Case Management Officer

Terms of Reference

Division: Programs.

Location: Marib Governorate.

Reports to: Protection Specialist and Project Manager.

Organization & Background:

A humanitarian, independent, non-profit, non-governmental organization that works across Yemen. The organization provides direct assistance for conflict-affected populations, IDPs, host communities and vulnerable groups in the conflict areas. The organization, in partnership with international agencies, takes action during crisis situations and goes the extra mile to engage in other contexts where its competencies will add value. The organization promotes durable solutions for conflict-affected populations and helps to restore services, education, economy, well-being and health.

Job Purpose:

The role of a Case Management Officer in Protection is to provide comprehensive support, coordination, and advocacy to individuals in need of protection. They assess their needs, develop personalized plans, coordinate services, and empower individuals to safeguard their well-being, promote their rights, and rebuild their lives with dignity and resilience. Through collaboration with stakeholders, referrals to essential services, and ongoing monitoring, the Case Management Officer ensures the safety, well-being, and empowerment of vulnerable individuals, while also advocating for improved protection measures and policies. She/He will coordinate, manage & supervise the direct implementation of all activities and ensure that the program and related activities integrate gender considerations and mainstream vulnerable groups. S/He will supervise a team of project staff to effectively design, plan, implement, monitor & document the protection activities. S/He is also tasked with providing technical assistance and guidance in the mainstreaming of protection-related issues across sectors.

Key Responsibilities:

• Participate with the technical units to evolve, monitor, and update a multi-sectorial mapping of the external providers to address the essential needs of the referred beneficiaries.

Provide individual case management and ensure accurate documentation of case files based on CM steps of foster care arrangements for those in need in coordination with the refugee communities. , related tools, and procedures, while providing ongoing support to them.

Ensure that each social worker is effectively carrying out CM and provide guidelines according to Standard Operating Procedures through regular individual and team meetings and case reviews with caseworkers.

Ensure cases are receiving appropriate support; and when needed, support individual cases, and provide regular monitoring of all aspects of services.

Conduct post-service beneficiary interviews to evaluate the quality and impact of case management by social workers.

Ensure that all urgent cases are addressed immediately and shared with the direct line manager for possible intervention.

Supervise the correct documentation and compilation of CM forms in accordance with all CM steps and related tools and procedures.

Communicate regularly with the social worker for updates on achievements and challenges.

Ensure that all cases are filed, and that information is reported in detail about the case, background, case plan, follow up and actions taken.

Developing and maintaining referral mechanisms and efficient case management.

Support in identifying cases in need of external referral (basic needs, medical needs, etc.) on a daily basis and provide the list of these cases to the case workers' assistants in order to prioritize the referral and the necessary interventions and respond to the external referred cases from other humanitarian service providers and ensure that the cases are well taken into account and followed up by the relevant units.

Initiate and follow up data analysis of the referral system, and conduct relevant clarification according to the defined methodology and schedule planned by the project management in order to contribute to reporting on the achievement of objectives and impact.

Provide a weekly report of the referral cases managed during the week and spot any trends observed during the week.

Collaborate with Gender and protection Specialist to ensure proper design, formulation, coding, and utility of beneficiary database.

Ensure comprehensive execution of required data analyses for monthly, trend analysis periodic, and annual reporting cycles of the project and trend analysis.

Ensure clear and accessible archiving of the beneficiary files related to the referral mechanism.

Ensure that the data registered in the files are safe and kept confidential.

Other duties as assigned by the supervisor to enable and develop the overall success of the project.

Organizational Competencies:

• Demonstrates integrity by modelling the organizations values and ethical standards.
• Promotes the vision, mission, and strategic goals of the organization.
• Displays cultural, gender, religion, race, nationality and age sensitivity and adaptability.
• Treats all people fairly without favoritism.
• Fulfils all obligations to gender sensitivity and zero tolerance for sexual harassment.

Professionalism:

• Knowledge of the use of information management.
• Demonstrated problem solving skills and ability to use sound judgment to ensure the effective and timely completion of complex tasks.
• Ability to work under stress to meet deadlines.
• Positive attitude with a mind-set to deliver development services in a professional manner.

Teamwork:

• Acting as a team player and facilitating teamwork.
• Self-development and initiative taker.
• Managing conflict.
• Knowledge Management and Learning
• Promotes a knowledge sharing and learning culture in the office.
• Actively works towards continuing personal learning.

Safeguarding:

• Read, understand, and adhere to the organizations Safeguarding Policy, sign the organizations Code of Conduct, and strive to promote a zero-tolerance approach to discrimination, harassment, and abuse in all working environments.
• Report any concerns about the well-being of a child or vulnerable person and report any concerns about the behavior of the organizations representative in relation to safeguarding.

Qualifications, Experiences, and Skills:

• Bachelor's degree or related field with at least 2 years of practical experience in case management preferably with NGOs.
• 2-3 years experience in Case Management field.
• Knowledge of center-based approach and community-based approach.
• Good spoken and written English.
• Proficiency in MS Office software is essential (Outlook, Word, Excel, PowerPoint).
• Strong interpersonal skills and demonstrated ability to establish effective working relations with local staff, beneficiaries, duty-bearers and other stakeholders.
• High diplomacy, cultural sensitivity and security awareness.
• Strong experience working in protection in humanitarian/recovery, complex and volatile contexts.
• Knowledge of access to services and referral mechanisms.
• Demonstrated familiarity with case management principles, standards and procedures.
• Demonstrable experience in establishing and maintaining collaborative relationships with different sectoral Service Providers and referral pathways.
• Strong experience with monitoring tools and systems relevant to case management.
• Experience in mainstreaming protection concepts within a humanitarian operation.
• Strong communication skills.
• Attention to activity tracking detail, ability to follow procedures, meet deadlines and work.
• Positive attitude and ability to work well in a multidisciplinary environment are essential.
• Excellent data analytical skills and interpretation.
• Displays culture, gender, religion, race, nationality and age sensitivity and adaptability.
• Treats all people fairly without favouritism.
• Fulfils all obligations to gender sensitivity and zero tolerance for sexual harassment.