Position: Case Manager

Job site: Karak

Reports to: (Hierarchical and Technical) Case Workers Team Leader.

Status: Fulltime.

About INTERSOS:

INTERSOS is an Italian humanitarian organization that works all over the world bringing assistance to people in danger, including victims of natural disasters and armed conflicts. We intervene to effectively meet the needs of people in crisis, with particular attention to vulnerable groups, women and children. We provide primary assistance in terms of food, shelter, medical assistance and basic goods, while also ensuring that basic needs, education, safe water and health needs are met during the recovery phase.

Since 2012, INTERSOS has had operations in the Middle East to contribute towards ensuring emergency relief and social protection assistance for Syrian refugees fleeing their home in search of safety, with special focus on most vulnerable groups (children, women, elderly and persons with special needs).

In Jordan, INTERSOS has focused its humanitarian response on supporting Syrian families displaced across urban and rural areas, as well as vulnerable host communities, witha programme that concentrates on protection

Purpose/objective of the position:

Under the supervision of the Case Workers Team Leader and with technical support from the Protection Coordinator, Case Worker will be responsible to identify and assess cases in need of individual support. The Case Worker will act according to the guiding principles of GBV and Child Protection case management and will ensure a non-discriminatory approach, act according to the best interests of the child, ensure accountability, respect professional boundaries, and avoid conflicts of interest.

Generic Duties:

• 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; 
• Perform service mapping assessments; 
• Conduct initial (rapid) assessments for individual cases and prioritize them according to risk level, including psychosocial assessments of vulnerable cases that take into account environmental, emotional, behavioral, and social factors as well as resources and strengths that impact the individual well- being;
• Conduct home visits to assess beneficiaries’ living conditions when necessary;
• Develop a tailored case plan with the client, based on needs identified during the assessment;
• Refer beneficiaries to appropriate services and when necessary, accompany them to different service providers;
• Provide continuous basic emotional support and counselling through regular follow-up meetings, establishing a relationship built on trust respecting confidentiality protocols;
• Document cases on the internal case management platform and ensure that any progress on action plan and any significant change in client’s psychosocial well-being and overall situation is timely and duly recorded;
• Ensure proper and safe filing and archiving of case management files to maintain data confidentiality’;
• Discharge cases when objectives in the case plan are met and no further needs are identified;
• Join in the awareness raising activities in coordination with social workers, when it is necessary to identify and respond to cases immediately;
• Carry out all tasks in line with the existing SoPs, and respecting key protection principles, including but not limited to: do no harm, non-discrimination, confidentiality, accountability and need-to-know principles;
• Participate in internal case management meetings and bring to immediate attention any case of special/emergency needs to the Case Worker Team Leader;
• 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;
• Manage the hotline according to the internal procedures and under the supervision of the Case Workers Team Leader;
• Ensure the provision of emergency cash assistance for the most vulnerable clients, according to the needs of the clients, the agreed criteria and the internal procedures and under the supervision of the Case Workers Team Leader;
• Identify and report gaps in the availability and quality of services provision for clients in the target areas;
• Accomplish any other assignments given by supervisors or Protection Specialist/Protection Coordinator.

Other Responsibilities:

• Uphold the INTERSOS Code of Conduct and policies;
• Ensure the respect of the core humanitarian principles: neutrality, impartiality, independence, and humanity and the respect of the “do no harm” principle of humanitarian action.
• Strictly follow the internal procedures, policies (PSEA, CPP etc.) and guidelines and Standard Operating Procedures (SOPs).
• The staff is allowed to drive INTERSOS vehicles for working-related purposes following the standard operating procedures (sops) for the use of INTERSOS vehicles and movement planning (fleet management) and after having obtained the clearance to drive

Minimum requirements

• University degree in Social Services, Community Development, Psychology or Social Work degree and/or equivalent practical field experience, preferably with a humanitarian organization; 
• Ideally at least 1 years of experience in protection related sectors, including at least 1 year of experience in emergency projects; 
• Previous Experience with NGOs will be an asset;
• Extensive field experience and an in–depth knowledge of refugees’ context;

Other requirements:

• Native Arabic -Good written and spoken English
• Strong team spirit, comfortable in a multi-cultural environment
• Excellent analytical skills, observation and analysis capacity, and reporting skills.
• Very strong interpersonal skills: strong communication and diplomatic skills
• Practical and problem-solver
• Ability to deal with heavy work pressure
• Excellent time management skills and resourcefulness with attention to details.