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 suggestion of Albert Einstein, the IRC operates in over 40 countries and 29 U.S. cities, helping millions of people rebuild their lives with dignity and hope. In Pakistan, the IRC has been active since 1980, delivering humanitarian and development services in partnership with government bodies and donors. 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 populations. This initiative focuses on improving access to legal support, case management, community-based protection, and protection monitoring.

Key Responsibilities

Case Management Supervision and Quality Assurance:
Lead and mentor protection caseworkers across project districts, ensuring compliance with global protection case management standards and survivor-centered principles. Conduct regular case reviews, assign manageable caseloads, and provide feedback to maintain high-quality service delivery. Oversee the entire case management cycle, ensuring timely and rights-based support for individuals at risk of abuse, exploitation, or neglect. Uphold confidentiality, Do No Harm principles, and client dignity throughout all activities. Conduct post-service interviews and audits to evaluate impact and document lessons learned.

Referral Pathways and Service Coordination:
Ensure accurate application of referral pathways linking clients to legal aid, health, psychosocial support, livelihoods, and other services. Maintain active coordination with legal officers, community mobilizers, government departments, and external partners to facilitate timely referrals. Identify service gaps and report them with recommendations. Support case conferencing for complex or high-risk cases requiring multidisciplinary responses.

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

Data Management and Reporting:
Oversee timely and accurate data entry into the IRC Case Management Database, ensuring compliance with data quality and protection standards. Produce regular progress reports, including trend analyses and the 5Ws matrix, for management review. Support MEAL team activities such as data verification and case file audits.

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

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:
At least two years of field experience in protection case management, preferably in emergency or displacement settings. Proven experience supervising and mentoring caseworkers is essential. Experience working with vulnerable communities in Khyber Pakhtunkhwa is highly desirable.

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

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

The IRC upholds core values of integrity, service, equality, and accountability. Staff are expected to adhere to professional conduct standards, including beneficiary protection, child safeguarding, anti-harassment, and anti-trafficking policies. The organization is committed to gender equality and creating safe, inclusive work environments. Only shortlisted candidates will be contacted, with interviews conducted on a rolling basis.