Case Worker

1- GENERAL OBJECTIVE

Under the direct supervision of the Case management Supervisor, the Case Worker (CW) is responsible to provide
Case Management (CM) services to Persons with Specific Needs (PwSN) and to vulnerable persons at heightened
risk. Through CM process, the CW will aim to respond to persons of concern (PoC) immediate needs, but also to
strengthen their resilience and to support the adoption of positive coping mechanisms, allowing them to access
their rights, whether Lebanese, Syrian, Palestinian or of other nationality, in the zone of intervention. The CW is
also responsible for following up on referrals and ensure timely and adequate tracking of cases.

ROLE AND RESPONSIBILITIES
Upon identification, the Case Worker focuses on supporting PwSN at medium and high risk through Case
Management services. The CW conduct comprehensive assessments through household visits and interviews to
identify the needs of PoC, their protection concerns, but also their strengths and capacities. Based on the
assessments’ findings, the CW develops with the PoC an action plan. The CW is in charge of following up the
implementation of the action plan and conduct regular monitoring. As part of the action plan, the CW can conduct
awareness sessions, provide PSS to the PoC, conduct referrals internally to other PUI services or externally to other
organizations, and request Protection Cash Assistance according to the PoC’s needs. The CW also participates to the activities at community level in order to support social worker and identify cases.
Based on the context and in case of emergency, the CW is deployed to PU-AMI emergency response and
collaborate with the health, MHPSS and shelter team.

SPECIFIC OBJECTIVE AND LINKED ACTIVITIES

1- IDENTIFICATION OF THE MOST VULNERABLE AND AT RISK INDIVIDUALS AND HOUSEHOLDS
- Organize outreach activities and field visits in the different locations of the area of intervention;
-Conduct initial assessments in order to identify the persons with specific needs/or extremely vulnerable
persons who require individual case management;
- Join field teams from other departments (Shelter, Health, MHPSS, Protection, MEAL) during their field
visits in order to support safe identification and referrals;

2- SOCIAL COUNSELLING and CASE MANAGEMENT

- Provide counselling services to Persons of Concern and inform them of the services provided by PUI;
-  Conduct home visits to assess the needs of persons of concerns, taking into consideration environmental,
social and emotional factors that might affect the well-being of the individual and their family;
- Develop with the Persons of Concern specific action plans, in order to respond to immediate needs, but
also to strengthen the refugees’ resilience and to support the adoption of positive coping mechanisms;
-  Fill specific forms for assessments and case management tracking, ensuring confidentiality, accuracy and
timeliness under the supervision of the Protection Technical Advisor;
-  Refer cases to internal and external relevant services based on needs and upon consent, in collaboration
with the Referral officers, and follow up on the service provision;
-  Provide awareness sessions the PoCs and their family members whenever needed;
-  Conduct follow ups with the PoCs and update regularly the case plan according to the actions
accomplished and the new ones needed;
-  Regularly attend case management meetings at base level;
-  Report to the PTM on complex cases for final approval on the needed intervention and actions to be taken;
- Coordinate with other NGOs and actors in the region in order to provide assistance to the PoCs and avoid
any duplication in services;
-  Close PoC’s file when no further action is required and all the specific needs are met;
-  Promote the resilience and empowerment by ensure beneficiaries’ full participation to the process;
-  Ensure the safety and respect of beneficiaries and their effective inclusion in all activities, in addition to
the confidentiality of their information and their rights to access services without any discrimination.

3- REQUEST AND FOLLOW UP OF CASH ASSISTANCE

-  Request Emergency Cash Assistance and Recurrent Protection Cash Assistance upon identification of an
urgent need of financial support to overcome a shock or protection concern;
- Refer cases to UNHCR Protection Cash Assistance Program based on the needs and eligibility;
-  Upon selection, ensure a proper follow up on the use of Cash Assistance.

4- DEPLOYMENT TO EMERGENCY RESPONSE

- In case of emergency (related to displacement, climate events, COVID-19 pandemic, etc.), be quickly
deployable to provide timely support to the households and individuals impacted, and to refer them to
relevant services;
-  Participate to sensitization activities at community level, in coordination with Social Worker community
and the Health team, on protection issues but also on COVID-19 related precautions measures.

5- COORDINATION WITH INTERNAL AND EXTERNAL ACTORS
- Organize and attend case conferences and other coordination meetings in collaboration with the
Protection Team Manager;

- Support social workers in the organization and implementation of community-based activities as per the
request of the Protection Team Manager;
- Regularly coordinate with the Referral Officers and actively contribute to the maintenance of an up-todate
service mapping of the service providers operating in the area of implementation;
-  Participate in trainings, case conferences and meetings in coordination with the Protection Team
Manager.

6- REPORTING

- Provide monthly & inputs on quarterly reports to the line manager (tracking sheets, narrative reports)).
-  Report on any trend related to protection and propose adaptation measures.
-  Submit the weekly ECA and RCAP databases to ensure proper follow-up on cash payments.
The tasks and responsibilities defined in this job description are non-exhaustive and can evolve depending on the
project’s needs.

QUALIFICATIONS

 Language skills: Fluent in Arabic and good command of English (speaking, reading, writing)

Education degree: Social work License, Social Sciences License or equivalent diploma

Work experience: 2 years, preferably with NGOs

Knowledge and skills:
- Trained on the National CM SOPs
- Trained on CM and cash sector SoPs
- Contextual awareness
- Active listener
- Highly empathic in dealing with beneficiaries
- Solution oriented mindset
- Knowledgeable of Archiving system and case management info management

Computer skills: Good command of Word and Excel

Other:
- Excellent knowledge of Protection principles and of PSEA
- Excellent communication skills, including active listening
- Good analytical skills
- Teamwork
- Good organizational skills
- Respect of professional confidentiality
- Patience

ASSETS
Transversals skills
- Conflict resolution and diplomacy experience
- Good understanding of the local context
- Reliability
- Ability to take initiative to deal with difficulties encountered in daily work
- Capacity to work in a multidisciplinary and multicultural team
- Ability to adapt or change priorities according to the changing situation within a mission
or the organization itself