Case Worker Team Leader-Roving - Ngala at INTERSOS

JOB PURPOSE

• The position holder will be 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 concerns of protection. Support and coach Case Workers throughout the case management process and directly handle complex vulnerable cases as needed.

RESPONSIBILITIES

• Ensure Case workers can provide support to beneficiaries in their journey of recovery by providing basic emotional support
• Train and coach, the case workers in basic counselling, communication and listening skills
• Under the supervision of the Technical Manager - Protection, conduct weekly case conferences to discuss difficult cases and raise critical cases to the Protection Coordinator
• 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 case workers to express emotions and experiences within the case management team
• Ensure the quality, regular and timely follow up of the open cases and the implementation of the action plan
• Meet regularly with Technical Manager - Protection to discuss ongoing issues and strategy for the team
• Flag issues concerning security and changes of environment in the field to the Project Manager and support identification of appropriate responses
• 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
• Assign cases to Case Workers taking into consideration their experience level, caseload and complexity of cases
• Guarantee that no case is closed before having exhausted all the possible resources to find the service needed for the beneficiary and according to Sops
• Act as referral focal point for INTERSOS case management in the geographical area of coverage under his/her 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 Project Manager ensuring proper handover between the caseworkers if needed
• Conduct and monitor awareness raising session
• 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 Sop’s and minimum standards in case management
• 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
• Supervise the accuracy of the cases documentation through regular review of files and case management platform and provide feedback to Case Workers. Overview of the proper filing and archiving of case management files to maintain data confidentiality and protection and respect of the standard procedures
• Review regularly staffs caseloads to ensure the quality of the case management and respect of the minimum standards (not more than 25 cases at a time)
• Schedule and facilitate regular case management meetings with Case Workers to discuss single cases and challenges
• Identify staff gaps and training needs and inform the Program Protection Referent for the actions needed
• Identify and analyze protection trends in the overall caseload for the protection programming and submit monthly reports to the Protection team
• Participate in external meetings and training in case management and to conferences with partners when required
• Respect key protection principles including but not limited to do no harm, non-discrimination, confidentiality, accountability and need-to-know principles
• Contribute to regular service mapping and update of service directory
• Handle complex cases directly as needed
• Ensure good relationships and coordination with the main service providers around intervention for the identification of specific needs in order to provide prompt referral, follow up and information sharing.

Education & Professional Requirements:

Education

• Bachelor’s degree or HND in Social Work, Psychology, Sociology, or equivalent is an asset
• A master’s degree in social work or a relevant field is an added advantage.
• Specialized training in case management, protection of women and girls is highly desirable

Professional experience

• 3 years of relevant work experience including 2 years in a supervisory or team leadership role.
• Minimum of 3–5 years of professional experience in protection of women and girls or case management programming.
• Demonstrated experience in managing complex cases and supporting vulnerable populations.
• Experience in humanitarian settings is highly desirable.
• Professional requirements.
• Strong knowledge of inter-agency case management guidelines, SOPs, and minimum standards.
• Proven ability to supervise, coach, and mentor case workers in case management processes.
• Experience in conducting case conferences, case audits, and quality assurance of case files.
• Ability to provide basic psychosocial support and guide staff on counselling techniques.
• Strong understanding of referral pathways, service mapping, and coordination with service providers.
• Proficiency in case management information systems and data management.
• Ability to analyze protection trends and produce quality narrative reports.
• Essential computer literacy (word, excel and internet)
• Personal requirements
• Commitment to safeguarding and ethical standards in child protection.
• Respect and non-discriminatory attitude, empathy
• Leadership, people management and development, teamwork and cooperation
• Respect and non-discriminatory attitude, empathy
• Interpersonal and communication skills
• Reporting skills
• Capacity to work under pressure
• Strong leadership and team management skills.
• Excellent interpersonal, communication, and coaching abilities.
• High level of integrity, professionalism, and commitment to confidentiality.
• Ability to manage stress, support staff well-being, and promote a positive team environment.
• Strong organizational and problem-solving skills with attention to detail.
• Ability to work under pressure and respond to emergencies effectively.
• Decision-making skills with the ability to handle complex and sensitive situations.