Home » Head of Health Complaints Office

Head of Health Complaints Office

  • by
Date Posted: Apr 4, 2021
Reference: Head of Health Complaints Office
Closing Date: Apr 14, 2021
Work Type: Full Time
Number of Vacancies: 1
Gender: Any
Functional Area: General
Nationality: Afghan
Salary Range: As per NTA salary scale policy
Years of Experience: 5 Years
Contract Duration: Not specified
Possibility of Contract Extension: Yes
Contract Type: Consultant
Probation Period: 3 months
Required Languages: Dari,Pashto,English

About Ministry of Public Health: Founded:   The Ministry of Public Health (MoPH) is tasked with a critical mandate; to deliver and promote sustainable and accessible health care services to the people of Afghanistan. Social and economic advancement can only be realized in a thriving and healthy society. The success of the MoPH is heavily driven in its ability to plan and use allocated resources effectively. Effective financial management is therefore critical for sustainable development and is the primary tool that translates the MoPH development strategies into noticeable outcomes or service delivery. Good governance and democratic accountability relies on transparent management of the MoPH budget. Therefore, ineffective financial management undermines the effectiveness and efficiency of development interventions and hinders the country’s progress towards improved and sustainable health care. MoPH finance directorate is going through a reform process and after reviewing the structure of finance directorates of other line ministries such as MRRD, MoE and MAIL, has proposed a new and standard structure that is approved by MoPH leadership, for this purpose MoPH needs a qualified staff as head of coordination and reporting unite, to take the responsibility of overall coordination and financial reporting of MoPH.

Job Summary:

Objective: To manage the overall issues related to HCO and oversee the registration, analysis and feedback provision to the received complaints.

Job Summary:

The head of Health Complaint Office (HCO) will be responsible for ensuring the activities belongs to the HCO properly managed.

This position will report to senior management of the Ministry of health (Minister/ Deputy Minister) on day to day activities. However, contractually, the consultant is accountable to Sehatmandi Coordination Office and will report project related activities/deliverables on complaint handling to Sehatmandi coordination Office on regular basis.

Duties & Responsibilities:

•                    Establish appropriate institutional arrangements for the Grievance Redress Mechanism in the Ministry.

•   Develop required protocol for complaint resolution and management.

•                    Propose/Develop the required physical infrastructure for the GRM system.

•                    In coordination with the MoPH management and concern directorate establish appropriate uptake channel for receiving complaints.

•                    Develop clear terms of reference for complaint resolution platform within the Ministry.

•                    Develop tailored GRM manual for GRM system.

•                    Conducting semi-annual reviews to monitor the nature of grievances and preparing province-wise plan to address issues.

•                    Develop short, medium and long-term implementation plan for GRM system operation and future development. 

•                    Assist the ministry in establishment of coordination on Grievance Redress Mechanism with the Citizen Charters program;

•                    Provide technical assistance on GRM development to e Provincial Public Health Directors (PPHDs), and contracted NGOs through GRm focal points. In collaboration with the PPHDs, mobilize the available local resources for establishment of a proper working environment for the local health complaint officers   

•                    Provide capacity building training to GRM focal point and contracted NGOs. Strengthen the coordination of the Health Complaint Office (HCO) with the medical council and other relevant entities

•                    Revise the ToR of the Health Complaint Office (HCO)

•                    Prepare annual work plan for the (HCO)

•                    Ensuring the continuous communication procedures between the HCO and the Provincial Focal Points to address the complaints and comments received through the digital phone, mobile, email, fax, radio and other means of communication;

•                    Ensure that the information entered in the complaint handling system is accurate, resolution and response/feedback is provided in on time;

•                    Ensure the privacy of information and maintain fairness in the information collection process and transfer of information;

•                    Supervise and ensure analysis quality of the received grievances and provide timely written instruction/feedback for addressing the grievances;

•                    Ensure the availability of the grievance related data linkage with the citizen’s charter program and the Health Management Information System (HMIS);

•                    Supervise and support the HCO’s staff and Focal Points;

•                    Carry out field visits where Provincial Focal Points face with challenges;

•                    Conduct weekly staff meeting to analyse the HCO’s system’s opportunities and challenges;

•                    Submit a monthly report to Sehatmandi Coordination office regarding complaint handling and management. 

•                    Any other tasks and duties assigned to him/her by his/her supervisor.

Job Requirement:

•                    Bachelor’s degree from a recognized university and at least 5 years’ experience in general management with government, NGOs or UN agencies 

•                    Demonstrate fluency in Dari/Pashto and English languages

•                    Demonstrate computer skills (Ms. Office Package);

•                    To be able to travel to provinces to monitor progress on complaints handling;

•                    Able to work under pressure and as team member and work for long hours as and whenever required;


•                    Established Institutional arrangement with clear guidelines and protocol the for GRM system. .

•                    Physical infrastructure established for GRM system including but not limited to various uptake channel and comprehensive database for complaint registration.

•                    GRM system established in the provinces

•                    Workshops and training conducted for relevant Ministry staff on complaint handling and management.

•                    Semi-annual reviews to monitor the nature of grievances conducted .GRM manual developed.

•                    Training session delivered on the GRM manual t relevant stakeholder.

•                    Monthly report submitted to Sehatmandi Coordination office on monthly basis.

Job Location:

Afghanistan, Kabul

Submission Guideline:

Electronic applications will be sent to: sub e-mail which corresponds if any of following 2 items is missing, your application will be considered as ineligible/incomplete.

1. In your emails please specify the title of the position as well as vacancy number for electronic submissions and please do the same in the hard copy submissions.

2. Updated Curriculum vitae (CV)/Resume (Please attached your recent photo and mention in your CV exact date/periods of your work experience, graduation Day, Month, and Year).

If you are shortlisted and invited for written test/interview you will be required to present the original, the following:

A. Education Documents: Your recent education degree/diploma

 Copy of verified Baccalaureate (12 passed) degree by Ministry of Education

 Copy of verified 14 or 15 passed degree by related Ministries

 Copy of verified Bachelor Degree by Ministry of Higher Education

 Copy of verified Medical Doctor Degree by Ministry of Higher Education

 Copy of verified Master degree by Ministry of Higher Education

B. Copy of National Identity Card (Tazkira: Only the pages that show picture and Tazkira number, pages, place of issue and date of issue)


Electronic applications will be sent to: sub e-mail .

The Contact Person at Human Resources is: Mr.Ahmad Nawid Barekzai, HR Officer, MoPH-GD HR. Phone number: 0093- (0)-707777734


Only shortlisted candidates will be invited to written test/interview and subsequent process. Please contact the person in charge (Mr. Ahmad Nawid ) for confirmation.

No CVs will be accepted after the closing date.

Leave a Reply