Case Management Supervisor

Job description:

The Case Management (CM) Supervisor manages and supervises the programmes being implemented in his/her capacity as Tdh representative. S/he is responsible for the implementation of the strategy and development and managerial coordination of case workers. S/he supports and validates the quality of work by the team with respect for Tdh mandate and commitments and international standards.

Main responsibilities

1.       Programme planning and implementation:

1.1.           Leads on developing detailed activity plans, in collaboration with the Deputy Child Protection and Education Project Manager (CP/E DPM) and according to programme priorities, budget concerns, staff capacity and needs.

1.2.           Ensures the programme is reaching its objectives timely and according to standards. Communicates constraints and issues affecting programme’s capacity to achieve results with the line manager in a timely manner and proactively proposes solutions.

1.3.           Supervises team members by assigning them tasks according to priority, and supports them in carrying out activities in order to effectively reach programme objectives.

1.4.           Ensures protection needs are identified, recorded, analyzed and responded to adequately, as well as actions are taken to mitigate Child Protection (CP) related risks.

1.5.           Carries out regular review of case status, and provides support and supervision of case management to ensure proper follow-up of cases, in line with CM procedures and CP standards.

1.6.           Contributes to the identification of cases of neglect, abuse, exploitation and coercion against children. Reports and refers cases – either identified individually or received from the community – to a case worker in a timely manner.

1.7.           Ensures adherence to internal and National SOPs, guidelines, referral and coordination mechanisms, CP Minimum Standards, Tdh code of conduct, and humanitarian and CP principles for assistance to children.

1.8.           Takes into account gender, protection, age and environmental cross-cutting issues in programme design, implementation, and reporting; ensures activities reflect the needs of specific groups and individuals; e.g. Unaccompanied and Separated Children (UASCs), Children Associated with Armed Groups and Armed Forces (CAAFAGs), children with disabilities.

2.       Information management and monitoring:

2.1.        Ensures and monitors correct documentation of cases through review of files and databases. Ensures confidentiality of information, and respect for data protection and information-sharing protocols.

2.2.        Contributes to the maintenance of an up-to-date mapping of service providers operating in the area, working closely with and informing case workers.  

2.3.        Conducts weekly CM meetings with the CM team to ensure dissemination of information from the field and other sectors in the area to the line manager.

2.4.        Supports individual cases where required and provides regular monitoring of all aspects of CM services.

2.5.        Facilitates and attends case conferences for complex cases. Ensures case conferences involve and include relevant stakeholders.

2.6.        Ensures and monitors correct documentation of cases through review of files and databases. Compiles data and makes note of observed trends.

2.7.        Reviews staff caseloads to ensure they are manageable and share challenges with the line manager.

2.8.        Regularly updates other Tdh departments and programs on CM activities to broaden impact and enhance collaboration amongst the teams, and to promote CP mainstreaming.

2.9.        Leads and gathers data during needs assessments, baseline and periodic studies, and assists in providing feedback findings to stakeholders.

3.       Supervision of children and their safety:

3.1.        Supervises and monitors the CM process and ensures that cases under assistance receive all needed care and support..

3.2.        Promotes CP mainstreaming and ensures all child safeguarding issues and protection needs are raised timely and safely through appropriate communication channels. Ensures that children and families are aware of child safeguarding issues and know how to raise concerns. Ensures confidentiality and dignity when dealing with cases.

3.3.        Ensures that all activities are safe and appropriate to the security context, to the capacities of all groups involved, culturally accepted and non-harmful. Communicates timely about possible concerns.

3.4.        Provides briefings on child safeguarding and appropriate behavior with children to all CM staff. Ensures any concerns are reported and addressed immediately.

4.       Reporting:

4.1.        Ensures adequate data collection and data storage of all activities and prepares timely weekly/monthly/quarterly activity reports. Supports the line manager in submitting internal and donor reports as per schedule.

4.2.        Reviews and updates the action plan and the budget with the line manager, in order to direct future activities and spending or change of expenses forecasted.

4.3.        Identifies any major discrepancy/delay that may arise in programme implementation, immediately reporting concerns to the line manager.

4.4.        Keeps proper records of expenditures, supports case workers in doing so, and reports on these to the line manager.

5.       Personal and Team management:

5.1.        Supervises and supports case workers through provision of technical guidance.

5.2.        Promotes a stimulating working environment, participation of staff, community and children in programme planning, implementation, monitoring and evaluation of CM activities.

5.3.        Identifies problems associated with the delivery of the programme and informs the line manager (CP/E PM), as well as HR, Logistics, and beneficiaries as required. Contributes proactively and participatively to suggest solutions.

5.4.        Maintains positive work relationship and effective communication flow of information within the team, and promotes team-building efforts in coordination with the line manager.

5.5.        Takes initiative and participates in activities/trainings/seminars etc proposed by Tdh for his/her own continuous skill development.

6.       Networking / external coordination:

6.1.        Supported by case workers, develops and maintains relationships with local government officials, other I/NGO’s and community based organization’s (CBO) at the community level to ensure their cooperation and coordination for effective implementation of the programme in the areas and effective use of resources.

6.2.        Attends and takes proactive part in key meetings including Tdh internal meetings and bilateral meetings to ensure coordination and information sharing.

6.3.        Represents Tdh on local exercises in his/her geographic area of responsibility. Makes sure that a positive and professional image of Tdh is conveyed. In particular, ensures that Tdh’s mandate, thematic policies, ethics, values and views are followed in relation to third parties.

6.4.        Participates in identifying new partnerships and collaboration to broaden the impact of Tdh’s CP activities and promotes child protection mainstreaming. 

7.       Child Safeguarding Policy:

7.1.        Raises awareness within Tdh on violence against children.

7.2.        Provides guidance to employees and others, and defines expectations when it comes to preventing, raising, denouncing and responding to issues of child abuse.

7.3.        Reduces the risk of child abuse by developing a culture of open and informed leadership within the organization and in our work with children.

Job description:

The Case Management (CM) Supervisor manages and supervises the programmes being implemented in his/her capacity as Tdh representative. S/he is responsible for the implementation of the strategy and development and managerial coordination of case workers. S/he supports and validates the quality of work by the team with respect for Tdh mandate and commitments and international standards.

Main responsibilities

1.       Programme planning and implementation:

1.1.           Leads on developing detailed activity plans, in collaboration with the Deputy Child Protection and Education Project Manager (CP/E DPM) and according to programme priorities, budget concerns, staff capacity and needs.

1.2.           Ensures the programme is reaching its objectives timely and according to standards. Communicates constraints and issues affecting programme’s capacity to achieve results with the line manager in a timely manner and proactively proposes solutions.

1.3.           Supervises team members by assigning them tasks according to priority, and supports them in carrying out activities in order to effectively reach programme objectives.

1.4.           Ensures protection needs are identified, recorded, analyzed and responded to adequately, as well as actions are taken to mitigate Child Protection (CP) related risks.

1.5.           Carries out regular review of case status, and provides support and supervision of case management to ensure proper follow-up of cases, in line with CM procedures and CP standards.

1.6.           Contributes to the identification of cases of neglect, abuse, exploitation and coercion against children. Reports and refers cases – either identified individually or received from the community – to a case worker in a timely manner.

1.7.           Ensures adherence to internal and National SOPs, guidelines, referral and coordination mechanisms, CP Minimum Standards, Tdh code of conduct, and humanitarian and CP principles for assistance to children.

1.8.           Takes into account gender, protection, age and environmental cross-cutting issues in programme design, implementation, and reporting; ensures activities reflect the needs of specific groups and individuals; e.g. Unaccompanied and Separated Children (UASCs), Children Associated with Armed Groups and Armed Forces (CAAFAGs), children with disabilities.

2.       Information management and monitoring:

2.1.        Ensures and monitors correct documentation of cases through review of files and databases. Ensures confidentiality of information, and respect for data protection and information-sharing protocols.

2.2.        Contributes to the maintenance of an up-to-date mapping of service providers operating in the area, working closely with and informing case workers.  

2.3.        Conducts weekly CM meetings with the CM team to ensure dissemination of information from the field and other sectors in the area to the line manager.

2.4.        Supports individual cases where required and provides regular monitoring of all aspects of CM services.

2.5.        Facilitates and attends case conferences for complex cases. Ensures case conferences involve and include relevant stakeholders.

2.6.        Ensures and monitors correct documentation of cases through review of files and databases. Compiles data and makes note of observed trends.

2.7.        Reviews staff caseloads to ensure they are manageable and share challenges with the line manager.

2.8.        Regularly updates other Tdh departments and programs on CM activities to broaden impact and enhance collaboration amongst the teams, and to promote CP mainstreaming.

2.9.        Leads and gathers data during needs assessments, baseline and periodic studies, and assists in providing feedback findings to stakeholders.

3.       Supervision of children and their safety:

3.1.        Supervises and monitors the CM process and ensures that cases under assistance receive all needed care and support..

3.2.        Promotes CP mainstreaming and ensures all child safeguarding issues and protection needs are raised timely and safely through appropriate communication channels. Ensures that children and families are aware of child safeguarding issues and know how to raise concerns. Ensures confidentiality and dignity when dealing with cases.

3.3.        Ensures that all activities are safe and appropriate to the security context, to the capacities of all groups involved, culturally accepted and non-harmful. Communicates timely about possible concerns.

3.4.        Provides briefings on child safeguarding and appropriate behavior with children to all CM staff. Ensures any concerns are reported and addressed immediately.

4.       Reporting:

4.1.        Ensures adequate data collection and data storage of all activities and prepares timely weekly/monthly/quarterly activity reports. Supports the line manager in submitting internal and donor reports as per schedule.

4.2.        Reviews and updates the action plan and the budget with the line manager, in order to direct future activities and spending or change of expenses forecasted.

4.3.        Identifies any major discrepancy/delay that may arise in programme implementation, immediately reporting concerns to the line manager.

4.4.        Keeps proper records of expenditures, supports case workers in doing so, and reports on these to the line manager.

5.       Personal and Team management:

5.1.        Supervises and supports case workers through provision of technical guidance.

5.2.        Promotes a stimulating working environment, participation of staff, community and children in programme planning, implementation, monitoring and evaluation of CM activities.

5.3.        Identifies problems associated with the delivery of the programme and informs the line manager (CP/E PM), as well as HR, Logistics, and beneficiaries as required. Contributes proactively and participatively to suggest solutions.

5.4.        Maintains positive work relationship and effective communication flow of information within the team, and promotes team-building efforts in coordination with the line manager.

5.5.        Takes initiative and participates in activities/trainings/seminars etc proposed by Tdh for his/her own continuous skill development.

6.       Networking / external coordination:

6.1.        Supported by case workers, develops and maintains relationships with local government officials, other I/NGO’s and community based organization’s (CBO) at the community level to ensure their cooperation and coordination for effective implementation of the programme in the areas and effective use of resources.

6.2.        Attends and takes proactive part in key meetings including Tdh internal meetings and bilateral meetings to ensure coordination and information sharing.

6.3.        Represents Tdh on local exercises in his/her geographic area of responsibility. Makes sure that a positive and professional image of Tdh is conveyed. In particular, ensures that Tdh’s mandate, thematic policies, ethics, values and views are followed in relation to third parties.

6.4.        Participates in identifying new partnerships and collaboration to broaden the impact of Tdh’s CP activities and promotes child protection mainstreaming. 

7.       Child Safeguarding Policy:

7.1.        Raises awareness within Tdh on violence against children.

7.2.        Provides guidance to employees and others, and defines expectations when it comes to preventing, raising, denouncing and responding to issues of child abuse.

7.3.        Reduces the risk of child abuse by developing a culture of open and informed leadership within the organization and in our work with children.

Competencies: This function requires the mastery of Personal, Social and Leadership Competencies (PSLC), Technical and Methodological Competencies (TMC) and Management and Strategic Competencies (MSC)

• Strong interpersonal, communication and organisational skills;
• Ability to communicate effectively with children and adults, local authorities and other partners, and express oneself in a clear and concise way;
• Quality Team Management and Team Leader Skills;
• Proficient capacity building skills;
• Excellent team building skills and ability to work in a multicultural environment and under pressure;
• Active team player contributing in overall team performance;
• Good knowledge of MS Excel, MS Word and MS.

As well as the following specific « professional »  competencies:

• Previous experience with Tdh Switzerland is highly preferable
• Candidates from the same local governorate are highly preferable.

• University Degree in psychology, social sciences, or other relevant fields.
• Minimum of 2 years  of experience in Case Management working with state or local authorirites, NGO or INGO.
• Proven experience in Child Protection.
• Good command of Arabic and English is essential. Knowledge of another regional language (Kurdish, Turkman) is desirable.
• Able to work in unstable, uncertain or potentially dangerous environments, independently and in a team.
• Strong cross-cultural communication and resilience skills are very important.
• Able to establish and maintain effective working relations with people of different cultural backgrounds.
• The ability to travel to/from Kirkuk, Tooz, and Hawija depending on locations of intervention;