Safeguarding - Behaviour Intake Coordinator

The Safeguarding-Behaviour Intake Coordinator will lead the design and implementation of a unified intake mechanism for safeguarding concerns across MSF projects in Afghanistan. The role involves coordination with various teams, ensuring confidentiality, compliance with data protection, and providing technical leadership in case management processes.

Responsibilities

• Lead the design, implementation, and continuous improvement of a unified reception and intake mechanism for complaints, alerts, and safeguarding concerns across all projects, ensuring effective coordination with Kabul-based teams and relevant operational stakeholders
• Provide strategic oversight for the safe, consistent, and confidential documentation of abuse incidents and concerns across the programme, ensuring compliance with data protection requirements and serving as the principal liaison with the relevant Behaviour or Safeguarding (SG) Unit
• Coordinate with Case Management Teams across the respective OC, under the lead of the OCB Case Management Manager, to establish harmonised Standard Operating Procedures (SOP) for case intake, triage, escalation, and referral, while ensuring timely and responsive support for affected individuals
• Coordinate the referral of cases to OC SG and Behaviour Units for assessment and investigation, ensuring clear accountability, appropriate follow-up, and effective communication between all parties
• Act coordination point between case management and key organisational functions, including Legal, Duty of Care, HR, Finance, SG, and other relevant departments, particularly for matters that fall outside the scope of SG or Behaviour Units
• Facilitate senior-level consultation and technical decision-making under the supervision of OCB Case Management Manager on complex intake and referral matters, supporting coherent organisational responses across prevention, awareness, risk mitigation, and response activities
• Provide technical leadership, mentoring, and coaching to line managers and relevant stakeholders throughout the different phases of the intake process, ensuring consistent application of the IPOB Standards for Case Management
• Promote organisational learning and accountability by identifying systemic trends, coordination gaps, and areas for improvement, and by recommending measures to strengthen case intake, referral pathways, and cross-functional collaboration
• Represent the case intake and coordination function in relevant programme and operational forums, providing analysis, strategic advice, and updates to support informed management decision-making
• Monitor and acknowledge all requests / alerts / complaints received via the existing channels of reporting (email, WhatsApp, etc.) within 24-48 hours
• Maintain a clear record and database of all incoming requests/ alerts/ complaints assigning each a reference
• Assess whether minimum intake criteria for each request/ alert/ complaint are met and highlight any missing information or additional details that may be needed
• Establish implications if any on the legal scope of the complaint based on the contract of the concerned parties
• Undertake an initial risk assessment for all parties and preliminary investigation assessment concerned and for MSF and in consultation with the Case Management Manager establish a risk-based prioritization of allegations
• Engage complainant and/ or reporter when clarification of complaint details is required, ensuring confidentiality. Document all relevant intake information, including collected evidence, for preliminary assessment of allegations. Gather additional information, if needed, to evaluate relevance and credibility of the complaint
• Produce high-quality case assessments in line with MSF standards, ensuring compliance with Intake SOPs. This includes documenting minutes of interactions with complainant and other informants, as well as providing justifications for case closure or referral
• Inform complainant of the decision to investigate or refer, prior to obtaining their consent
• Perform regular reports and provide statistics on cases reported, typology, cases closed and referred at intake and cases retained for investigation
• Participate in Case Management Team meetings and conduct case investigations when requested by the Case Management Manager
• Ensure adherence to the key principles of (1) Do No Harm, (2) Zero Tolerance, (3) Survivor-Centered Approach, and (4) Confidentiality at all times and as far as possible
• Ensure all incoming alerts and complaints are properly documented, incl. files, attachments, and other necessary materials, and are securely filed and archived in the backup drive
• Implement and adhere to all measures, precautions, and instructions required by the MSF Data Protection Policy
• Ensure IT protection systems and measures mandated by the IT department are implemented, reviewed, and monitored, highlighting any risks to the Behaviour or SG Lead(s) as necessary
• Provide punctual IT access and support, incl. access to additional information, as needed by members of the Ethical Committee
• Contribute to the ongoing development of case management practices in collaboration with the Case Management Team within the Safeguarding Unit
• Participate in the development and improvement of the case management guidelines and Intake Standard Operating Procedures
• Participate in the development of training material on case management
• Participate in the development, implementation of the reporting mechanism line

Requirements

• Bachelor's degree in Human Rights, HR, Law, Business Economics, Accountancy, Supply Chain Management, or an equivalent combination of education and professional experience
• Certification as an investigator (e.g., CHS Tier 3, CFE, CFF, CPA, CCEP, or equivalent) is mandatory
• Minimum of 3 years’ experience in international administrative investigations, preferably within the humanitarian or aid sector is mandatory
• Previous experience with MSF or another INGO is a strong asset
• Demonstrated experience conducting investigations into Sexual Exploitation, Abuse and Harassment (SEAH), abusive conduct, inappropriate behavior, and other workplace misconduct allegations
• Experience interviewing complainants, survivors, witnesses, and subjects of complaints using a survivor-centered and culturally sensitive approach
• Experience advising on investigation-related risks and developing appropriate risk mitigation measures, particularly in cases involving abuse allegations
• Experience gathering, analyzing, and examining forensic, financial, and electronic evidence is an asset
• International experience as a Project Coordinator or in a similar programme-based role is an asset
• Experience in designing and delivering training, awareness-raising initiatives, and capacity-building activities related to investigations, safeguarding, and workplace conduct is an asset
• Strong computer literacy (Microsoft 365 tools)
• Proficiency in English, both written and spoken, is mandatory
• Good knowledge of Arabic, Dari or Pashtun or other local languages is an asset

Skills

• Human Rights
• Investigation Certification
• International Investigations
• Survivor-Centered Intervention
• Culturally Sensitive Interviewing
• Investigation Risk Mitigation
• Forensic Evidence Analysis
• Financial Evidence Analysis
• Electronic Evidence Analysis
• Project Coordination
• Training Design
• Awareness raising activities
• Capacity Building
• Safeguarding
• Workplace Conduct Investigations
• MS Office 365
• Data Protection Compliance
• Case Management

Languages

English