Reports to: Project Manager
Duty station: North-west and South-west
Type of contract: Fixed Term
Availability: 15 March 2026
Main objective and tasks
Is responsible for supervising and managing a team of Case Workers, ensuring that principles of case management are respected and that quality services are guaranteed to persons with protection concerns.
Support and coach Case Workers throughout the case management process and directly handle complex vulnerable cases as needed.<\/p>\n\n\n\n
Tasks:
\u2022 Support the planning, implementation and reporting of the activities, as well as ensuring the well-being and positive working environment for all members of the team. Support positive team dynamics providing support and space for caseworkers to express emotions and experiences within the case management team
\u2022 Meet regularly with Protection Officer to discuss about ongoing issues and strategy for the team
\u2022 Flag issues concerning security and changes of environment in the field and support identification of appropriate responses
\u2022 Supervise, support and coach Case Workers in their duties using various methods such as observation, shadowing, case file checks and bilateral case discussions and support the team in finding solutions and appropriate responses to daily challenges
\u2022 Act as referral focal point for INTERSOS case management in the geographical area of coverage under his responsibility and distribute the cases between the Case Workers according to the level of experience and complexity of case. Ensure equal division of workload, timely follow up of target and flag issues of overload of caseworkers to Protection Officer ensuring proper handover between the caseworkers if needed
\u2022 Ensure adherence of Case Workers to protection principles, Code of Conducts and internal SoPs. Conduct regular case audits to ensure that cases meet and maintain compliance with established SoPs and minimum standards in case management
\u2022 Monitor timescales for response, decision-making and follow-up through internal case management platform and according to priority of case ensuring timely and appropriate support
\u2022 Supervise the accuracy of the cases documentation through regular review of files and case management platform and provide feedback to Case Workers. Overview the proper filing and archiving of case management files to maintain data confidentiality
\u2022 Review regularly staffs caseloads to ensure the quality of the case management and the respect of the minimum standards (not more than 25 cases at a time)
\u2022 Schedule and facilitate regular case management meetings with Case Workers to discuss single cases and challenges
\u2022 Identify staff gaps and training needs and inform the Protection Officer for the actions needed
\u2022 Identify and analyse protection trends in the overall caseload for the protection programming
\u2022 Participate to external meetings and trainings about case management and to conferences with partners when required
\u2022 Respect key protection principles including but not limited to: do no harm, non-discrimination, confidentiality, accountability and need-to-know principles
\u2022 Contribute to regular service mapping and update of service directory
\u2022 Ensure good relationships and coordination with the main service providers in the area of intervention for the identification of specific needs in order to provide prompt referral, follow up and information sharing<\/p>\n\n\n\n
Educational and professional experience required
\u2022 University degree in a related field e.g. Social Work, Psychology or equivalent is an asset
\u2022 Training in humanitarian protection thematics such as community-based protection, survival centered-case management, PSEA, GBV and Child protection will be an asset
Technical and behavioral competencies required<\/p>\n\n\n\n
Work Experience:
\u2022 Minimum of 2 years of experience in a humanitarian context, in an association, NGO or INGO, with at least 1 year of field work experience in the NW or SW regions during the context of crisis
\u2022 Proven work experience in social work in a similar context
\u2022 Experience working and \/ or collaborating on a UNCHR project would be an asset
\u2022 Leadership, people management and development, teamwork and cooperation
\u2022 Respect and non-discriminatory attitude, empathy Team management experience of at least 1 year at similar level would be an asset.<\/p>\n\n\n\n
IT: Advanced Knowledge of
\u2022 Microsoft Office Suite (Word, Excel, outlook),
\u2022 Mainstream web browsers (Google Chrome, Microsoft Edge, Mozilla Firefox)
\u2022 Web-based mainstream chat and conferencing tools\/platforms (Skype, Teams, Zoom and WebEx)
\u2022 Web 2.0 tools (cloud storage, webmail and others)<\/p>\n\n\n\n
Languages
\u2022 Fluency in both written and oral formal English
\u2022 Strong redactional and reporting skills
\u2022 Fluency in Pidgin English
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