Safeguarding-Behaviour Intake Coordinator (f/x/m) - Afghanistan Médecins Sans Frontières

Overview

The Safeguarding-Behaviour Intake Coordinator will lead the design, implementation, and improvement of a unified mechanism for complaints and safeguarding concerns across all projects in Afghanistan. This role ensures consistent follow-up and closure of cases, acting as the primary liaison between the program and Behaviour and Safeguarding Units.

Key Responsibilities

• Lead the design, implementation, and continuous improvement of a unified reception and intake mechanism for complaints, alerts, and safeguarding concerns.
• Provide strategic oversight for the safe, consistent, and confidential documentation of abuse incidents and concerns.
• Coordinate with Case Management Teams to establish harmonised Standard Operating Procedures (SOP) for case intake, triage, escalation, and referral.
• Coordinate the referral of cases to OC SG and Behaviour Units for assessment and investigation.
• Act as coordination point between case management and key organisational functions.
• Facilitate senior-level consultation and technical decision-making on complex intake and referral matters.
• Provide technical leadership, mentoring, and coaching to line managers and relevant stakeholders.
• Promote organisational learning and accountability by identifying systemic trends and recommending measures to strengthen case intake and referral pathways.
• Represent the case intake and coordination function in relevant programme and operational forums.
• Monitor and acknowledge all requests/alerts/complaints received via existing channels within 24-48 hours.
• Maintain a clear record and database of all incoming requests/alerts/complaints.
• Assess whether minimum intake criteria are met and highlight any missing information.
• Establish implications 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.
• 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.
• 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.
• Ensure adherence to the key principles of (1) Do No Harm, (2) Zero Tolerance, (3) Survivor-Centered Approach, and (4) Confidentiality at all times.
• Ensure all incoming alerts and complaints are properly documented, securely filed and archived.
• 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.
• Provide punctual IT access and support to members of the Ethical Committee.
• Contribute to the ongoing development of case management practices.
• 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.

Required Experience

• 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.

Qualifications

• 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.

Other Details