Case Management Supervisor - Expected Vacancy

Job Purpose:

The Case Management Supervisor with the guidance of the Protection Project Manager is responsible to ensure appropriate supervision, support, monitoring, and on the job coaching for Case Workers and ensuring quality case management service provision and other protection activities in North Lebanon, Akkar, and T5.

Main duties & Responsibilities:

Case Management

Support the review, establishment, and operationalization of Case Management Standard Operating Procedures.

Support the finalization of the case management training guide and organize and implement training on referral and case management when needed.

Develop new training materials upon the needs identified in the field

Assist in the standardizing of internal/external referral processes

Support in the design and implementation of a service mapping

Support coordination and information sharing with NGOs pertaining to referrals and activity coordination

Maintain regular communication with external referral agencies for service provisions

Case Management Supervision

Supervise and coach caseworkers on the identification, assessment, documentation, referral (to relevant services), and follow-up of women survivors of GBV and at-risk children and families (Case Management)

Conduct alone and/or support the caseworkers in family visits and outreach activities if necessary.

Work closely with the PSS Protection team to support safe identification and referrals

Manage, coach, and orient the Case Workers;

Coordinate the work of caseworkers in their respective areas and ensure that work is completed according to SOPs, guidelines, and standards;

Supervise and monitor individual and collective action plans/safety plans for beneficiaries developed by Case Workers;

Support and guide caseworkers on complex cases – as needed;

Ensure that caseworkers respect confidentiality and follow ethical guidelines

Reporting and Information Management

Support the Protection Management Team in establishing & maintaining accurate files and records safely and securely – in line with data protection requirements 

Ensure all Case Management related M&E tools are utilized, information collected, analyzed and actions are taken to ensure quality service provision;

Ensure proper documentation of cases and follow-up processes; Document and report the cases closed.

Reporting: Collect, compile and analyze monthly reports from the  team

Work closely with the Protection Programme Manager  on all issues related to programs and activities;

Support to Project Monitoring, Evaluation, Accountability, and Learning (MEAL):

Ensure inclusion of people with specific needs and minorities in the project activities

Ensure that CRM (Complaints & Response Mechanism) is rolled out and functional

Ensure daily record of attendance per activity and ensure that the data collected is accurate

Collect, store and maintain data in line with agreed procedures for data protection

Work Ethic

Adhere to the standards of conduct outlined in the Programme Participant Protection Policy and Concern’s Code of Conduct;

Support the promotion of the standards outlined in the Programme Participant Protection Policy and Concern Code of Conduct to the team and the beneficiaries, and be committed to providing a safe working environment;

Respect confidentiality and follow ethical guidelines

Team Management & Leadership

Take part with the HR department in the recruitment processes of direct subordinates

Provide support to the direct subordinates, contribute to their capacity building and career development through technical support and on-the-job training and coaching, including in particular a thorough induction at the start of their contract & follow up on their integration plan

Ensure that direct subordinates are aware of and comply with all of Concern’s policies and procedures (Code of conduct, HR policy, and others)

Ensure that direct subordinates have accurate job descriptions, brief new joiners on their roles & responsibilities & job success factors, and set SMART objectives

Ensure that work within the team is fairly distributed, planned and organized in a way which will efficiently & effectively meet the needs of the organization & department, while ensuring that team members are given appropriate workloads

Monitor and periodically review performance of the direct subordinates through feedback and performance appraisals, hold staff accountable for meeting their success criteria, and give corrective and constructive feedback where required

Ensuring team motivation

Regularly meeting with direct subordinates for follow up, support, listening to their needs, and others as per the need 

Ensure information circulation & coordination across the team and with other concerned departments when relevant

Set a work plan and follow up when needed

Solve & mitigate team conflicts, while ensuring the involvement of the HR department

Contribute to a healthy working culture in the department

Other

The tasks of this position are not limited to what is mentioned in this job description, additional tasks can be requested as per the programmatic needs

Essential Requirements 

• Degree in the social sciences: Social Work or Psychology
• Minimum of two to three years experience in implementing SGBV programs social work or case management in humanitarian or development settings;
• Counseling and training experience with NGO/INGO organization;
• Knowledge of concepts of SGBV;
• Knowledge of protection principles in humanitarian aid;
• Experience in staff management, training, and coaching
• Ability to prioritize, work under pressure, be able to coordinate multiple tasks, and maintain attention to detail
• The ability to work as a member of a team is essential.
• Fluency in English and Arabic writing and oral

Desirable

• Good organizational and planning skills
• Good computer skills particularly Microsoft office packages
• Excellent verbal and written communication skills, with strong attention to detail

Emergency response:

Concern is committed to responding to emergencies efficiently and effectively to help affected people meet their basic needs, alleviate suffering and maintain their dignity. To this end, when emergencies strike and Lebanon Programme is to respond, you may be requested to actively participate in the response, regardless of location, and contribute to the efforts aimed at achieving the humanitarian objective of the organization.

Concern’s Core Competencies Requirements:

Managing yourself: aware of own abilities and areas for development, adapts and uses abilities to work well with others and help achieve Concern’s objectives

Individual Leadership: acts to inspire others by clearly articulating and demonstarting the values and principles that underpin concern’s work. Holds a sense of pride in Concern and loyalty to the organization. Supports others to achieve excellent results

Communication & Working with others: uses the most appropriate channel to share information with others both inside and outside Concern; adapts the message to meet the communication needs of the audience. Works effectively with others, gaining the most from people and situations

Delivering Results: Delivers on commitments, uses approprioate techniques to help achive agreed objectvies

Planning & Decision Making: systematically develops plans towards achieving objectives, makes clear, informed and timely decisions appropriate to the tole, in the interests of Concern and those we work with

Creativity & Innovation: Focused on continual improvement, seeks out, develops and successfully implements new ideas that further organizational priorities and the needs of those we work with, builds on proven approaches, evaluates and learns from ongoing work to improve it

Influence, advocacy, and networking: Engages with others inside and outside the organization to promote the interests of Concern and those we work with, gathers and shares a wider knowledge of issues relevant to Concern’s work

Change: Responds positively and constructively to change, managers to take part in change processes in a way that is appropriate to role in the organization

Concern Code of Conduct and its Associated Policies:

Concern has an organisational Code of Conduct (CCoC) with three Associated Policies; the Programme Participant Protection Policy (P4), the Child Safeguarding Policy and the Anti-Trafficking in Persons Policy. These have been developed to ensure the maximum protection of programme participants from exploitation, and to clarify the responsibilities of Concern staff, consultants, visitors to the programme and partner organisation, and the standards of behaviour expected of them. In this context, staff have a responsibility to the organisation to strive for, and maintain, the highest standards in the day-to-day conduct in their workplace in accordance with Concern’s core values and mission. Any candidate offered a job with Concern Worldwide will be expected to sign the Concern Staff Code of Conduct and Associated Policies as an appendix to their contract of employment. By signing the Concern Code of Conduct, candidates acknowledge that they have understood the content of both the Concern Code of Conduct and the Associated Policies and agree to conduct themselves in accordance with the provisions of these policies.