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Purpose
The Senior Case Management Officer provides technical leadership, supervision, and quality assurance for Inspire Pakistan’s protection case management interventions across the Head Office and field locations. The role ensures that case management services for Persons with Specific Needs (PSNs), including persons with disabilities, individuals with physical or mental health conditions, and other vulnerable individuals, are delivered in a confidential, ethical, survivor-centred, and compliant manner, in line with Inspire Pakistan and UNHCR Case Management SOPs.
The position oversees the Case Management Assistants, strengthens referral pathways, ensures data quality, and supports programme performance and reporting, while upholding safeguarding, confidentiality, and Do No Harm principles.
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Key Roles & Responsibilities
1. Technical Oversight & Case Quality
- Lead and oversee implementation of protection case management services across all duty stations.
- Review case assessments, action plans, referrals, follow-ups, and closures to ensure quality and compliance with SOPs.
- Provide technical guidance on complex, sensitive, or high-risk cases and lead case conferences where required.
- Ensure equitable case allocation based on staff capacity and caseloads.
2. Team Supervision & Capacity Building
- Supervise, mentor, and support Case Management Assistants at Head Office and field offices.
- Conduct regular supervision meetings, case reviews, and performance feedback sessions.
- Identify capacity gaps and support on-the-job coaching and refresher training.
- Ensure staff adherence to safeguarding, confidentiality, and ethical standards.
3. Referral Pathways & Coordination
- Maintain and strengthen referral pathways with government departments, NGOs, and service providers.
- Coordinate closely with CBP, MHPSS, and GBV pillars to ensure integrated service delivery.
- Liaise with Field Coordinators to address operational or access challenges affecting case management.
4. Data Management, Reporting & Quality Assurance
- Oversee accuracy, completeness, and timeliness of case management data entered into Kobo and data management sheets.
- Conduct routine data quality checks and corrective actions.
- Consolidate non-identifiable case management data for internal reviews and donor reporting.
- Document lessons learned, trends, and best practices to inform programme improvements.
5. Case-Linked Cash-Based Interventions (CBI) Coordination
- Ensure that CBI referrals linked to protection cases are processed in line with SOPs and eligibility criteria.
- Coordinate with Finance and relevant teams to verify documentation and case linkages for CBIs.
- Monitor post-assistance follow-up from a protection outcomes perspective, without direct involvement in cash disbursement.
6. Safeguarding, Compliance & Programme Support
- Ensure strict adherence to safeguarding, PSEA, data protection, and Do No Harm principles.
- Escalate safeguarding concerns and serious protection risks to the Programme Manager immediately.
- Support development and periodic review of SOPs, tools, and guidance related to case management.
- Participate in coordination meetings and donor engagements as delegated by the Programme Manager.
Other Duties
Perform any other duties related to the role as reasonably assigned by the Supervisor in line with organisational policies.
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Qualifications & Experience
- Bachelor’s degree in Social Sciences, Social Work, Development Studies, or related field.
- Preferably, minimum 2 years of professional experience in case management, protection, or humanitarian programming.
- Demonstrated experience in Cash-Based Interventions (CBI) coordination and monitoring.
- Strong knowledge of UNHCR and NGO case management standards, tools, and SOPs.
- Proven ability to coordinate with partners, government authorities, and service providers.
- Excellent verbal and written communication skills in Pashto and English.
- Strong analytical, organisational, and problem-solving skills.
- Proficiency in Microsoft Office (Word, Excel) and data management software (e.g., Kobo systems).
- Ability to maintain confidentiality, adhere to safeguarding policies, and uphold ethical standards.
- Ability to work under pressure and meet deadlines while managing multiple priorities.
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