CASE MANAGEMENT SUPERVISOR / SENIOR SPECIALIST IN CASE MANAGEMENT in Premiere Urgence Internationale

Premier Urzhans International (PUI) is a non-profit, non-political and non-religious humanitarian non-governmental organization. PUI started humanitarian activities in Ukraine in February 2015 with the aim of restoring and ensuring access to primary health care services for the local population and internally displaced persons affected by the armed conflict and improving living conditions by providing for their basic needs. 

GENERAL TASK

The position of Senior case management specialist involves achieving the following goals:

• Monitor , control and technical support of case management activities, including safe identification and referral of individuals, development of an action plan, case closure and referral.
• Providing guidance and support to caseworkers in solving complex cases;
• Accept all referrals from referral specialists, prioritize cases and hand them over to caseworkers;
• In collaboration with the Protection Technical Consultant, ensure the implementation of activities in accordance with the agreed action plan and the achievement of established goals by providing ongoing feedback;
• Provide support to field workers (social workers, program-administrative specialists, referral specialists) and other teams in overcoming difficulties in order to create successful practices and acquire new knowledge and skills .

TASKS AND DUTIES

1. Technical support and support of case management processes, quality control

• Provide technical guidance and support to case workers in accordance with the standardized operating procedures of the PUI and international standards;
• Provide support to employees in the performance of their work tasks by visiting the locations of activities and providing feedback;
• Provide advice on cases in the protection sector and participate in case management processes by constantly discussing the main steps with case workers;
• Monitor staff workload, adhere to sector guidelines and keep Technical Adviser on Protection informed of challenges and achievements;
• Ensure proper documentation of cases by reviewing files and databases. Ensure compliance with information confidentiality, data protection and information dissemination protocols;
• Conduct individual and group supervision sessions with caseworkers to ensure appropriate case support, sharing experiences and successful practices and overcoming difficulties;
• li>Conduct and attend conferences to resolve complex cases and ensure their attendance by all involved parties;
• Ensure the use of successful practices, establish communication, and provide CSP/PPD services in case management;
• Analyze identify trends in case management at the government level and report them to program teams.

2. Capacity Building

• Provide support to the Advocacy Technical Adviser in creating a caseworker capacity building plan;
• Support caseworkers through case management meetings , visits to households and providing immediate support.

3. Reporting

• Educate the Defense Technical Advisor weekly on new achievements, challenges, next steps and recommendations;
• Scheduledly provide quality monthly, quarterly and annual reports to the Technical Advisor from protection;
• Provide a monthly report with data.

4. HR activities and team management

• Supervise the work of case workers, including day-to-day management, development of professional skills and evaluation of professional performance;
• Together with the HR Department, join processes of recruiting and hiring case workers (selection of candidates, checking test tasks, conducting interviews, etc.);
• Inform new case workers about their roles and responsibilities;
• Ensure compliance with subject to all policies, rules and regulations of PUI; 
• Together with Human Resources and the Protection Specialist, ensure compliance and implementation of HR procedures in accordance with PUI policies and guidelines (e.g. day-to-day management, disciplinary actions, professional performance evaluation, leave management, training and professional development, etc.) ;
• Together with the Protection Technical Consultant, monitor the effectiveness of the work of case workers and provide objective feedback (including evaluation of professional effectiveness) in order to promote professional development; 
building and ensure employee discipline. 

5. Collaboration and representation

• Together with the Redirection Specialist and project teams, join in the creation of a map of organizations and institutions operating in the protection sector;
• Regularly collaborate with others organizations of the defense sector operating in the territory of project implementation, in order to avoid repetitive aid measures;
• Participate in coordination meetings at the request of the Defense Technical Consultant;

6. Accountability

• Together with the Human Resources Department, ensure that all employees understand and comply with the Protection Against Sexual Exploitation, Sexual Violence and Harassment Policy and the PUI Child Protection Policy;
• Together with Monitoring, Evaluation, Training and Accountability (MEAL) to provide a quality and accessible hotline complaint and feedback mechanism.

QUALIFICATION REQUIREMENTS

>At leaste 2 years of experience working in the protection sector in a humanitarian organization and at least 1 year of experience in implementing or supervising case management processes

Knowledge of languages: Fluent in Ukrainian and English

Knowledge and skills:

• Knowledge of the protection and social services sector; 
• Excellent communication and listening skills; 
• Effective coping with stress; 
• Ability to work under stressful conditions and complete tasks in a short time; 
• Problem solving skills; 
• Knowledge of the humanitarian context in Ukraine; 
• Excellent ability to work in a team; 
• Valid driver's license is an advantage; 
• Ability to resolve conflicts; 
• Ability to take initiative when overcoming difficulties; 
• Ability to work in an intersectoral and intercultural environment;
• Organized, hardworking, ability to learn quickly; 
• Ability to analyze information and logical thinking; 
• Respect, neutrality and impartiality

PC proficiency: Knowledge of Microsoft Office package

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TERMS OF WORK :

Start date: October 2024

Location: Kharkiv

Working days:from Monday to Friday 'jatnitsy

Interested candidates should submit their CV in English.
PUI reserves the right to interview candidates on a rolling basis, so a candidate may be selected before the closing date. Only selected candidates will be invited for an interview.

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Premiere Urgence Internationale (PUI) is a non-profit, non-political and non-religious humanitarian NGO. PUI started humanitarian intervention in Ukraine in February 2015. The mission's objectives are to improve or restore equitable access to primary health care for the local and displaced population affected by the military conflict and to improve their living conditions by covering their fundamental needs.

GENERAL OBJECTIVE

The Case Management Supervisor position's major objectives are to properly achieve the following global tasks:

• Monitor, supervise and provide technical inputs for the case management activities, including safe identification and referral, development of a case action/care plan, case closure and case transfer.
• Provide guidance and support to Case Workers (CWs) when dealing with complex cases;
• Receive all referrals from Referral officers, to prioritize them and share with CWs;
• Coordinate with the Protection Technical Advisor and provide regular feedback to ensure that activities are implemented according to the agreed action plans and that targets are met;
• Support field staff (Social Workers, Field Officers, Referral Officers) and other teams on specific protection issues to develop good practices and acquire skills and knowledge.

QUALIFICATIONS

Education Degree: University degree in social work, community development or another relevant degree

Work experience: Minimum 2 years’ experience in protection with a humanitarian organization, including at least 1 year of experience in implementing and/or supervising case management

Language skills: Fluent in Ukrainian and English 

Knowledge & skills:  

• Good knowledge in protection and social related topics; 
• Excellent communication and listening skills with persons of concerns (displaced and host populations); 
• Effective stress management; 
• Ability to work under pressure and with short deadlines; 
• Good problem solving skills; 
• Good knowledge of the humanitarian context in Ukraine; 
• Excellent ability to work in a team; 
• Valid driving license is an asset; 
• Conflict resolution skills; 
• Ability to take initiative to deal with challenges; 
• Capacity to work in an multidisciplinary and multicultural team; 
• Well organized, hard worker and fast learner; 
• Able to check information, logical mind; 
• Respectful, neutral and impartial attitude.

Computer skills: Good knowledge of Microsoft Office 

TASKS AND DUTIES 

1. Case management technical guidance, support and quality monitoring

• Provide Case Workers with technical guidance and support, based on PUI SOPs and international standards;
• Conduct on-the-job coaching by undertaking field visits and providing feedback;
• Advise on protection cases and participate to the case management process by systematically discussing key steps with Case Workers;
• Review staff caseloads to ensure they are manageable and respect sector’s guidelines and share challenges and feedback with Protection technical advisor;
• Ensure and monitor the correct documentation of cases through review of files and databases. Ensure confidentiality of information, and that data protection and information-sharing protocols are respected;
• Conduct regular individual and group supervisions with Case Workers to ensure that cases receive all the necessary support, that lessons learned and best practices are shared and challenges are mitigated;
• Facilitate and attend case conferences for complex cases and ensure case conferences are called involving relevant stakeholders;
• Ensure best practices, good communication and PFA/PSS provision when supporting cases;
• Analyze and report on the identified trends in the case management at governorate level to inform programming.

2. Capacity building

• Assist the Protection Technical advisor in developing capacity building plan for the case workers;
• Provide on the job coaching to case workers through CM meetings, shadow household visits and ad hoc support.

3. Reporting

• Share weekly updates with Protection Technical Advisor on targets achieved, implementation challenges, next steps and recommendations;
• Submit quality reports to Protection Technical Advisor as scheduled including but not limited to monthly, quarterly and annual reports;
• Submit monthly data report.

4. HR and team management

• Supervise and manage Case Workers, including daily management, capacity development, performance appraisal;
• In collaboration with the HR department, participate to recruitment process(es) of Case Workers (shortlisting resumes, correcting tests, conducting interviews, etc.).
• Brief newly recruited Case Workers on their roles and responsibilities;
• Ensure the adherence of his/her subordinates to all PUI’s policies, rules and regulations; 
• Ensure the respect and implementation of HR procedures in accordance with PUI’s Policies and Guidelines (i.e. daily management, disciplinary procedures, performance appraisals, leaves management, trainings and capacity building, etc.) in collaboration with the Human Resources department and Protection Specialist;
• In collaboration with the PTA, monitor and provide objective feedback related to the performance of the Case Workers (including staff performance appraisals) to promote professional development; 
• Coordinate with the CWs to collect logistics needs for training and activities and timely share them with the PTA along with any other information needed;
• Solve team conflicts and ensure team building and discipline. 

5. Coordination and representation

• Contribute to the mapping of operational protection actors in the areas of intervention in coordination with the Referral Officer and project teams;
• Regularly coordinate with other CM actors working in the area of intervention to avoid duplication of assistance;
• Participate in coordination meeting as requested by the Protection Technical Advisor;

6. Accountability

• In coordination with the HR department, contribute to making sure that PUI’s Protection against Sexual Exploitation, Abuse and Harassment (PSEAH) policy and Child Protection policy are understood and respected by all involved staff and for all activities;
• In coordination with the MEAL department, contribute to the quality and accessibility of the FCRM through the helpline.

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CONDITIONS:

Starting time: OCTOBER 2024

City: Kharkiv

Working week: Monday thru Friday

HOW TO APPLY:

Interested candidates please submit your CV in English.

Only shortlisted candidates will be contacted. 

PUI reserves the right to close the vacancy prior last day of application submission.

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- HR Manager