Assistant Officer - Help Desk

World Vision; Libmanan; On-site; PHP 223,000 - 424,000; Full time

Job summary

World Vision is seeking an Assistant Officer – Help Desk to ensure respectful engagement with beneficiaries during the General Food Assistance distribution process. You will record complaints, provide accurate information, and coordinate with field teams to resolve issues while upholding accountability and safeguarding standards.

The role involves community awareness, case documentation, and reporting to enhance service quality and trust in World Vision’s assistance delivery across the country.

Qualifications

• Bachelor’s degree required.
• Willing and able to travel within the country.
• Some project locations may be remote; staff may need to live in the location for short periods.
• Committed to World Vision Ethos, Mission, Vision, and Core Values.
• Cross-cultural sensitivity, flexible worldview, emotional maturity, and physical stamina.

Responsibilities

• Complaints received in a positive way and recorded at the Help Desk.
• Sensitize beneficiaries about Help Desk objectives and help record all complaints.
• Participate in meetings with community leaders, RFSC, volunteers, and outlet staff.
• Organize FGDs and other assessments as directed by the line supervisor.
• Aggregate and analyze data to support monthly, quarterly, and annual reports.
• Prepare and submit scheduled reports in a timely manner.
• Build rapport with beneficiaries so they feel comfortable raising complaints.
• Promote World Vision’s Core Values in work and relationships.
• Ensure coordination among coworkers, partners and stakeholders.
• Support sectors in performing relevant activities as required.

Education

Bachelor’s Degree in any subject

Job description

Job Description:

With 75 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.

Come join our 31,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!

Employee Contract Type

Local - Fixed Term Employee (Fixed Term)

Job Description

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

Knowledge, Skill & Experience

Required Education, training, license, registration, and/or Certification

• Bachelor’s Degree in any subject.
• 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

Required Language(s)

English, Bangla and Rohingya

Salary

Negotiable

Employment Status

Full Time

World Vision is committed to first do no harm to children or adult beneficiaries, to respect the rights of all beneficiaries, and to uphold the best interests of children as a primary consideration in all actions and decisions: accordingly, all the recruits will go through specific checks and compliance procedures in accordance to its Child and Adult Safeguarding Policy.

World Vision Bangladesh has zero tolerance towards incidents of violence or abuse against children or adults, including sexual exploitation or abuse, committed either by employees or others affiliated with our work.

World Vision Bangladesh as Child Safe Organization discourages anyone to apply with prior record of conviction related with child neglect, abuse and exploitation.

Women & Persons with Disability are highly encouraged to apply.

Applicant Types Accepted

Local Applicants Only