Job ID
27803
Job Title
Case Management Officer
To work for
INTERSOS
Country
Syria
City
Damascus
Field of Work
Social Services - Humanitarian/Disasters
Job Type
Project Based
Military service
Finished or Exempted (For male)
Minimum Education Level
Bachelor/ License Degree
Responsibilities
Purpose/objective of the position:
The Case Management Officer is responsible for supervising and managing a team of Case Workers, ensuring that principles of case management are respected and that quality services are being provided to persons with protection concerns. He/she will support and capacitate Case Workers and the Case Manager (IP) throughout the case management process. The Case Management Officer will be responsible for providing continuous coaching and shadowing the Case Managers (IP SARC) and to provide directions and support in the follow up of the cases
Duties and responsibilities:
- Conduct an initial assessment with new caseworkers and new case managers (IP), prepare & implement a tailored induction plan including shadowing, observing and conducting role plays;
- Supervise and coach Case Manager (IP) and Case Workers in their duties using various methods such as observation, shadowing, case file checks and bilateral case discussions;
- Assign cases to Case Workers taking into consideration their experience level, caseload and complexity of cases;
- Ensure adherence of Case Workers to protection principles, code of conducts and internal SOPs;
- Monitor timescales for response, decision-making and follow-up through the internal case management database and according to priority of case to ensure timely and appropriate support;
- Monitor the documentation of cases through regular review of files and case management database and provide feedback to Case Workers;
- Conduct regular case audits, to ensure that cases meet and maintain compliance with established SOPs and minimum standards in case management;
- Ensure the proper filing and archiving of case management files to maintain data confidentiality;
- Review regularly staff caseloads to ensure they are manageable and in line with minimum standards of not more than 25 open cases at a time;
- Compile all the recommendations received by Case Worker o the provision of in kind ad hoc assistance, validates the ones to be distributed by signing the requests, and shares them with the Protection Activity Manager for double-check;
- After approval of the Protection Activity Manager raise the PR for purchasing the required item for in kind assistance
- Schedule and facilitate regular case management meetings with Case Workers and bilateral meeting with Case Manager (IP) to discuss specific cases and general challenges in their tasks;
- Identify staff gaps and training needs when they arise and communicate them to the Protection Activity Manager for his/her action;
- Identify and analyze protection trends in the overall caseload to inform protection programming;
- Ensure cohesion and harmonization of GBV and CP related activities and services across the different implementation sites within the mission
- In coordination with the Protection Activity Manager, assess Protection – GBV, CP needs and gaps of target populations in current and prospective areas of operations, periodically update the protection situation analysis and inform the programme accordingly
- Flag opportunities for new Protection (GBV, CP) interventions and support in assessments and consultations with communities for proposal development purposes
- Support the Protection Coordinator in the development of complaints mechanisms for beneficiaries and make sure complaints are addressed properly
- Participate in case conferences with partners when required;
- Carry out all tasks respecting key protection principles including but not limited to: PSEA, do no harm, non-discrimination, confidentiality, accountability and need-to-know principles;
- Contribute to regular service mapping exercises and updates of service directory;
- Ensure good relationships and coordination with the IP, stakeholders and main service providers in the area of intervention to improve identification of persons with specific needs for prompt referral, follow up and information sharing.
- Raise PR and support the projects activities
The Case Management Officer is responsible for supervising and managing a team of Case Workers, ensuring that principles of case management are respected and that quality services are being provided to persons with protection concerns. He/she will support and capacitate Case Workers and the Case Manager (IP) throughout the case management process. The Case Management Officer will be responsible for providing continuous coaching and shadowing the Case Managers (IP SARC) and to provide directions and support in the follow up of the cases
Duties and responsibilities:
- Conduct an initial assessment with new caseworkers and new case managers (IP), prepare & implement a tailored induction plan including shadowing, observing and conducting role plays;
- Supervise and coach Case Manager (IP) and Case Workers in their duties using various methods such as observation, shadowing, case file checks and bilateral case discussions;
- Assign cases to Case Workers taking into consideration their experience level, caseload and complexity of cases;
- Ensure adherence of Case Workers to protection principles, code of conducts and internal SOPs;
- Monitor timescales for response, decision-making and follow-up through the internal case management database and according to priority of case to ensure timely and appropriate support;
- Monitor the documentation of cases through regular review of files and case management database and provide feedback to Case Workers;
- Conduct regular case audits, to ensure that cases meet and maintain compliance with established SOPs and minimum standards in case management;
- Ensure the proper filing and archiving of case management files to maintain data confidentiality;
- Review regularly staff caseloads to ensure they are manageable and in line with minimum standards of not more than 25 open cases at a time;
- Compile all the recommendations received by Case Worker o the provision of in kind ad hoc assistance, validates the ones to be distributed by signing the requests, and shares them with the Protection Activity Manager for double-check;
- After approval of the Protection Activity Manager raise the PR for purchasing the required item for in kind assistance
- Schedule and facilitate regular case management meetings with Case Workers and bilateral meeting with Case Manager (IP) to discuss specific cases and general challenges in their tasks;
- Identify staff gaps and training needs when they arise and communicate them to the Protection Activity Manager for his/her action;
- Identify and analyze protection trends in the overall caseload to inform protection programming;
- Ensure cohesion and harmonization of GBV and CP related activities and services across the different implementation sites within the mission
- In coordination with the Protection Activity Manager, assess Protection – GBV, CP needs and gaps of target populations in current and prospective areas of operations, periodically update the protection situation analysis and inform the programme accordingly
- Flag opportunities for new Protection (GBV, CP) interventions and support in assessments and consultations with communities for proposal development purposes
- Support the Protection Coordinator in the development of complaints mechanisms for beneficiaries and make sure complaints are addressed properly
- Participate in case conferences with partners when required;
- Carry out all tasks respecting key protection principles including but not limited to: PSEA, do no harm, non-discrimination, confidentiality, accountability and need-to-know principles;
- Contribute to regular service mapping exercises and updates of service directory;
- Ensure good relationships and coordination with the IP, stakeholders and main service providers in the area of intervention to improve identification of persons with specific needs for prompt referral, follow up and information sharing.
- Raise PR and support the projects activities
Qualifications
- University degree in relevant field e.g Social Science, Social Work, Psychology or equivalent is an asset
- One year of relevant working experience in protection-related sector.
- Practical experience in protection activities and community engagement initiatives
- Dynamic, problem solver, flexible, able to work under pressure
- Good organizational skills and ability to manage efficiently multiple priorities
- Capability of networking with partners, stakeholders and local authorities
- Reporting skills
- Strong interpersonal and communication skills
- Essential computer literacy (word, excel and internet)
- Good knowledge of English (written and spoken)
- Previous working experience with INGO is an asset
- One year of relevant working experience in protection-related sector.
- Practical experience in protection activities and community engagement initiatives
- Dynamic, problem solver, flexible, able to work under pressure
- Good organizational skills and ability to manage efficiently multiple priorities
- Capability of networking with partners, stakeholders and local authorities
- Reporting skills
- Strong interpersonal and communication skills
- Essential computer literacy (word, excel and internet)
- Good knowledge of English (written and spoken)
- Previous working experience with INGO is an asset
Salary and Benefits
Competitive Salary, Health Insurance, Career Development
About us
A humanitarian organization that works all over the world bringing assistance to people in danger victims of natural disasters and armed conflicts.
With its own humanitarian operators, intervenes to effectively meet the needs of people in crisis, with a particular attention to the vulnerable groups, as women and children. It provides first aid, food, shelter, medical assistance and basic goods. It ensures that basic needs, as education, clean water and health, are met.
With its own humanitarian operators, intervenes to effectively meet the needs of people in crisis, with a particular attention to the vulnerable groups, as women and children. It provides first aid, food, shelter, medical assistance and basic goods. It ensures that basic needs, as education, clean water and health, are met.
Required employees number
1
Posted On
Nov 01, 2021
Expiry Date
Dec 01, 2021
Photo
Required
CV Language
English