Position: Case Worker Team Leader.

Job site: Karak (cover Tafileh and Ma’an).

Reports to: Hierarchical: Field Manager and Technical: Protection Coordinator. 

Supervise: Case Workers.

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

Objective of the position: 

Case Workers team Leader is 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 protection concerns. Support and coach Case Workers throughout the case management process and directly handle complex vulnerable cases as needed.

In addition, s/he will be responsible for supervising and advise Case Workers. The Case Workers Team Leader will ensure accountability, respect professional boundaries, and avoid conflicts of interest with the team. This position will carry a reasonable caseload.

Main Responsibilites:

• Ensure Case workers are able to 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; 
• Conduct weekly case conferences to discuss difficult cases and raise critical cases for discussion with 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 caseworkers 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 Protection Coordinator to discuss about ongoing issues and strategy for the team;
• Flag issues concerning security and changes of environment in the field 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 needed service for the beneficiary and according to SoPs; 
• Act as referral focal point for INTERSOS case management in the geographical area of coverage under his 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 Protection Coordinator / Field 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 SoPs 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 the proper filing and archiving of case management files to maintain data confidentiality and protection and the respect of the standard procedures; 
• Review regularly staffs caseloads to ensure the quality of the case management and the 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 Protection Coordinator/ Field Manager for the actions needed;
•  Identify and analyze protection trends in the overall caseload for the protection programming and submit monthly reports to the Protection Coordinator; 
• Participate to external meetings and trainings about 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 in the area of intervention for the identification of specific needs in order to provide prompt referral, follow up and information sharing;

Other Duties:

Human Resources:

• Ensure the supervised team performance appraisals are reviewed regularly and conducted as per INTERSOS HR policies and procedures.
• Advocate and plan for professional development for your supervised staff. 

Working Relationships:

• Proactively engage with your supervisor and key staff.
• Proactively engage on a regular basis with your supervisor to develop working networks to seek advice where needed.

Representation:

• Represent INTERSOS in a positive and professional manner to contribute to the creation of a positive image and overall credibility of the organization, notably through the application of INTERSOS mandate, ethics, values and stand-point with regard to other actors.

• 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 degree or equivalent is an asset;
• 3 years of relevant work experience including 1 year in a supervisory role;  
• Previous Experience with NGOs will be an asset; 
• Extensive field experience and an in–depth knowledge of refugees’ context;

Other requirements: 

• Essential computer literacy (word, excel and internet) and admin/finance skills
• Leadership, people management and development, teamwork and cooperation
• Comfortable in a multi-cultural environment, and non-discriminatory attitude, empathy
• Excellent analytical skills, observation and analysis capacity, and reporting skills. 
• Very strong interpersonal skills: strong communication and diplomatic skills.
• Strong organizational skills and ability to manage efficiently multiple priorities, deadlines and tasks.
• Practical and problem-solver, and capacity to work under pressure. 
• Ability to deal with heavy work pressure.
• Able to work independently.
• Excellent time management skills and resourcefulness with attention to details.
• Reporting skills

Language: 

• Native Arabic -Good written and spoken English