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Purpose
The Case Management Assistant is responsible for providing confidential, individualised, and survivor-centred Protection Case Management (PCM) support to vulnerable individuals within assigned project locations. The position supports case identification, assessment, case planning, referrals, follow-up, case closure, and post-closure monitoring while ensuring confidentiality, informed consent, and appropriate documentation throughout the case management process.
The role works closely with Protection Officers, Field Coordinators, service providers, and relevant project staff to ensure individuals receive timely and appropriate protection support.
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Key Responsibilities
Protection Case Management
- Receive and assess individuals identified or referred through community outreach, COVs, CRM channels, IOM/UN referrals, government counterparts, service providers, and other approved referral mechanisms.
- Conduct protection assessments and identify individual needs, risks, vulnerabilities, and available support options.
- Develop and maintain individual case management and safety plans in consultation with the individual concerned.
- Provide appropriate information, support, and referrals based on identified needs and available services.
- Conduct regular follow-up, review case progress, update case plans where required, and complete case closure in accordance with established procedures.
- Conduct post-closure monitoring as required to assess access to services and protection outcomes.
- This process requires timely, confidential and survivor-centred protection case management, including identification, referrals and post-closure monitoring.
Referrals & Service Coordination
- Coordinate referrals to relevant protection, MHPSS, GBV, child protection, legal, health, basic services, and other specialised service providers.
- Ensure sensitive cases are referred through appropriate specialised pathways and are not managed beyond the scope of the position.
- Support assessment and referral of eligible individuals for Cash for Protection through established procedures and in coordination with designated project staff.
- Maintain awareness of available services and updated referral pathways within assigned areas.
- Follow up with service providers, where appropriate and with consent, to monitor access to referred services.
Case Documentation & Data Management
- Maintain complete, accurate, confidential, and up-to-date case files and case management records.
- Record required beneficiary and service information in approved case management and beneficiary registration systems.
- Ensure documentation of assessments, referrals, follow-ups, case reviews, closures, and post-closure monitoring.
- Coordinate with the IM/Data Officer to ensure accurate data entry and resolve data-quality issues while maintaining appropriate access restrictions.
- Ensure physical and electronic case information is securely stored and accessible only to authorised personnel.
- The project is required to maintain IOM's beneficiary registration system in line with implementation progress.
Community & Project Coordination
- Coordinate closely with Protection Officers on cases identified through community outreach, screening, and protection monitoring.
- Participate in case review meetings, referral coordination, trainings, and other relevant project activities.
- Provide regular updates to the Field Coordinator on caseload, referral gaps, implementation challenges, and emerging protection concerns without compromising beneficiary confidentiality.
- Support community information activities relating to available protection services and safe referral mechanisms when required.
Accountability, Compliance & Safeguarding
- Apply survivor-centred, rights-based, Do No Harm, AGD, inclusion, and non-discrimination principles throughout the case management process.
- Obtain informed consent before collecting, recording, sharing, or referring personal information, as applicable.
- Maintain strict confidentiality and data protection standards at all times.
- Ensure beneficiaries are informed of relevant CRM/AAP and feedback mechanisms.
- Comply with Safeguarding, PSEAH, Child Protection, confidentiality, Code of Conduct, and other applicable organisational and donor requirements.
- Immediately report safeguarding concerns through established organisational channels.
Other Duties
- Perform any other duties related to the position, as reasonably assigned by the Supervisor, in line with organisational policies and operational requirements.
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Qualifications & Experience
- Preferably Bachelor’s degree in Social Work, Psychology, Social Sciences, Development Studies, or a related field.
- Minimum 2 years of relevant experience in protection case management, social work, psychosocial support, or protection programming.
- Experience in protection assessment, case planning, referrals, follow-up, and confidential case documentation.
- Experience working with vulnerable communities, refugees, displaced populations, or other at-risk groups is preferred.
- Understanding of survivor-centred approaches, safeguarding, PSEAH, informed consent, confidentiality, referral pathways, and Do No Harm principles.
- Strong interpersonal, communication, documentation, and case-management skills.
- Proficiency in Urdu; knowledge of Pashto and/or Dari is a strong advantage. Basic knowledge of MS Office and digital case-management/data-collection systems is desirable.
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