Case Management Supervisor

 

Première Urgence - Aide Médicale Internationale (PU-AMI) is a non-profit, non-political and non religious Humanitarian NGO. Its objective is to provide a comprehensive response, in line with humanitarian principles and applying both needs based and rights-based approaches, to conflict affected populations. PU-AMI promotes humanitarian access and dialogue with all components of the civil society and reinforces the capacity of each vulnerable community (refugees, vulnerable host community) to become self-reliant and resilient, by responding to immediate needs and strengthening their socio-economic empowerment.  

 

Today, PU-AMI is intervening in 21 countries in Africa, the Near East, Caucasus, Asia and the Caribbean to cover the needs of populations affected by conflict, natural disasters or economic crises.

 

PU-AMI in Lebanon has been implementing emergency and recovery projects in Shelter Rehabilitation, Protection, Health, and Mental Health and in Livelihood Recovery sectors.

 

SUPERVISION

Under the direct supervision of

Protection Technical Advisor

under the technical supervision

Protection Technical Advisor

Protection Specialist

 

in coordination with / accountable to

Multisectoral Project Manager

under the overall supervision

Field Coordinator

in supervision of

Technical and direct supervision: Case Worker(s)

Technical support: Protection Field Officer(s)

OVERALL MISSION

1. GENERAL OBJECTIVE

Under the technical and direct supervision of the Protection Technical Advisor, s/he is in charge of overviewing the Case Management component conducted at base level, ensuring that quality standards are met and providing guidance and capacity building to the case workers.

The Case Management Supervisor position’s major objectives are to properly achieve the following global tasks:

 

4. Monitor, supervise and provide technical inputs for the case management activities, including safe identification and referral, development of a case action/care plan, case closure and case transfer.
5. Provide guidance and support to Case Workers (CWs) when dealing with complex cases;
6. Receive all referrals from Referral officers, to prioritize them and share with CWs;
7. Coordinate with the Protection Technical Advisor and provide regular feedback to ensure that activities are implemented according to the agreed action plans and that targets are met;
8. Support field staff (Social Workers, Field Officers, and Referral Officers) and other teams on specific protection issues to develop good practices and acquire skills and knowledge.

 

2. RESPONSIBILITIES AND TASKS

SPECIFIC OBJECTIVES AND LINKED ACTIVITIES

 

1. CASE MANAGEMENT TECHNICAL GUIDANCE, SUPPORT and QUALITY MONITORING

4. Provide Case Workers with technical guidance and support, based on PU-AMI SOPs and international standards;
5. Conduct on-the-job coaching by undertaking field visits and providing feedback;
6. Advise on protection cases and participate to the case management process by systematically discussing key steps with Case Workers;
7. Review staff caseloads to ensure they are manageable and respect sector’s guidelines and share challenges and feedback with Protection technical advisor;
8. Ensure and monitor the correct documentation of cases through review of files and databases. Ensure confidentiality of information, and that data protection and information-sharing protocols are respected;
9. Conduct regular individual and group supervisions with Case Workers to ensure that cases receive all the necessary support, that lessons learned and best practices are shared and challenges are mitigated;
10. Facilitate and attend case conferences for complex cases and ensure case conferences are called involving relevant stakeholders;
11. Ensure best practices, good communication and PFA/PSS provision when supporting cases;
12. Analyze and report on the identified trends in the case managemnt at governorate level to inform programming.

 

2. CAPACITY BUILDING

4. Assist the Protection Technical advisor in developing capacity building plan for the case workers;
5. Provide on the job coaching to case workers through CM meetings, shadow household visits and ad hoc support;

 

3. REPORTING

4. Share weekly updates with Protection Technical Advisor on targets achieved, implementation challenges, next steps and recommendations;
5. Submit quality reports to Protection Technical Advisor as scheduled including but not limited to monthly, quarterly and annual reports;
6. Submit monthly data report.

 

4. HR AND TEAM MANAGEMENT

4. Supervise and manage Case Workers, including daily management, capacity development, performance appraisal;
5. In collaboration with the HR department, participate to recruitment process(es) of Case Workers (shortlisting resumes, correcting tests, conducting interviews, etc.).
6. Brief newly recruited Case Workers on their roles and responsibilities;
7. Ensure the adherence of his/her subordinates to all PU-AMI’s policies, rules and regulations;
8. Ensure the respect and implementation of HR procedures in accordance with PU-AMI’s Policies and Guidelines (i.e. daily management, disciplinary procedures, performance appraisals, leaves management, trainings and capacity building, etc.) in collaboration with the Human Resources department and line manager;
9. In collaboration with the PTA, monitor and provide objective feedback related to the performance of the Case Workers  (including staff performance appraisals) to promote professional development;
10. Coordinate with the CWs  to collect logistics needs for training and activities and timely share them with the PTA along with any other information needed;
11. Solve team conflicts and ensure team building and discipline;

 

5. COORDINATION AND REPRESENTATION

4. Contribute to the mapping of operational protection actors in the areas of intervention in coordination with the Referral Officer and project teams;
5. Regulary coordinate with other CM actors working in the area of intervention to avoid duplication of assistance;
6. Particiapte in coordination meeting as requested by the Protection Technical Advisor.

 

6. ACCOUNTABILITY

4. In coordination with the HR department, contribute to making sure that PU-AMI’s Protection against Sexual Exploitation, Abuse and Harrassment (PSEAH) policy and Child Protection policy are understood and respected by all involved staff and for all activities;
5. In coordination with the MEAL department, contribute to the quality and accessibility of the FCRM through the helpline.

 

The tasks and responsibilities defined in this job description are non-exhaustive and can evolve depending on the project’s needs.

 

QUALIFICATIONS

Mandatory requirements

• Language skills: Fluent in Arabic and English
• Education degree: University degree in social work, community development or another relevant degree;
• Work experience: Minimum 2 years experience in protection with a humanitarian organization, including at least 1  years of experience in implementing and/or supervising case management
• Computer skills: Good knowledge of Microsoft Office
• Others:

• Good knowledge in protection and social related topics
• Excellent communication and listening skills with persons of concerns (displaced and host populations)
• Effective stress management
• Ability to work under pressure and with short deadlines
• Good problem solving skills
• Good knowledge of the humanitarian context in lebanon
• Excellent ability to work in a team
• Valid driving license is an asset

assets

• Interests: Work in humanitarian action, social welfare.
• Transversal skills:

• Conflict resolution skills
• Communication skills
• Ability to take initiative to deal with challenges
• Capacity to work in an multidisciplinary and multicultural team
• Well organized, hard worker and fast learner
• Able to manage stress and pressure
• Able to check information, logical mind
• Respectful, neutral and impartial attitude.