Case Officer, фахівець з кейс-менеджменту

Position Overview

The Case Officer is responsible for the identification, assessment, monitoring, and resolution of sensitive individual cases involving highly vulnerable IDPs residing in supported collective centers. The position ensures that beneficiaries receive appropriate protection, social assistance, and referrals through individualized care planning, in line with humanitarian protection principles and the Law of Ukraine «On Social Services.»

1) Key Responsibilities

A. Case Management and Individual Support

• Identify and prioritize highly vulnerable IDPs requiring individual case management, with particular attention to persons with disabilities, reduced mobility, chronic illnesses, and protection risks.
• Conduct comprehensive individual needs assessments in coordination with relevant stakeholders.
• Develop, document, and regularly update Individual Care Plans tailored to beneficiaries' specific needs.
• Ensure informed consent, confidentiality, and respect for beneficiaries' dignity throughout the case management process.

B. Compliance and Regulatory Support

• Coordinate the implementation of Individual Care Plans by social helpers and other relevant service providers.
• Monitor the quality, timeliness, and appropriateness of services delivered to beneficiaries.
• Facilitate referrals to specialized protection, health, psychosocial, legal, or social services as required.
• Liaise with local authorities, social service providers, healthcare institutions, and humanitarian partners to ensure continuity of care.

C. Monitoring, Documentation and Reporting

• Maintain accurate, confidential, and up-to-date case files and documentation in accordance with organizational and data protection standards.
• Track progress and outcomes of individual cases and adjust care plans as needed.
• Contribute to internal reporting, including case trends, protection concerns, and lessons learned, while safeguarding sensitive information.
• Lead the development and formalization of documentation for case management stages and SOPs to ensure clear, well-defined procedures for this new and sensitive area of work.

D. Compliance and Safeguarding

• Ensure all activities comply with national legislation, including the Law of Ukraine «On Social Services,» and humanitarian protection standards.
• Uphold safeguarding principles, including protection from sexual exploitation and abuse (PSEA), child safeguarding, and accountability to affected populations.
• Identify and report safeguarding concerns or protection risks in line with organizational procedures.

2) Reporting and Coordination Lines

• The Case Officer reports directly to the Protection Services Coordinator.
• Works in close coordination with social helpers, protection teams, site management, local authorities, and partner organizations.
• Participates in relevant coordination meetings, trainings, and supervision sessions as required.

3) Qualifications and Experience

Education:

• University degree in social work, psychology, sociology, law, public health, or a related field.
• Relevant professional experience may be considered in lieu of formal education

Experience:

• Minimum 2 years of relevant professional experience in case management, social work, protection, or humanitarian assistance.
• Proven experience working with IDPs, vulnerable populations, or persons with disabilities is strongly preferred.
• Familiarity with the Ukrainian social services system and protection frameworks is an asset.

Skills and Competencies:

• Strong case management, assessment, and documentation skills.
• Ability to handle sensitive cases with empathy, discretion, and professionali