Case Manager – Erbil – (KRI/024)

All INTERSOS employees are expected to perform their roles and responsibilities according to the INTERSOS charter of values, code of ethics, PSEA and Child Protection policies. The job description is mandatory for all positions within INTERSOS and shall be signed by the employee within the first week of employment.

Purpose/objective of the position:

The Case Manager is responsible for supervising and managing a team of Case Workers and Social Workers, ensuring that principles of case management are respected and that quality services are being provided to persons with protection concerns. He/she will support and coach Case Workers throughout the case management process and directly handle complex cases as needed and also will also ensure the Social Workers are aware of the protection concerns in the selected areas and are reporting them.

Generic Duties:

• Conduct an initial assessment with new caseworkers, prepare & implement a tailored induction plan including shadowing, observing and conducting role plays;
• Supervise and coach Case Workers in their duties using various methods such as observation, shadowing, case file checks and bilateral case discussions;
• Assign cases to Case Workers taking into consideration their experience level, caseload and complexity of cases;
• Ensure adherence of Case Workers to protection principles, code of conducts and internal SOPs;
• Monitor timescales for response, decision-making and follow-up through the internal case management platform and according to priority of case to ensure timely and appropriate support;
• Monitor the documentation of cases through regular review of files and case management platform and provide feedback to Case Workers;
• Conduct case audits using the standard supervision tools, to ensure that cases meet and maintain compliance with established SOPs and minimum standards in case management;
• Ensure the proper filing and archiving of case management files to maintain data confidentiality;
• Review regularly staff caseloads to ensure they are manageable and in line with minimum standards of not more than 25 open cases at a time;
• Schedule and facilitate regular case management meetings with Case Workers to discuss specific cases and general challenges in their tasks;
• Identify staff gaps and training needs when they arise and communicate them to the Case Management Officer/ Protection Manager for his/her action;
• Identify and analyze protection trends in the overall caseload to inform protection programming;
• Organize regular and ad hoc case management meetings with Case Workers, to discuss complex cases and general challenges in their tasks;
• Participate in case conference meetings for high-risk cases and/or complex cases when needed;
• Carry out all tasks respecting key protection principles including but not limited to: PSEA, do no harm, non-discrimination, confidentiality, accountability and need-to-know principles;
• Contribute to regular service mapping exercises and updates of service directory;
• Ensure good relationships and coordination with the main service providers in the area of intervention to improve identification of persons with specific needs for prompt referral, follow up and information sharing.
• Maintain regular and positive collaboration with colleagues to enhance synergies and ensure that intervention between the different project components is harmonized and that protection is mainstreamed into the other sectors of intervention;
• Contribute to the development of quality internal/external reports, providing relevant protection data, insight and analysis;
• Proactively participate in relevant coordination meetings, as requested by the Protection Manager;
• Other duties as assigned by the Protection Manager.

Specific Duties:

• Supervise a pool of XX Case Workers and supervise all activities related to individual case management (GBV) in the area of intervention in accordance with case management steps, related tools and procedures; Ensure cases are referred to the internal project services including Cash for protection and ad hoc services with a focus on the assessments quality.
• Supervise a pool of XX Social Workers and supervise the activities conducted by them in field ensuring any concerns affect the program are identified and reported.
• Conduct regular individual and group supervision sessions with social worker to discuss challenges, and provide professional development opportunities.
• Participate in case conference meetings for high-risk cases and/or complex cases when needed;
• Oversee the overall case identification process by the social worker, ensuring that cases are identified and referred efficiently and effectively.
• Offer guidance on complex cases, ethical dilemmas, and challenging situations encountered by team members. And when needed, take over the steps for case management for the complex cases after consultation with Protection Officer.
• Ensure that all high-risk cases are promptly identified, directly assisted or referred to the right service provider;
• Regularly verify the status of the case management database, conduct case reviews and provide feedback to Case Workers;
• Ensure proper storage of sensitive data through a correct use of internal databases and case monitoring tools;
• Monitor field activities through regular field visits to the field bases and share constructive feedback with team members.
• Serve as a liaison between the social work team and other departments within the organization, fostering collaboration and communication.
• Stay informed about best practices, emerging trends, and developments in the field of social work.
• Support the field teams with the development of technically sound (monthly & weekly) work plans, consistent with the goals and objectives of the project;
• Assist Case Management Officer/ Protection Manager in the planning and facilitation of the induction process for all newly recruited case workers on protection principles, the case management process, the relevant SOPs and the data filing and storing procedures (and other relevant topics);
• Receive external and internal referrals in line with set criteria and allocate them among case workers; ensure that referring agencies receive timely feedback on actions taken, when necessary and appropriate in light of confidentiality requirements;

Person Specification:

Education and professional experience:

• University Degree in a related field e.g. Social Work, Psychology or equivalent.
• 3 years of relevant work experience (of which at least 2 years in a supervisory role).

Competencies (Knowledge, Skills & Abilities):

• Computer literacy (Word, Excel)
• Respect and a non-discriminatory attitude
• Ability to manage people and build their knowledge and skills
• Good interpersonal and communication skills
• Good reporting skills
• Ability to show empathy
• Ability to work under pressure
• Previous working experience in GBV programs

Languages:

• Fluency in Kurdish and English (written and spoken)
• Working knowledge of Arabic (written and spoken)