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 lasting impact by helping vulnerable populations survive, regain control of their futures, and strengthen their communities. In Pakistan, the IRC has been active since 1980, working closely with government partners and donors to provide comprehensive humanitarian and development services.

Currently, the IRC is implementing a 6.5-month project across five districts in Khyber Pakhtunkhwa aimed at enhancing protection and legal services for vulnerable communities. The project focuses on improving access to legal support, case management, and community-based protection services, while strengthening community structures to prevent and respond to protection risks. The Protection Case Management Supervisor will play a pivotal role in leading and ensuring the quality of protection case management services, supervising caseworkers, and maintaining adherence to IRC standards and procedures.

Key Responsibilities

Case Management Supervision and Quality Assurance: Lead and mentor protection caseworkers to ensure compliance with global protection case management guidelines and survivor-centered approaches. Conduct regular case reviews, monitor caseloads, and provide feedback to maintain high-quality case files and action plans. Ensure timely, rights-based support for individuals at risk of abuse or rights violations, applying Do No Harm and confidentiality principles. Conduct post-service interviews and case audits to evaluate service quality and document lessons learned.

Referral Pathways and Service Coordination: Oversee the accurate use 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. Support case conferencing for complex cases requiring multidisciplinary responses.

Community-Based Protection and Outreach: Collaborate with Community Mobilizers to integrate community-based 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 accurate and timely data entry into the IRC Case Management Database. Produce regular progress reports, including trend analysis and the 5Ws matrix, for management review. Maintain secure, confidential case files in compliance with IRC data protection policies. Assist the MEAL team with data verification and audits.

Capacity Building and Team Management: Identify training needs among caseworkers and provide coaching, mentoring, and on-the-job training. Lead team meetings to share updates, address challenges, and foster team cohesion. Participate in protection training events and cascade learning to the team. Monitor staff wellbeing and report concerns promptly.

Required Qualifications

Education: Bachelor’s or master’s degree in social sciences, law, human rights, or a related field. Postgraduate training in protection, case management, or psychosocial support is an advantage.

Work Experience: Minimum of two years’ field experience in protection case management, preferably in emergency or displacement contexts. 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, protection risks, standards, and SOPs. Familiarity with legal aid systems, community-based protection, and referral pathways. Ability to maintain confidentiality and apply Do No Harm principles. Excellent analytical, report-writing, interpersonal, and communication skills. Ability to work effectively in multicultural teams and under pressure in dynamic field environments.

Language: Fluency in Urdu and Pashto is required, with good written and spoken English.

The IRC upholds core values of integrity, service, equality, and accountability, and enforces strict policies on beneficiary protection, child safeguarding, anti-harassment, fiscal integrity, and combating trafficking. The organization is committed to creating a safe working environment and promoting gender equality throughout its operations.

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