BACKGROUND

Anera is a nonprofit organization founded in 1968 that provides resources for refugees in Jordan and supports livelihood, education, and humanitarian relief projects. 

Millions of refugees from conflict currently live in Jordan. The country has more than two million Palestinian refugees registered with UNRWA, and about 655,000 Syrian refugees registered with UNHCR. From 2004 to 2011, Anera maintained an office in Jordan that managed primary and vocational education programs, public health, disability support, and women’s empowerment for families in poor communities and refugee camps. 

In 2019, Anera returned to establish a permanent presence in Jordan in support of the refugees residing there. Anera has found strong support from Jordanian government officials, donors, and leading international organizations in the humanitarian and development fields. Today, Anera is officially registered with the Ministry of Social Development and is a key member of UN sector working group meetings, covering the areas of health, education, livelihoods, and basic needs. 

JOB OVERVIEW:

The Referral & Case Management Officer plays a pivotal role within Anera’s Gaza Patient & Family Support Program, which serves hundreds of families displaced from Gaza and receiving medical treatment in Jordan. The Officer manages and coordinates patient referrals, ensuring that each case receives timely and comprehensive support across medical, psychosocial, and education services.

This role anchors the intake, documentation, and referral system that connects hospitals, psychosocial support providers, and education services — ensuring that families receive coordinated, dignified, and continuous care throughout their treatment journey. It also includes designing and maintaining digital case-tracking systems and dashboards for referrals, service delivery, and patient needs, enabling evidence-based coordination, accountability, and improved quality of care. The Officer will maintain accurate records, coordinate with key partners such as WHO, KHCC, and MoH, and contribute to reports and learning documentation that reflect the program’s impact.

SPECIFIC DUTIES AND RESPONSIBILITIES

• Operate the referral desk and maintain regular contact with WHO, KHCC, and MoH.
• Complete Family Intake & Needs Assessment forms for each new arrival.
• Coordinate patient transport, lodging, and linkages to psychosocial and education services.
• Maintain and update digital case files.
• Generate weekly referral updates for MEAL dashboards.
• Identify vulnerable cases requiring emergency assistance and escalate to the Project Manager.
• Contribute case studies and lessons learned to reporting.
• Collaborate with the Communication team to disseminate results, success stories, and testimonials. 

WORK CONDITION:

This position is based in Amman with frequent visits to areas of operation in the field.

Skills

QUALIFICATIONS:

• Bachelor's in Social Work, Nursing, or Public Health.
• Minimum 3–5 years in case management within humanitarian or health sectors.
• Experience with referral systems or hospital coordination.
• Strong interpersonal and organizational skills.
• Fluent Arabic and working English proficiency.
• Data-management experience (Excel, Kobo, or CommCare).
• Strong computer literacy, including proficiency in Microsoft Office (Excel, Access, Word, PowerPoint)
• Ability to work effectively with diverse populations and stakeholders. 
• Strong presentation skills, capable of presenting evaluation findings through various mediums—data visuals (graphs), reports, and presentations.