Case Management Officer -
Lahore & Sahiwal Region

Job Purpose

Under the supervision of the Divisional Coordinator, the Case Management Officer will be responsible for identifying, registering, counselling, and supporting eligible beneficiaries through effective case management services. The incumbent will conduct community outreach and mobilization, facilitate referrals and follow-up, maintain accurate case documentation, and ensure quality implementation of beneficiary support services in accordance with Benazir Nashonuma Programme (BNP) guidelines, donor requirements, and organizational policies.

Key Responsibilities

• Conduct community outreach, mobilization, and awareness activities to promote programme services, eligibility criteria, and beneficiary participation.
• Identify, register, screen, and verify eligible beneficiaries in accordance with BNP guidelines and established programme procedures.
• Provide comprehensive case management services, including beneficiary assessment, documentation, case planning, follow-up, referral, and case closure.
• Counsel beneficiaries on programme services, entitlements, nutrition, health services, and available support mechanisms.
• Facilitate timely referrals of beneficiaries to health facilities and other relevant service providers, ensuring appropriate follow-up and documentation.
• Maintain complete, accurate, confidential, and up-to-date beneficiary records, case files, referral registers, and programme documentation.
• Conduct household visits and regular follow-up to monitor beneficiary progress, verify service utilization, and address emerging needs or challenges.
• Coordinate closely with health facilities, government departments, community leaders, and other stakeholders to strengthen service delivery and referral mechanisms.
• Prepare and submit daily, weekly, monthly, and other programme reports, ensuring timely and accurate reporting.
• Support community awareness sessions, trainings, campaigns, beneficiary meetings, and other programme activities.
• Report beneficiary complaints, protection concerns, safeguarding issues, operational challenges, and any irregularities to the supervisor promptly and in accordance with organizational procedures.
• Ensure compliance with programme guidelines, donor requirements, safeguarding principles, confidentiality standards, organizational policies, and applicable legal and ethical requirements.
• Perform any other programme-related duties assigned by the Divisional Coordinator or Supervisor.

Required Qualifications & Experience

• Bachelor's degree in Social Work, Sociology, Psychology, Public Health, Community Development, Development Studies, or another relevant social science discipline from a recognized institution.
• Minimum 2 years of relevant experience in case management, community mobilization, beneficiary registration, social protection, humanitarian, health, nutrition, or development programmes.
• Experience working with government departments, WFP, BISP, NGOs, INGOs, or donor-funded programmes will be considered an advantage.

Required Skills & Competencies

• Sound understanding of case management principles and community engagement approaches.
• Excellent communication, counselling, interpersonal, and facilitation skills.
• Strong documentation, reporting, and record management skills.
• Ability to maintain confidentiality and handle sensitive beneficiary information with professionalism.
• Good coordination and stakeholder engagement skills.
• Ability to work independently and under pressure while meeting programme deadlines.
• Proficiency in MS Office applications.
• Fluency in Urdu; knowledge of the local language of the assigned district will be an added advantage.

ACT International has a zero-tolerance policy towards Sexual Exploitation and Abuse (SEA), sexual harassment, child abuse, fraud, and all forms of abuse and exploitation

Applications will be reviewed on a rolling basis. ACT International reserves the right to close this vacancy before the advertised closing date if a suitable candidate is identified. Early applications are strongly encouraged.