Case Management Supervisor

The International Rescue Committee (IRC) is a global humanitarian organization dedicated to responding to the world’s most severe crises by restoring health, safety, education, economic wellbeing, and empowerment to communities affected by conflict and disaster. Established in 1933 at the urging of Albert Einstein, the IRC operates in over 40 countries and 29 U.S. cities, delivering sustainable impact by helping vulnerable populations reclaim control of their futures. In Pakistan, the IRC has been active since 1980, working alongside government partners and donors to support communities affected by emergencies such as floods and displacement.

Currently, the IRC is implementing a 6.5-month project across five districts in Khyber Pakhtunkhwa aimed at strengthening protection and legal services for vulnerable groups. This initiative focuses on improving access to legal support, case management, and community-based protection while enhancing community structures to prevent and respond to protection risks. The project’s core components include expanding community protection mechanisms, establishing referral pathways, providing legal counsel and representation, and developing a protection monitoring framework.

The Protection Case Management Supervisor will oversee the delivery and quality assurance of protection case management services within the target districts. This role involves supervising caseworkers, ensuring adherence to IRC standards and protocols, and managing the full case management cycle—from identification and intake to case closure. The supervisor will also coordinate closely with legal aid officers, community mobilizers, and the MEAL team to link case management with legal services and protection monitoring. Reporting to the Protection Manager, the supervisor will conduct regular field visits to monitor case quality and provide mentorship.

Key Responsibilities

Case Management Supervision and Quality Assurance:
- Lead and mentor protection caseworkers, ensuring compliance with global protection guidelines, SOPs, and survivor-centered principles.
- Conduct regular case reviews, assign manageable caseloads, and provide feedback to maintain high-quality case files and action plans.
- Ensure timely, rights-based support for individuals at risk of abuse, exploitation, neglect, or rights violations.
- Uphold Do No Harm and confidentiality principles, promoting dignity and safety for all clients.
- Perform post-service interviews and case audits to evaluate service quality and document lessons learned.

Referral Pathways and Service Coordination:
- Oversee accurate application of referral pathways linking clients to legal aid, health, psychosocial support, livelihoods, and other services.
- Maintain active coordination with community legal officers, government departments, and external service providers to facilitate timely referrals.
- Identify service gaps and recommend follow-up actions to the Protection Manager.
- Support case conferencing for complex or high-risk cases requiring multi-disciplinary responses.

Community-Based Protection and Outreach:
- Collaborate with Community Mobilizers to integrate community protection mechanisms into case identification and referral processes.
- Support protection risk identification by triangulating case data with monitoring findings and community feedback.

Data Management and Reporting:
- Ensure timely and accurate data entry into the IRC Case Management Database and maintain data quality standards.
- Produce regular progress reports, including trend analysis and the 5Ws matrix, for management review.
- Safeguard case files and digital records in compliance with data protection protocols.
- Assist the MEAL team with data verification, audits, and documentation.

Capacity Building and Team Management:
- Identify training needs and deliver coaching and mentoring to caseworkers.
- Lead team meetings to review progress, address challenges, and foster team cohesion.
- Participate in protection training and cascade learning to the team.
- Monitor staff wellbeing and report concerns promptly.
- Perform additional duties as assigned.

Required Qualifications

Education:
- Bachelor’s or Master’s degree in social sciences, law, human rights, or related fields. Postgraduate training in protection, case management, or psychosocial support is advantageous.

Work Experience:
- Minimum two years of field experience in protection case management, preferably in emergency or displacement settings.
- Experience working with vulnerable communities in Khyber Pakhtunkhwa is highly desirable.
- Proven supervisory experience managing and mentoring caseworkers.

Skills and Competencies:
- Strong knowledge of protection case management principles, standards, and SOPs.
- Familiarity with legal aid systems, community-based protection, and referral pathways.
- Commitment to confidentiality and Do No Harm principles.
- Excellent analytical, report-writing, interpersonal, and communication skills.
- Ability to work effectively under pressure in dynamic field environments.

Language:
- Fluency in Urdu and Pashto is required; good command of written and spoken English is essential.

The IRC upholds core values of integrity, service, equality, and accountability. Staff are expected to adhere to professional conduct standards and policies on safeguarding, beneficiary protection, child safeguarding, anti-harassment, and anti-retaliation. The organization is committed to gender equality and creating a safe, respectful workplace.

Only shortlisted candidates will be contacted for interviews, which will be conducted on a rolling basis.