Information Desk Assistant ( For Afghan Nationals Only)

Job Description

The IRC uses information desks located within community centers to communicate directly with the population, listen to their questions and provide information, through frontline staff using a digital platform that provides updated articles and service maps as a basis of information. The Information Desk Assistants communicate directly with the community members every day – providing general information and replying to their individual questions.

- Reply to questions received at the information helpdesks with the help of a digital platform (containing articles and service maps) and Communication with Communities guidelines. - Follow referral protocol to escalate any communication from vulnerable cases to Protection focal points. - Provide community members with Psychological First Aid and moral support on their daily struggles. - Feedback on (and translate into English if required) representative and noteworthy questions and feedback and write an analysis of the day’s communications (including responses to individual questions, trends in conversation and information gaps). - Share opinions, feedback, cultural awareness, contextual knowledge, and learning with the wider team on an ongoing basis. - Collaborate with the IRC Afghanistan Signpost Editorial team and the frontline staff team to develop thorough, well-researched answers - Analyse information gaps amongst community members to feed into future content creation. - Keep up to date with all the new information that we put out on an ongoing basis and attend regular trainings as required. - Dissemination of hard copy/printed IEC materials.

Qualifications

- A community member, who is from the community he/she will work in - High emotional intelligence (our users are in difficult periods of their lives and the staff need to empathize with them). - A native speaker of our audiences’ key languages Dari / Pashto - Good Communication skills in English. - An excellent level of English. - Ability to apply communication guidelines in written responses. - Integrity. - An understanding of the power and importance of accurate information and the ability to exercise strong judgement in ensuring all answers are accurate. - Ability to work autonomously. - Respect for people of all walks of life. - A team player. - Strong computer proficiency and well acquainted with basic software tools - can navigate autonomously in Windows, Android, Skype, Microsoft Office and Google docs. - Preferably, knowledge of social media platforms, especially Facebook and whatsapp, and cultural use of these platforms. - The commitment to going above and beyond in the quest to give people in crisis accurate information. - An accredited bachelor's degree or diploma in social work or a related field with two years experience