Case Management Supervisor (CMS)-Brak Al Shati, Tripoli - INTERSOS

INTERSOS is an independent humanitarian organization that assists the victims of natural disasters, armed conflicts and exclusion. Its activities are based on the principles of solidarity, justice, human dignity, equality of rights and opportunities, respect for diversity and coexistence, paying special attention to the most vulnerable people.

Terms of reference

Job Title: Case Management Supervisor (CMS)

Duty station:Tropoli, Ajdabiyah and Brak Al Shati.

Type of Contract: Full Time.

Reporting to: technically to Protection Officer (ICM) and functionally to Activity Coordinator.

Supervises: social workers (technically) and lawyer, psychologist, etc. (follow-up on referrals)

General context of the project

INTERSOS is an Italian humanitarian organization that aims to provide immediate response, protection and durable solutions to populations affected by humanitarian crises, assisting the most vulnerable groups.

In Libya INTERSOS is active since 2018, operating in 3 bases, across West, East and South. INTERSOS in Libya aims to alleviate suffering of the most vulnerable population groups in Libya, in particular with a focus on access to essential services and strengthen capacity of local authorities, local organizations and communities to prevent and mitigate the effects of the protracted crisis in Libya, developing a protection conducive environment and enhancing community resilience, with programs focused on Education, Protection, Health, WASH/public works and Livelihoods/Food Security.​

Purpose / Objectives:

The Case Management Supervisor (CMS) is the supervisor of social workers (SWs) working/volunteering with partner CSOs.

The CMS will work closely with SW/Volunteers to ensure that all protection activities under the project are designed and implemented at high efficiency.

Activities include supporting identified protection cases (child protection (CP), women protection (WP) and persons with specific needs (PWSN)) through the provision of individual case management and referral. The CMS must facilitate appropriate flow of communication between SWs/volunteers to ensure consistency and effectiveness of the assistance provided.

The CMS role shall ensure quality implementation of the standard operating procedures (SOPs) defined by INTERSOS project in terms of referral pathway and case management.

The CMS should act according to the guiding principles of case management including using a survivor-centred approach, confidentiality, safety, do not harm and non-discrimination.

The CMS is responsible for ensuring that protection principles are understood, maintained and enforced.

Responsibilities/duties:

Individual Case Management Supervision:

• Approves and follow up on monthly workplans for all social workers ensuring it has clear tasks, targets and deadlines.
• Oversee Individual Case Management (incl. case identification, case plan, follow up on referrals and case review and closure) and support services provided to the CP, WP & PwSN cases following SOPS for CP, WP & PwSN case management.
• Responsible for ensuring that all social workers staff implement and follow SOPs & tools for case management.
• Point of reference for the finalization and review of all case plans drafted by the social workers.
• Ensure that all emergency cases are addressed immediately and shared with the Protection Officer for possible intervention.
• Support individual cases when required, in support of social workers.
• Review the follow up of cases and ensure all cases are managed within acceptable timelines as per SOPs.
• Conduct Case Meetings with social workers (ICM) to provide technical guidance for all the cases.
• Review staff caseloads to ensure they are manageable and share challenges with the Protection Officer for solutions.
• Based on case audit and quality of case management services provide on job coaching to social workers for improvement – briefings, discussions and ideas on cases, linking with services, joint home visits to support etc.).
• Facilitate and attend case conferences for complex cases; make sure that case conferences are called involving relevant stakeholders.
• Conduct case review, case closure with social workers.
• Responsible for conducting Client Satisfaction & Feedback Survey (20% of the closed cases each month) as per INTERSOS SOPs.
• Ensure (review, verify and sign) all data is complete and is of quality before social workers handovers to Data Entry.
• Support and manage social workers in their daily activities; ensure distribution of tasks within the teams, ensuring proper and timely information flow, supervision and provide timely advice in complex cases.
• Responsible for adherence to data protection protocol.

Coordination & Representation

• Support CSOs to develop and maintain effective working relationship with stakeholders including partner agencies, community leaders and service providers in the target areas for prompt referral, follow up and information sharing.
• Support CSOs to do the monthly update of service mapping of the service providers operating in the area and take proactive steps to remain informed about the available services.
• Attend meetings/workshops/trainings as requested by the PM/AC/Protection Officer/Protection Coordinator.

Monitoring and Reporting

• Monitor and supervise the process of identification of protection cases by the social workers (child protection, women protection and persons with specific needs) and all aspects of ICM services.
• Ensure that all cases are filed, and information is reported in accurate detail about the case, background, case plan, follow up and actions taken, and all cases files are systematically completed and archived.
• Ensure all data is systematically completed and archived, plus accurate reporting of activities.
• Review, finalize and share weekly and monthly update on cases with Protection Officer (new, old & closed) type and nature of cases) and status of case (as per CM steps), Activity Coordinator and Reporting Officer.
• Communicate regularly with teams for updates on achievements and challenges.
• Support Protection Coordinator and Protection Officer for Protection Trend Analysis report by providing insights following data analysis on monthly and periodic basis.
• Provide written feedback about specific protection incidents and issues.
• Take regular samples of intake and assessment forms to check the quality of the case management records (Case Management auditing and shared findings with relevant social workers, aiming for on-job coaching, and share with Protection Coordinator for learning/training purposes).

Learning and Development

• Coordinate with Protection Officer and proactively share any areas for trainings to improve ICM services for CP, WP & PwSN.
• Ensure all SW (ICM) have access to all SOPs – hold briefings to refresh and revise SOPs on monthly basis.
• When assigned he/she will participate in meetings and trainings including case management meetings and case conferences.
• Represent INTERSOS in meetings and other formal discussions, as required.

Any other task requested in order to achieve the project’s objectives.

Always ensure confidentiality and conduct all activities respectfully and sensitively to beneficiaries and staff.

Overall, these tasks require:

• Adherence to Humanitarian principles of Neutrality, Impartiality, Independence, and Humanity
• Clear & timely communications to line management
• Full abiding by INTERSOS internal rules and guidelines and respect INTERSOS Charter of Value and Code of Ethics

Qualification/requirements.

Minimum requirements

• Hold an BA in social sciences or related fields.
• Min 3 year of professional experience working as a social worker in Libya, in particular the provision of individual case management, in particular for child protection and women protection cases.
• Strong knowledge of international protection standards.
• Excellent understanding of case management principles, standards and procedures
• Demonstrable experience in establishing and maintaining collaborative relationships with different sectorial counterparts/referral pathways.

Other requirements:

• Flexibility in working hours with a solution-oriented approach.
• Knowledge of the area of responsibility.
• Native Arabic – EXCELLENT written and spoken English.
• Strong IT skills (proven computer literacy).
• Readiness to commit and adhere to the values, mission and vision of INTERSOS.
• Strong team spirit, comfortable in a multi-cultural environment.
• Excellent analytical skills, observation and analysis capacity.
• Attention to detail and structured way of approaching tasks.
• Ability to plan ahead and output oriented.
• Practical and problem-solver.
• Able to ensure quick quality delivery in stressful environment and with heavy work pressure.
• Ability to adhere to deadlines and respect line management.
• Very strong interpersonal skills: strong communication and diplomatic skills.