Case Worker at INTERSOS

JOB PURPOSE

• Provide appropriate and timely case management services; assess the needs of individuals with protection concerns, develop case management plans and implement these as per evolving protection needs and concerns, ensuring appropriate follow-up while creating a climate of trust and care.
• Conduct protection activities in line with project activities and indicators as directed by supervisors and management.

RESPONSIBILITIES

CASE MANAGEMENT & SUPERVISION

• Manage an open caseload as per INTERSOS standards.
• Conduct intake interviews with individuals identified by the team during outreach work or referred by other agencies and open a case if vulnerability criteria are met.
• Carry out comprehensive assessments for each client after receiving their consent for same. Consider emotional, behavioural, and social factors that affect their psychosocial well-being, protection, and risk factors.
• Develop a tailored case plan with the client, based on the needs identified during the assessment.
• Refer clients to the appropriate and desired services and, when necessary and deemed safe, accompany them to different service providers.
• Provide continuous basic emotional support via regular follow-up meetings, establishing a relationship built on trust and respecting confidentiality protocols.
• Close cases when the objectives in the case plan have been met and no further needs have been identified.

REPORTING, ADMINISTRATIVE AND TECHNICAL RESPONSIBILITIES

• Support the planning, implementation, and reporting of all protection activities via monthly work plans, schedules, and team management.
• Support positive team dynamics and a healthy work environment where case workers feel comfortable and supported in sharing experiences, challenges, and feelings.
• Ensure an equal division of the overall workload, timely follow-up on targets and flag issues to the Senior Protection Officer. Regularly review team caseloads to ensure compliance with INTERSOS policies and provide quality service to beneficiaries.
• Assist in decision-making vis-à-vis material assistance to beneficiaries, documenting same for both technical and financial reporting.
• Supervise the accuracy of case documentation, ensuring that any progress is duly recorded in a timely fashion via regular case file review and using the case management platform. Provide feedback on the same to case worker team leads.
• Monitor team timeframes for response, decision-making and follow-up via the internal case management platform.
• Participate in individual supervision sessions on a weekly basis with the Senior Protection Officer, bringing immediate attention to any case of special/emergency needs, discussing ongoing issues and strategizing on project and programme development.
• Provide individual supervision sessions on a weekly basis to each caseworker team leader, supporting and coaching them in their duties using various methods. Support the case worker team leaders’ ability to find solutions and respond appropriately to daily challenges.
• Identify gaps and training needs for the caseworkers and request support from the Senior Protection Officer to provide the same. Provide learning opportunities via the delivery of training, workshops, and role modelling.
• Coordinate and supervise psychosocial support activities that are conducted in the CC/WGFS and/or communities.
• Compile all reporting on case management general protection activities and PSS activities as per INTERSOS and donor reporting regulations and transmit these on a weekly basis to the Senior Protection Officer for further handling. Engage in regular feedback and dialogue with the Senior Protection Officer on quantitative and qualitative reporting.

REPORTING, ADMINISTRATIVE AND TECHNICAL RESPONSIBILITIES

• Oversee the proper and safe filing and archiving of case management files to maintain data confidentiality as per INTERSOS and international standards. Ensure that all teams are trained in data protection and confidentiality.
• Ensure adherence of team members to protection principles, codes of conduct and internal SOPs. Conduct regular case audits to ensure that work is following established SOPs and minimum standards.
• Conduct all tasks respecting key protection principles, including but not limited to:
• do no harm.
• non-discrimination.
• confidentiality,
• accountability, and.
• need-to-know principles.

OTHER GENERAL PROTECTION ACTIVITIES

• Contribute to the design and execution of regular service mapping, and updates to the service directory and support the development of referral systems with different service providers and the local NGO/CSO partner. Identify and report gaps in the availability, access, and quality of protection services in the assigned area.
• Flag protection and security issues and contribute to the identification of appropriate responses via regular data review and the submission of protection reports.
• Identify and assist in the analysis of protection trends in the assigned area.
• Provide guidance and support for the planning and implementation of awareness-raising activities, focus group discussions, PSS activities in the WGFS and training workshops as instructed by the supervisory/managerial team.
• Collaborate and coordinate with INTERSOS teams from other departments (WASH, Health & Nutrition, Livelihoods, etc.…) to ensure holistic solutions to beneficiaries’ needs.
• Participate/serve as a focal point in external meetings (i.e., GBV sub-sector working groups, general protection working groups, etc.…) and training on protection monitoring, general protection trends, and challenges.
• Ensure good relationships and coordination with the main service providers in intervention, relevant partners, and other project stakeholders.
• Support the development, updating and local adaptation of protection tools and training material and deliver step-down training on these as needed for the field.
• Support donor reporting and project development as required.
• Any other activities specified by the supervisory/managerial team.