Case Management Officer - Qobayat - NATIONAL CANDIDATES ONLY

Job Overview:  The Case Management Officer will be responsible for providing direct support and care for high risk cases of persons with specific needs (PwSN), including psychosocial support and case management on an outreach basis conducting home visits and on a centre based approach in the CDC in Akkar, as well as for the provision of guidance and support to a team of Case Workers. The Case Management Officer will be supervised by the Senior Protection Manager to ensure adherence to quality standards in service provision and management. The Case Management Officer will follow up and contribute to the management of community center activities in Akkar.

Major Responsibilities: Major responsibilities of the Case Management Officer are listed below:

Individual Case Management

• Receive referrals regarding individuals and families with specific needs who are detected from outreach and other activities (Internally through Protection Monitoring Teams, Legal Team and Refugee Outreach Volunteers, and externally through service providers and UNHCR).
• Ensure appropriate monitoring, review and follow up of the services provided to cases.
• Ensure complete and updated documentation related to each individual case.
• Determine if and when it is appropriate to discontinue follow up to individuals and families (case closure).
• Work with identified individuals and families to develop and implement an action plan in accordance with their needs, capacities and goals on a field and center approach
  1. 1. Offer individuals and families’ choices and options, including seeking out alternatives when the needed services are not available, and actively involve individuals and/or families in decision making that will affect them.
     2. Assess risk and support individuals and families to understand risks relevant to their situation.
     3. Link individuals and families with support groups and networks, and other community-based resources, as appropriate.
• Be accountable to individuals, families and communities for the services they provide.
• Directly provide psychosocial counseling and support the coordination of provision of services by other specialized service providers in accordance with the needs of individuals and families. 

Staff supervision

• Supervision of Case Workers and distribution of tasks within the team.
• Support case workers in conducting household visits and center-based interviews to assess the needs of individuals and families.
• Support Case Workers through the provision of technical guidance. Ensure that staff implement and respect best practices, and IRC protocols for case management.
• Ensure case workers deliver quality services and proper case management to clients
• Organize and facilitate case file review sessions to ensure appropriate case management procedures are followed up on and quality case management practices are implemented.
• Hold regular caseworker mentoring and coaching sessions based on identified needs and gaps.
• Develop capacity building plans for case workers to further strengthen; continuously assess case workers’ capacities and prepare capacity building plans accordingly with the support of the Senior Protection Manager.
• Organize case management meetings with service providers when needed.
• Maintain a positive working relationship within the team, and promote team-building efforts.

Data management and reporting

• Manage, file and store data, ensuring the confidentiality of the information collected and the services provided.
• Prepare and submit weekly and monthly work plans in a timely manner for the Senior Protection Manager’s validation.
• Prepare and submit monthly case management report in coordination with the Senior Reporting Officer.
• Support the implementation of monitoring and evaluation tools and report on problems in the implementation of the program.
• Lead weekly planning and de/briefing meetings to ensure adherence to standards of care, quality case management and reporting requirements.
• Follow up on financial and administrative tasks related to the cash assistance program such as raising of payment requests, advances and liquidation forms including ensuring all supporting documents are prepared accurately.
• Keep financial and administrative tacking sheets up to date.

Coordination and representation

• Coordinate with IRC’s Finance team on financial and administrative procedures and make sure financial documents are submitted in an accurate and timely manner and as per policy.
• Develop and maintain effective working relationship with stakeholders including partner agencies, community leaders and service providers for prompt referral, follow up and information sharing.
• Contribute to the maintenance of an up-to-date service mapping of the service providers operating in the area and take proactive steps to remain informed about the available services in coordination with the Referral Officer.
• Receive cases referred from other agencies and allocate those cases among team members. Ensure provision of feedback regarding actions taken to other agencies, when necessary and appropriate in light of confidentiality requirements.
• Assess gaps in service provision to support advocacy for capacity building support and other responses from UNHCR.
• Lobby on behalf of individuals and families to access services and support individuals and families to effectively represent their views, needs and capacities in all meetings affecting them.
• Coordinate with UNHCR and other service providers to have updated information on their services.
• Coordinate with IRC’s protection department’s complimentary activities such as with the legal and protection monitoring team on the referral and identification of persons with specific needs.
• Contribute to the management and supervision of program activities implemented and delivered in the community center in Akkar.
• Follow up with committees and management community on respective tasks related to the community center.
• Follow up on Community Based Volunteers (CBVs) on the quality of the delivery of the activities in sessions.
• Coordinate with other protection departments for integrated approach on specific cases and for other relevant activities as per action plan set with the Senior Protection Manager and other sector leads within IRC.

Job Requirements:

Work Experience:

• 4 - 5 years of experience in counseling.
• Experience in training and/or building capacity of team members through coaching and mentoring.
• Experience working with refugee population.
• Experience working with international organizations.

• Demonstrated Skills and Competencies:
• Ability to maintain confidentiality, respect, non-discrimination and safety of beneficiaries at all times.
• Ability to provide technical support, trainings and supervision of caseworkers.
• Excellent communication skills and writing skills
• Excellent interpersonal and problem-solving skills, creativity and flexibility.
• Strong team spirit, comfortable in a multi-cultural environment.
• Positive, professional attitude, organized, composed and prioritizes work under pressure, work overtime when necessary and is able to coordinate multiple tasks and maintain attention to detail.
• Ability to work as a member of a team and comfortable in a multi-cultural environment.
• Must be computer literate (Microsoft Word and Excel).
• Comfortable working on online platforms.

Education:  Bachelor/Degree in Social work, Counseling, Psychology or other related field.

Language Skills:  Fluency in Arabic and English is required.

Certificates or Licenses: N/A

Working Environment:  Located in Qobayat, the working environment will be a combination of office/CDC based (75%) and field-based (25%).