Case Worker Team Leader

Syria

Administrative - Humanitarian/Disasters

Not Specified

- 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
- Under the supervision of the Technical Manager - Protection, conduct weekly case conferences to discuss difficult cases and raise critical cases to the 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 Technical Manager - Protection to discuss about ongoing issues and strategy for the team
- Flag issues concerning security and changes of environment in the field to the National Programme Manager 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 the National Programme Manager/Technical Protection 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 National Programme Manager and Technical Protection Manager for the actions needed
- Identify and analyse protection trends in the overall caseload for the protection programming and submit monthly reports to the Protection team
- Participate in external meetings and training 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

- Only shortlisted candidates will be contacted.

A humanitarian organization that works all over the world bringing assistance to people in danger victims of natural disasters and armed conflicts.

With its own humanitarian operators, intervenes to effectively meet the needs of people in crisis, with a particular attention to the vulnerable groups, as women and children. It provides first aid, food, shelter, medical assistance and basic goods. It ensures that basic needs, as education, clean water and health, are met.

Mar 12, 2026

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