Case Management Officer

International Rescue Committee

Requisition ID: req37924

Job Title: Case Management Officer

Sector: Protection and rule of law

Employment Category: Regular

Employment Type: Full-Time

Open to Expatriates: No

Location: Al-Hasakah, Syria

End Date: Wednesday September 13,2023

Job Description

Background/IRC Summary:

The Syria crisis is often described as the worst humanitarian catastrophe since the end of the Cold War. Today, 13.4 million people in Syria – more than half of the country’s population – are in need of humanitarian assistance with needs increasingly being exacerbated by economic decline. Of these, 6.8 million are refugees and asylum-seekers who have fled the country. This is no short-term humanitarian episode. The devastating human consequences to huge numbers of people will endure for decades. The destruction of relationships, communities, livelihoods, homes and infrastructure will take years to repair.

IRC is offering a robust humanitarian response to the Syria crisis a rapidly expanding portfolio, supported by more than 1000+ staff in Syria Country Program. IRC is undertaking programs in Syria and the neighboring countries of Turkey, Iraq, Lebanon and Jordan in the fields of health, child protection, early childhood development, education, womens protection and empowerment, non-food items and food distribution, cash assistance, water and sanitation, protection and rule of law, and livelihood programming. Our work in these challenging settings gives rise to some of the most pressing issues facing contemporary humanitarian action, including questions of access, security, funding and coordination.

Job Overview/Summary:

The IRC is now expanding its programs to support vulnerable individuals and communities in Al-Hasakeh, Deir Al Zor and Raqqa Governorate, Syria. The Protection Case Management Officer will be responsible for supervising and providing direct support to a team of Case Workers in Hasakeh and Deir ez Zor Governorates. In urgent cases of persons with specific needs (PwSN), they may be asked to support directly, however the focus of this role is on supervision and strengthening case management practices. This position is based in Al Hassaka, and covers Deir Ezzor, as well as establishing and monitoring case management in key emergency areas.


Individual Case Management

  • Identify and receive referrals of individuals and families with specific needs who are detected during assessments, psychosocial, outreach and other activities.
  • Support the case workers to Conduct household visits and center-based interviews to assess the needs of individuals and families following up the approvals and organize the Movement plan in coordination with protection Manager.
  • Ensure the case workers Provide information to individuals and families about their rights and entitlements, including what services are available.
  • Ensure the case workers working with identified individuals and families to develop and implement action plans in accordance with their needs, capacities and goals.
  • Directly provide psychosocial counseling and support the coordination of provision of services by other specialized service providers in accordance with the needs of individuals and families.
  • Lead the expansion and development of PSS for men and boys and PSS for care giver services within the case management team in close coordination with the MHPSS Capacity Building Officer and Protection Manager.
  • Ensure appropriate monitoring, review and follow up of the services provided to cases.
  • Ensure the case workers complete and updated documentation related to each individual case.
  • Ensure the case workers are accountable to individuals, families and communities for the services they provide.

Staff supervision

  • Support Case Workers through the provision of technical guidance, and appropriate distribution of tasks within the team. Ensure that staff implement and respect best practices, and IRC protocols for case management.
  • Support Case workers to review challenging or complex cases with the protection Manger ensuring the adequate technical supervision and guidance is provided.
  • Organize and facilitate case file review sessions to ensure appropriate case management procedures are followed and quality case management practices are implemented.
  • Hold regular caseworker mentoring and coaching sessions, based on identified needs and gaps.
  • Organize case management meetings with service providers when needed.
  • Maintain a positive working relationship within the team and promote team-building efforts.

Data management and reporting

  • Manage, file and store data, ensuring the confidentiality of the information collected and the services provided.
  • Prepare and submit weekly and monthly work plans in a timely manner.
  • Support the implementation of monitoring and evaluation tools and report on problems in the implementation of the program.
  • Lead regular planning and de/briefing meetings to ensure adherence to standards of care, quality case management and reporting requirements to the protection Manger.

Coordination and representation

  • Develop and maintain effective working relationship with stakeholders including partner agencies, community leaders and service providers for prompt referral, follow up and information sharing.
  • Contribute to the maintenance of an up-to-date service mapping of the service providers operating in the area and take proactive steps to remain informed about the available services.
  • Receive cases referred from the beneficiary feedback sector and other agencies and allocate those cases among the case workers according to the priority, the date of Receiving and Locations.
  • Ensure provision of feedback regarding actions taken to other agencies, when necessary and appropriate in light of confidentiality requirements.
  • Lobby on behalf of individuals and families to access services and support individuals and families to effectively represent their views, needs and capacities in all meetings affecting them.

Staff Performance Management, Learning & Development

  • Hire, supervise, and build the capacity of team members in relevant technical and management competencies.
  • Develop and implement remote management capacity building approaches to build the strengths the teams in Syria.
  • Coach, train, supervise and mentor direct-report staff, including communicating clear expectations, setting annual performance objectives, providing regular and timely positive and constructive performance feedback, and providing documented semi-annual performance reviews.
  • Maintain open and professional relations with team members, promoting a strong team spirit and providing oversight and guidance to enable staff to successfully perform in their positions.
  • Approve and manage time, attendance and leave requests to ensure adequate departmental coverage; ensure monthly, accurate timesheet submission and carry out probationary reviews.
  • Hold high-quality meetings with each direct report on a regular and predictable basis, minimally on a monthly basis.
  • Provide a measurable development plan including on-the-job learning with the aim of strengthening technical capacity, exchanging knowledge within the team and providing guidance on career paths.
  • As required, identify staff performance issues and work with Human Resources to document and address these in accordance with the National Staff Employment Policies.
  • Maintain open and professional relations with team members, promoting a strong team spirit and providing oversight and guidance to enable staff to successfully perform in their positions.
  • Promote and monitor staff care and well-being. Model healthy work-life balance practices. Support appropriate interventions in response to identified staff care needs of both national and international staff.
  • Look for opportunities to support staff in their career growth, where appropriate. As part of succession plan and nationalization goals, identify, train and develop capability and capacity of national staff to successfully transition role and responsibilities, by the end of assignment.


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  • Degree in Social Work, Social Science, Counseling, Psychology, or another related field.
  • Approximately 2-4 years of experience in counseling, case management, community mobilization or other direct support to persons with specific needs
  • Experience in training and/or building capacity of team members through coaching and mentoring.
  • Ability to discuss sensitive issues with respect, empathy, and professionalism.
  • Ability to maintain confidentiality, respect, and non-discrimination, and to always prioritize the safety of beneficiaries excellent organizational skills, and great attention to detail.
  • Excellent communication skills and confident interpersonal interaction
  • Basic computer skills and familiarity with Word/Excel
  • Fluency in Arabic. Proficiency in English preferred.

Demonstrated Skills and Competencies:

  • A commitment to IRCs mission, vision, values, and IRC Way Professional Code of Conduct.
  • Credible written, presentation and verbal communication skills; ability to convey information effectively and solid experience providing training and staff development
  • Validated sense of professional discretion, integrity, and ability to handle complex situations diplomatically and to effective resolution.
  • Excellent management and interpersonal skills and a solid ability to promote harmonious/cohesive teamwork, in a cross-cultural context.
  • Validated ability to plan long-term, organize priorities and work under administrative and programmatic pressures with detail orientation and professional patience.
  • Highly collaborative and resourceful; ability to establish positive working relationships with senior level management and all other partners to maximize cooperation and productivity.
  • Curiosity, a desire to continually learn and develop and a sense of humor is a must.
  • Analytical ability in creating effective solutions to complex matters while adhering to labor laws and internal policies.


  • Arabic is required, while English is desired.
  • Travel: 15% to field sites in HSK, DEZ, and RAQ as well as attending regional and global workshops and meetings.

Key Working Relationships:

Position Reports to:Protection Manager

Position directly supervises: Case workers.

Indirect Reporting (If applicable): N/A

Key Internal Contacts: Integrated Protection, Health, ERD, MHPSS

Key External Contacts:Humanitarian agencies

Professional Standards: IRC staff must adhere to the values and principles outlined in IRC Way Global Standards for Professional Conduct. These are Integrity, Service, Accountability and Equality. In accordance with these values, IRC operates and carries out policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti-Workplace Harassment, Respect at Work Fiscal Integrity, and Anti-Retaliation.

Returning National Candidates: We strongly encourage national or returning national candidates to apply for this position. If you are a citizen of the Country in which this position is based and are currently located outside of your home country and possess over two years of international work experience, the Middle East Region has introduced an attractive remuneration package. The package includes competitive compensation, return flight to post, shipping allowance, temporary housing and a relocation allowance. Certain restrictions may apply. IRC strives to attract, motivate and retain qualified national staff in our programs.

Accountability to Clients: IRC staff must adhere to the commitment of contributing to the sustainability and development of its (CR) Client Responsiveness Mechanisms, preserving the culture of prioritizing the needs of our clients and affected communities by systematically listening to their perspectives and using their feedback to make programmatic decisions and give them greater influence over program design and delivery.

Gender Equality: IRC is committed to narrowing the gender gap in leadership positions. We offer benefits that provide an enabling environment for women to participate in our workforce including parental leave, gender-sensitive security protocols and other supportive benefits and allowances.

Diversity and Inclusion: at IRC MENA, we are passionate about creating an inclusive workplace that promotes and values diversity. Organizations that are diverse in age, gender identity, race, sexual orientation, physical or mental ability, ethnicity, nationality, and perspective are validated to be better organizations. More importantly, creating a safe workspace environment where everyone, from any background, can do their best is the right thing to do. So, bring your whole self to work.

IRC is committed to creating a diverse, inclusive, respectful and safe work environment where all persons are treated fairly, with dignity and respect. In keeping with our core values of Integrity, Service, Accountability and Equality, IRC strives to maintain a work environment built on mutual respect in which all individuals treat each other professionally, and free of bias, prejudice, and harassment. IRC expressly prohibits and will not tolerate discrimination, harassment, retaliation, or bullying of IRC Persons in any work setting. All IRC staff, wherever they are located, are accountable for creating an environment free of discrimination, harassment, bullying, and retaliation.

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