate complex or sensitive cases to relevant teams or WFP.

• Facilitate referrals for protection, GBV, SEA and other specialised services.

• Inform beneficiaries of follow-up actions and expected timelines.

Accountability, protection & safeguarding

• Ensure confidentiality, data protection and informed consent in all interactions.

• Identify and report sensitive issues such as fraud, SEA, GBV and exclusion.

• Apply protection principles and provide psychological first aid when needed.

• Prevent interference from unauthorised individuals (e.g., gatekeepers).

Coordination, monitoring & reporting

• Coordinate with project staff, WFP teams and community structures.

• Contribute to daily, incident and monthly Help Desk reports.

• Track complaint and feedback trends to inform programme improvements.

• Support monitoring activities and advise on inclusion of vulnerable groups.

Skills and qualifications

Qualifications and experience

• Bachelor’s degree in Social Sciences, Development Studies, Psychology, Public Health or a related field.

• Minimum 1–2 years’ experience in humanitarian programming, CFM or community engagement.

• Experience handling complaints, feedback or Help Desk operations preferred.

• Familiarity with WFP systems or digital data tools is an asset.

• Strong communication and interpersonal skills.

• Experience working with vulnerable populations.

Working environment

• The position is based in Garbo-Dadar, Somaliland, with regular travel to other field locations.

How to apply

Application instructions

• Interested candidates should submit a single merged file containing their application letter and CV to [email protected] on or before 5 April 2026.

World Vision is a child-focused organization that is committed to safeguarding all children as well as adult beneficiaries, and has zero tolerance for incidents of violence or abuse against children or adults, including sexual exploitation or abuse, committed either by employees or others affiliated with our work. Therefore, World Vision does not hire staff whose background is not suitable for working with children or vulnerable adults, even if their role does not interact directly with them. World Vision adheres to strict child and adult safeguarding principles. All selected candidates will therefore undergo rigorous reference and background checks which will include criminal background checks. They will be expected to adhere to these standards and principles.  Female candidates are encouraged to apply