Job Opportunities at Danish Refugee Council (DRC)

Slot - 2 Openings

Purpose/Objective of the position:

The Case Management Assistant provides appropriate and timely case management by assessing the needs of individuals with protection concerns, supporting the client with basic psychosocial counselling, developing and implementing tailored case plans based on needs and ensuring appropriate follow-up while creating a climate of trust and care.  

Duties and Responsibilities:

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

Program implementation.

• Conduct case management 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 and consider the emotional, behavioural and social factors that affect their psychosocial well-being as well as protection and risk factors;
• Conduct home visits to assess clients’ living conditions if considered necessary;
• Develop a tailored case plan together with the client, based on needs identified during the assessment;
• Refer clients to appropriate services and when considered necessary directly accompany them to different service providers;
• Provide continuous basic emotional support and counselling through regular follow-up meetings, establishing a relationship built on trust and respecting confidentiality protocols;
• Weekly document each case on the internal case management platform and ensure that any progress on the action plan and any significant change in a client’s psychosocial well-being and overall situation is timely and duly recorded;
• Ensure the proper and safe filing and archiving of case management files to maintain data confidentiality;
• Close a case when the objectives in the case plan are met and no further needs were identified;
• 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;
• Participate in internal case management meetings and bring to the immediate attention any case of special/emergency needs to the supervising Case Management Officer;
• 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;
• Identify and report gaps in the availability of services and quality of service provision for clients in the target areas.

Education and professional experience:

• University Degree in a related field (e.g. Social Work, Psychology or equivalent is an asset).
• 1 year of relevant work experience

Competencies: (Knowledge, Skills & Abilities)

• Computer literacy (Word, Excel)
• Respect and a non-discriminatory attitude
• Good interpersonal and communication skills
• Good reporting skills
• Ability to show empathy
• Ability to work under pressure
• Fluency in Hausa, Kanuri, and any other spoken languages spoken in Borno State (written and spoken)
• Working knowledge in English (written and spoken)

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Duties and Responsibilities

The Accountability Specialist will be based in Abuja will oversee and support the overall implementation of Accountability to Affected Population (AAP) ensuring the voices of people of concern are heard and that DRC programs are aligned accordingly. The Specialist will promote a culture of accountability within the Danish Refugee Council (DRC) operations, ensuring adherence to DRC's standards, policies, and donor requirements.

The main responsibilities and tasks of the Accountability Specialist:

Accountability Mechanisms

• Implement and monitor the DRC’s accountability framework, including feedback and complaints response mechanisms (FCRM).
• Ensure that all stakeholders, including beneficiaries, are aware of the feedback and complaint procedures and that these mechanisms are accessible to all.
• Reviewing and updating relevant AAP standard operating procedures (SOPs).
• Review and improve the Accountability channels, mechanisms, procedures, materials and tools with the MEAL/IM and Programmes Teams;
• Document and respond to feedback and complaints in a timely and professional manner, in line with DRC's policies.
• Ensure feedback and complaints are addressed, followed up, and closed out according to the organization's standards and timelines.
• Continually aim to improve information sharing and participation with communities, support the design and roll out of innovative methods that increase the engagement and participation of persons of concern and stakeholder at DRC Nigeria.
• Supervise the day-to-day functions of the CFM in the Area Offices and to ensure the timely entry of all feedback received from beneficiaries/stakeholders into the CFM database. Provide support required to the Area Office team. Ensure that all non-sensitive feedback should be directly referred to the DRC designated colleagues for internal and external follow-up when required. Also, ensure immediate referral of protection related concerns and sensitive feedback according to the DRC CFM workflow.

Monitoring and Reporting

• Conduct regular monitoring visits to project sites to assess the effectiveness of accountability practices.
• Design Country monthly Accountability snapshots, compile key findings & trends and design reports to ensure analysis around timeliness and effectiveness of response to beneficiary feedback;
• Support the collection, analysis, and reporting of data related to beneficiary feedback and complaints.
• Work with Evidence and Learning Specialist CFM trends to support on facilitation of learning & reflection events such as ‘action/ real-time learning’ and ‘after action’ learning events.

Capacity Building

• Provide training and capacity-building support to DRC staff, partners on accountability principles and mechanisms.
• Promote best practices in accountability across DRC's programs and operations.

Coordination and Collaboration

• Actively engage and contribute at the regional AAP working group initiatives, and also represent DRC at national AAP related forms.
• Coordinate with program teams to ensure that accountability mechanisms are integrated into project design and implementation.
• Collaborate with other departments to ensure that feedback and complaints are effectively used to improve DRC's programs.
• Represent DRC in relevant accountability forums and working groups as required.

Qualifications

Required

• A minimum of three years of experience in working in a relief or development NGO in a similar role.
• Bachelor Degree in social work, social sciences, development studies, humanities or other relevant discipline is required.
• Previous experience working in Accountability sector.
• Hands on experience in operating and managing a community feedback mechanism (CFM)
• Previous experience conducting trainings and delivering capacity building.
• Understanding of Monitoring, Evaluation, Accountability and Learning specifically, accountability frameworks processes. Knowledge of information management would be an asset
• Excellent communication skills in English and local languages.
• Ability to communicate key information in an easy to understand, informative and collaborative manner.
• Good contextual knowledge of local community and social/cultural constraints, realities and organizational relationships.
• Strong organization, planning, and time management skills.
• Genuine care and respect for needs of others, practically vulnerable populations with strong belief in empowering marginalized and disenfranchised people.
• High integrity and willingness to conduct her\himself transparently and open to scrutiny.
• Fluent in written and spoken English and Hausa

Desirable:

• Good command of other local languages spoken and written in North Nigeria (Kanuri, Fulani, etc.)

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Overall purpose of the role:

Responsible for strengthening the capacity of NNGOs across Nigeria in systems and process related to Support Services, including Finance, HR, and Logistics. This role will support with capacity assessments, developing and carrying out formal trainings in relevant areas, on the job training and mentorship to the staff of local NGO partners, and working internally with DRC departments and technical coordinators who work with and through national partner organisations. The postholder must be dedicated to supporting local organizations to strengthen support systems and passionate about localisation in Nigeria.

This position will be based at Country Office level in Abuja and will require extensive field travel.

Duties and Responsibilities:

Responsibilities:

Technical Guidance to DRC Departments

• Liaise with DRC Nigeria technical coordinators to support the integration of support services into partnerships management in sectors including Protection, CCCM, WASH, Shelter and Settlements, Humanitarian Mine Action, and Economic Recovery
• Input into strategy development of various sectors to include plans and targets on the improvement of support services at NNGO partners
• Support technical coordinators to work with duty bearers in different governorates in Nigeria to improve their financial, HR, and Logistics systems and processes and to better support NNGOs

Capacity and Needs Assessments and Partnership Management

• Input into in-depth capacity assessment tools related to support systems, including supply chain, finance, administration, HR
• Support partner selection processes for national NGOs including local authority liaisons as needed
• Manage positive and productive relations with selected NNGOs across the country
• Establish and maintain productive links between NNGO partners and staff, and with DRC Program teams and Support departments

Capacity Development and Implementation

• Develop capacity development plans based on capacity assessments and consultations with DRC staff, local NGO staff, local authorities and sectors
• Develop relevant and high-quality learning materials including presentations, practical activities, guidelines, support resources, pre and post-tests etc.
• Carry out all Support Services related learning activities and on the job mentorship for NNGOs and duty bearers
• Conduct capacity development activities for DRC programmes teams working with and through NNGOs as needed
• Support partners to develop and utilise support service-related policies and manuals, including procurement, finance, and HR

Field Support

• Conduct regular field vists to partners and DRC bases across Nigeria to carry out monitoring activities, meet with relevant stakeholders, support on the job coaching, and carry out assessments and evaluations of partner support service operations.

Accountability and Reporting

• Guided by the DRC Programme Handbook, continuously monitor and develop relevant accountability initiatives as well as strengthening the effort to document the impact and lessons learned of activities
• Ensure compliance with internal and external reporting requirements including procurement
• Provide input for monthly, quarterly and annual donor reports as needed
• Contribute to the improvement of partnership practices by periodically assessing DRC Nigeria’s partnership management approach taking into account both DRC and partners’ perspectives, capture lessons learned and best practices and make recommendations for improvement.

People Management

• Provide on the job training as much as required and adapt trainings/coaching to specific staff needs within the partnerships team

Experience and technical competencies:

• Technical expertise in organizational support systems including Finance, Supply Chain, Human Resources, Administration
• At least 2 years’ experience in a support Services management role
• Minimum 2 years in training and liaising with national NGOs, incuding developing of training plans, training materials, and facilitating training
• Experience dealing with national partners and local/government authorities in challenging contexts
• Good knowledge of relevant donor compliance regulations related to financial management and procurement policies
• Professional background in working in contexts with internally displaced persons and/or refugees
• Experience working in multicultural work settings
• Willingness to embrace and further develop overall objectives such as gender equity, impact monitoring, and cross-sector cooperation

Desirable

• Knowledge of code of conduct principles and the HR systems for performance management
• Knowledge of key donor policy and compliance procedures
• Knowledge of supply chain management and procurement processes
• Previous experience as support services management is an asset
• Fluency in written and spoken English

Education:

• Degree in international development, economics, finance, logistics or other relevant field experience is an asset

Required Skills & Qualities

Core Competencies of DRC:

• Striving for excellence
• Collaboration
• Taking the lead
• Communication
• Demonstrating Integrity
• Ability to work in a multinational and multicultural environment
• Proactivity, with a sound commitment to teamwork and with a spirit of genuine collaboration
• Excellent communication skills, as well as patience and politeness, are required
• Multi-tasking and Organizational skills is a must
• Adaptable and Flexible
• Proven analytical and critical thinking skills
• Exemplary sense of ethics in the workplace
• Team-oriented & good sense of humor

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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)

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Overall purpose of the role:

The Case Management Specialist for Nigeria provides technical supervision and training to DRC Nigeria field teams in Konduga, with a focus on general case management for DRC/GBV case management for local partners (GISCOR/CBI)  while DRC is piloting case management. After 4-6 months, the person could start supporting at times, review of individual protection assistance (IPA) (which includes a type of emergency cash or in-kind assistance)

Responsibilities:

The Case Management Specialist:

• Provides technical supervision to protection field staff working on case management and launch initial training/pilot on general case management for DRC Protection staff and on GBV case management to local partners involved in the BHA project;
• Although not its primary area of focus in Nigeria, this position can also give advice on IPA cases, this will include approving cases recommended for IPA and conduct regular supervision and coaching activities with staff in the field
• The Case Management specialist advises the protection manager for case management process and procedures, will ensure strong collaboration with PM CM and with Protection coordinator to give inputs into case management SOPs, deliver key trainings on CM and can support PSS Team Leaders on MHPSS individual counselling sessions.
• He/She will also shadow some individual sections on case management to train staff on how to properly manage case plans and verify all data protection protocols etc are respected. He/she will do regular spotchecks in different safe spaces and may also at times provides advises to the case management team on crisis interventions and counselling services to optimum social and psychological well-being.
• She/he will follow GBV/CP AoR meetings to include all SOPs and guidance suggested there into tools of DRC for case management related areas. Participates in relevant coordination meetings such as case management WG, etc as agreed with the Protection Coordinator.
• He/she will work closely with the PIM specialist to develop a confidential platform to enter cases for IPA/Case Management and MHPSS and ensuring increased confidentiality and facilitating data verification as per the data protection guidelines.
• Provides capacity building for protection staff working case management, through trainings, mentoring and shadow visits and may also conduct IPA refresher trainings;
• Works closely with the PIM Specialist on developing the CM information management system (which can be replicated for IPA) such as GAMMA (but to be determined in Nigeria) and monitors case documentation to ensure high quality and timely recording on DRC Nigeria information system 
• Develops monitoring tools and guidance for assessing the quality of case management and IPA activities, in collaboration with the Protection Coordinator and MEAL Manager.
• Contributes to donor progress reports on case management and support local actors capacities in entering information on the GBVIMS platforms;
• Conducts regular field visits to ensure that all case management activities are of a high-quality including verification using field checklists and data protection guidance developed by the Protection Coordinator and may conduct spot-check on IPA files and report any challenges to protection coordinator
• Provide support in developing and providing inputs on case management SOPs with Protection Coordinator and support developing onboarding training/ manuals relating to case management. Can provide feedback on ways to conduct IPA, SOPs and tools. Will develop tip sheets on general case management/GBV case management/IPA and will develop training package on general case management/GBV case management in particular for DRC protection staff and local partners.
• Develops and delivers training to DRC field teams in different base and partners on case management and can use materials developed by protection coordinator to conduct refresher training on IPA.
• Provides technical oversight to partners undertaking case management or IPA (as required) and verification of the CM platform regularly
• Undertakes other tasks, as requested by the Protection Coordinator.

Experience and technical competencies:

• Minimum 5 years of experience working for an INGO in the protection sector, including extensive case management experience. 
• Experience working as a case management supervisor. 
• Experience providing training on case management topics
• Experience working with national partners, local/government authorities, and UN organisations
• Excellent skill in MS Word, Excel, and PowerPoint

Education: (include certificates, licenses etc.)

• Degree in Social Work or another relevant social science; Masters would be an advantage.

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Purpose/objective of the position:

The team leader for case management (national staff) will be based in DRC Maiduguri office and  will manage and lead a team of case management professionals and is accountable for organizing, planning, monitoring, and overseeing the case management team of DRC in Konguda.

Responsibilities:

Piloting of case management with DRC

• The case management PM will contribute to provide inputs to Protection Coordinator on the overall updating and applying strategic vision on case management, data protection, confidentiality, accountability to affected populations aspects
• The case management PM will guide her/his teams on particular steps related to case management, safe referrals and is responsible to ensure that protection interventions follow case management steps and meet relevant quality standards and are adapted to the context. The person will also step in more regularly for supervision and coaching on individual sessions to give further advise especially on lay counselling and other individual session.
• He/she will suport the overall strategic visions of DRC on case management and will participate in key coordination meetings related to case management WG, etc and liaise with other GBV and CP case management actors to ensure safe and quick referrals analysing the area needs. Because DRC is initiating GP case management which is a complex issue, a manager level was required to dedicate the necessary amount of time to supervision and put proper procedures in place.
• The CM Team leader will include overall coordination between DRC case management units, between all partners involved in the BHA project on case management and oversight on case management development within DRC.
• The Case Management Manager will ensure to update work plans for case management units in Konduga and provision of advises/coaching/visits to local partners facilities in Monguno/Mafa/Nganzai
• The Case Management Team leader provides day-to-day management of the Protection Case Management Unit, including supervision of case management teams under the BHA project and may contribute to technical inputs to local partners involved in GBV case management.

Generic Duties:

Supervision of staff:

• The Case Management Team leader is responsible for the technical supervision and coordination of all case management related activities under the supervision of the Area Manager and technical supervision of the Protection Coordinator. S/he will ensure that training and capacity building needs of field protection staff are timely addressed with the Case Management Specialist and that case management services and activities meet quality standards in the sector.
•  Provide support to case management staff, ensuring quality in the implementation of activities and services as well as the adherence to protection standards on case management
• Support the field teams with the development of technically sound (monthly & weekly) work plans, consistent with the goals and objectives of the project;
• Maintain regular and positive collaboration with colleagues to enhance synergies and ensure that intervention between the different project components is harmonized especially with the MHPSS team but also with Protection Monitoring team  
• Participate in the recruitment of project staff, provide objective feedback with regards to staff performance (evaluate performance and deliverables against job descriptions), expectations and areas for growth and professional development.
• Identify capacity building needs of protection staff assessing their knowledge and skills and accordingly provide learning opportunities through training, workshops and/or simulation exercises; ensure continuous on the job coaching and mentoring; 
• Give advice and feedbacks to the Case Management Specialist  in developing and/or updating protection tools and training material in order to meet the project’s requirements and ensure validation/consultation with Protection Coordinator to ensure it is technically sound
• Contribute to the development of quality internal/external reports on case management, providing relevant protection data, insight and analysis and give inputs to Protection Coordinator for expansion of case management
• Ensure that DRC data protection, PSEA and CP policies are shared, understood and upheld by all staff in compliance with the highest standards of privacy and confidentiality.
• Establish and maintain collaborative relations with relevant partners and other project stakeholders working in the project areas on case management;
• Contribute to the maintenance of an up-to-date service mapping of the service providers operating in the area and take proactive steps to remain informed about the available services especially specialized services
• Proactively participate in relevant coordination meetings at LGA level covered (Konduga for DRC, Mafa/Monguno/Nganzai for other partners) as requested by the Protection Coordinator and Area Manager.
• Other duties as assigned by the Protection Coordinator/Area Manager.
• Manage a pool of 2 case management assistants (in Konduga) and 1 case management officers (1 in Konduga)+1 case management specialist and supervise all activities related to individual case management (PSWN/general protection) in the area of intervention in accordance with case management steps, related tools and procedures and manage 1 case management specialist.
• 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 managements officers and assistants. 
• Organize regular and ad hoc case management meetings with Case management team, to discuss complex cases and general challenges in their tasks including with CBI/GISCOR on GBV case management to ensure regular exchange in the consortium as a supportive case management taskforce.
• Participate in case conference meetings for high-risk cases and/or complex cases when needed.
• Conduct regular case audits, to ensure that cases meet and maintain compliance with established SOPs and minimum standards in case management.
• Ensure proper storage of sensitive data through a correct use of internal databases and case monitoring tools;
• Plan and facilitate the induction process for all newly recruited case assistants and officers on protection principles, the case management process, the relevant SOPs and the data filing and storing procedures (and other relevant topics) and using the DRC onboarding trainings to manage their plans
• Contribute to the drafting of yearly/monthly financial plan for the relevant budget lines. Ensure monthly follow up on progress of budget expenditures against financial plan and preparation of weekly liquidity plan related to case management;
• In collaboration with the other Borno Team leader, PSS team leaders, Protection Monitoring TL and Protection Coordinator, work closely with other organizations to ensure a smooth referral pathway;
• Receive external and internal referrals in line with set criteria and allocate them among case assistants and officers; ensure that referring agencies receive timely feedback on actions taken, when necessary and appropriate in light of confidentiality requirements;
• Provide training on ‘Protection concerns forms/‘Inter-Agency Referral Form SOPs’ to other agencies working in the area depending on the need. 
• Give regular feedbacks to protection coordinator on the pilot on GP Case Management and on local partners ‘development of GBV case management. 

Experience and technical competencies:

• At least 3-5 years proven and successful track record in protection especially dealing with individual cases and human rights

You should also have:

• Proven experience in case management in an emergency context/resilience context, community development and/or other forms of protection programming;
• A technical background in one of DRC Nigeria’s key strategic areas (PSS, Case Management) is an advantage, experience working in GBV prevention is preferred.
• Experience with team management and technical support and direct link with beneficiaries
• Experience with project cycle management and project management tools such as logical frameworks, work plans, and monitoring plans
• A Master/BA Degree in social work, social policy, mental health and psychosocial support etc.
• Experience with GBV IMS/CP IMS and other case management platforms

Ideally, you also have

• High integrity and willingness to conduct her/himself transparently and open to scrutiny
• Good leadership skills
• Strong technical knowledge in protection 
• High confidentiality, respect and a non-discriminatory attitude
• Good interpersonal and communication skills
• Strong analytical and report writing skills
• Strong planning and organizational skills
• Ability to work under pressure and as part of a team
• Experience developing and conducting trainings is a plus
• Fluency in Hausa and other languages spoken in Borno/Adamawa/North West of Nigeria (written and spoken)
• Proficiency in English (written and spoken)
• Previous experience working in Northeast Nigeria especially Borno
• Ability to communicate technical information in an easy to understand, informative and collaborative manner
• Good knowledge of the new updated standards on case management 

Education: (include certificates, licenses etc.)

• Master degree in one of the following: International development, social sciences, social work, international relations, human rights.