02 CASE WORKERS TEAM LEADER

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Description de l'offre

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PARTAGER AVEC VOS PROCHES SUR :

Reports to: Project Manager Duty station: North-west and South-west Type of contract: Fixed Term Availability: 15 March 2026 Main objective and tasks 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.

Tasks:

• 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

• Meet regularly with Protection Officer 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

• 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 Officer ensuring proper handover between the caseworkers if needed

• 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

• 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 Officer for the actions needed

• Identify and analyse protection trends in the overall caseload for the protection programming

• 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

• 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

Educational and professional experience required

• University degree in a related field e.g. Social Work, Psychology or equivalent is an asset

• Training in humanitarian protection thematics such as community-based protection, survival centered-case management, PSEA, GBV and Child protection will be an asset Technical and behavioral competencies required

Work Experience:

• Minimum of 2 years of experience in a humanitarian context, in an association, NGO or INGO, with at least 1 year of field work experience in the NW or SW regions during the context of crisis

• Proven work experience in social work in a similar context

• Experience working and / or collaborating on a UNCHR project would be an asset

• Leadership, people management and development, teamwork and cooperation

• Respect and non-discriminatory attitude, empathy Team management experience of at least 1 year at similar level would be an asset.

IT: Advanced Knowledge of

• Microsoft Office Suite (Word, Excel, outlook),

• Mainstream web browsers (Google Chrome, Microsoft Edge, Mozilla Firefox)

• Web-based mainstream chat and conferencing tools/platforms (Skype, Teams, Zoom and WebEx)

• Web 2.0 tools (cloud storage, webmail and others)

Languages

• Fluency in both written and oral formal English

• Strong redactional and reporting skills

• Fluency in Pidgin English

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