Case Management Officer (Konduga) at Danish Refugee Council (DRC)

Purpose/objective of the position:

The Case Management Officer is responsible for supervising and managing a team of Case Management Assistants, 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 Management Assistants throughout the case management process and directly handle complex cases as needed.

Duties and Responsibilities:

Under the supervision of the Protection Officer/Team lead, the holder of this position shall perform the following duties:

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 Management Assistants in their duties using various methods such as observation, shadowing, case file checks and bilateral case discussions;
• Assign cases to Case Management Assistants taking into consideration their experience level, caseload and complexity of cases;
• Ensure adherence of Case Management Assistants 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 Management Assistants;
• Conduct regular case audits, 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 for GP and 15-20 for GBV/CP if done (rarely done at DRC level as general protection agency);
• Schedule and facilitate regular case management meetings with Case Management Assistants 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 for his/her action;
• Identify and analyze protection trends in the overall caseload to inform protection programming;
• Participate in case conferences with partners when required;
• 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.

Specific Duties:

• Manage a pool of Case Management Assistants and supervise all activities related to individual case management (PSWN, CP, SGBV) in the area of intervention in accordance with case management steps, related tools and procedures;
• 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 the Case Management Officers and Assistants;
• Ensure proper storage of sensitive data through a correct use of internal databases and case monitoring tools;
• Assist Case Management Team Leader in the planning and facilitation of the induction process for all newly recruited Case Management Assistants 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 Management Officer; ensure that referring agencies receive timely feedback on actions taken, when necessary and appropriate in light of confidential requirements; 

Person Specification:

Education and professional experience:

• University Degree in a related field e.g. Social Work, Psychology or equivalent.
• 2 years of relevant work experience (of which at least 1 year 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
• Fluency in Hausa,Kanuri Shuwa and any other languages spoken within Borno state (written and spoken)
• Working knowledge of English (written and spoken)