Case Management Officer

Major Duties and Responsibilities   General Responsibilities   To know, understand, and clearly communicate Medair’s core values and programmes To respond to beneficiaries with compassion and confidentiality while upholding Medair’s professional reputation among the community Facilitate the link between beneficiaries, Medair and external agencies, providing information and feedback between beneficiaries and humanitarian teams as appropriate. To uphold Medair values and to contribute to the wellbeing of the team as an active member Maintain open and frequent communication, where applicable, with all functional links for this position. Be flexible, willing to assist in other areas of work as relevant and needed for this role.   Follow-up on referrals   Communicate directly with Medair project beneficiaries with respect and objectivity face to face at the office, on the phone or in the field Record details of all inquiries, comments and complaints Maintain beneficiary hotline databases in excel and ODK and clean data when necessary Follow-up through field visits on referrals collected by the hotline and field teams Ensure cases are closed in a timely manner Direct requests and unresolved issues to the designated Medair focal points Develop key working relationships with other agencies and refer cases to external partners when appropriate, especially for protection cases   Supervise referral process   Provide training to field teams to ensure collection of referrals through the defined process Identify areas of improvement in the referral process, develop and implement solutions Ensure collection of feedback for cases both internally and externally   Keep organized records and ensure timely reporting   Keep updated records of referrals as required and develop tracking tools as needed Be organized and prepared to provide reports as required Ensure data protection of beneficiary personal information   Person Specification And Competencies Experience of working with NGOs. Experience working directly with beneficiaries, doing home visits and assessments. Experience in report writing in English. Excellent Arabic written and spoken.Very good level of English, spoken and written. Excellent computer skills (Office, Internet, e-mail writing). Good knowledge of Excel and databases and experience of using ODK software. Technical aptitude to pick up digital data collection methods. Passionate about serving the most vulnerable. Self-motivate. Enthusiasm. Team-player with excellent inter-personal skills. Willing to support others and share workloads. Aptitude for community mobilization and capacity-building. Capacity to work under pressure and manage personal stress levels. Ability to adapt communication strategies for different situation. Fexible and willing to perform other relevant tasks in order to facilitate the running of the project. Problem solver. Strong communication, particularly verbal. Excellently Organized. Able to prioritise and time manage. Able to present clear and accurate data. Assessments, data collection or protection background.