INTERSOS Ukraine is a subdivision of the international humanitarian organisation INTERSOS.
We provide support to victims of emergencies, armed conflicts and natural disasters with particular attention to the most vulnerable categories: children, women, elderly people, displaces persons, who were forced to flee their homes and moved to safer places and also to those who cannot leave the dangerous regions and are under constant threat.
INTERSOS emergency teams are in Vinnytsia, Poltava, Odesa, Dnipro, Kharkiv and now expand their activities in Mykolayiv and Kherson.
INTERSOS Ukraine provides economic, humanitarian and medical aid, psychological support, organises educational activities, gives medicines and equipment to the hospitals, provides shelter and ensures basic human needs. During one year of our work in Ukraine we provided support to more than 100 000 people. 75 000 of them received aid in the sphere of protection, prevention and emergency care. 3 000 medical consultations were carried out in remote regions, which are not covered by the official heath care system. 49 medical institutions received medicines, medical devices and equipment.
Location:Kharkiv
Main Purpose
Case Worker Team Leader 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.
Case Worker Team Leader supports and coaches Case Workers throughout the case management process and directly handles complex vulnerable cases as needed.
Shift: full-time
Reporting to:
Hierarchical: Project Manager
Functional: Technical Manager — Protection
Main responsibilities and tasks:
- 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 case workers 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 ongoing issues and strategy for the team
- Flag issues concerning security and changes of environment in the field to the Project 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 Project 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 Programme Protection Referent 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 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
- 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

Requirements:
Education
- University degree in a related field e.g. Social Work, Psychology or equivalent is an asset

Professional experience
- 3 years of relevant work experience including 1 year in a supervisory role

Professional Requirements
- Essential computer literacy (word, excel and internet)

Personal Requirements
- Leadership, people management and development, teamwork and cooperation
- Respect and non-discriminatory attitude, empathy
- Interpersonal and communication skills
- Reporting skills
- Capacity to work under pressure

Languages
- Mission working Language essential

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