The Case Manager will be responsible for the follow-up of Protection activities and, specifically, manage protection cases (identification, reception, referral; preparation and implementation of care plans) in line with AVSI’s case management procedures and protection standards, in the various project areas including Zarqa, Ajloun and Rihab (Mafraq Governorate).
The Grow Together project aims to contribute to promoting and safeguarding the protection of the most vulnerable groups among Syrian refugees and Jordanian host communities through an integrated framework of protection, assistance, empowerment and social inclusion. This will be done by strengthening community systems and resources for the protection and social inclusion of the most vulnerable groups among refugees and host communities in Ma'an, Aqaba, Zarqa, Ajloun and Mafraq Governorates as part of a multi-sectoral protection and health intervention. Furthermore, the project prioritizes gender-sensitive approaches and the prevention and response to Sexual and Gender-Based Violence (SGBV).
The role requires independent mobility across various sites and the capacity to offer remote support via secure online platforms when needed.
Case Manager (National Position)
Main tasks and responsibilities
• Conduct home visits, needs assessments and baseline surveys with beneficiaries to identify vulnerabilities, protection risks, and service needs, ensuring proper documentation and timely follow-up;
• Provide Case Management services including intake assessments and prioritization of cases based on risk level, including conducting psychosocial assessments that take into consideration environmental, emotional, behavioral, and social factors, as well as strengths and resources impacting the individual’s well-being);
• Develop individualized case plans that respond to the needs identified during the initial and comprehensive assessments, ensuring informed consent is obtained from each beneficiary;
• Organize and deliver psychosocial counseling sessions for the cases classified as low to moderate vulnerability, and refer high-risk cases requiring psychological intervention to a psychologist;
• Report cases requiring external services (eg., medical, legal, etc.) in line with beneficiaries’ consent, and ensure proper follow-up to guarantee that support is appropriate and continuous;
Collaborate with the psychologist and protection coordinator to arrange case conferences for complex cases, ensuring survivors—especially children—receive multidisciplinary support tailored to their specific needs;
• Support the Area Coordinator and the Protection Coordinator in the coordination of the Cash Distribution activity, following up on beneficiaries’ needs;
• Closely support the Protection Coordinator in key tasks, including the delivery of trainings, preparation of protection-related content, and capacity-building of staff on PSEAH and other protection-related topics;
• Preparation of reports on activities impact and any other report required by supervisor;
• Support the MEAL Department in sharing the project tools related to the case management activity and monitoring the quality of implemented activities, their impact, and beneficiaries’ participation;
• Proven and documented weekly communication to the Protection Coordinator and Project Manager;
• Frequent coordination with AVSI HQ and MENA Technical Advisors’;
• Any other activity requested by the Project Manager.
Essential Requirements
· Bachelor’s degree in Social Work, Psychology, Sociology, Counseling, Human Rights, International Development, or another relevant social science/protection-related field. A Master’s degree in a relevant discipline is considered a strong asset.
· Relevant professional training/certification in Case Management, Child Protection, GBV, PSEAH, psychosocial support, or safeguarding is highly desirable.
· Demonstrated understanding of safeguarding-based approach.
· Minimum 2–4 years of relevant professional experience in humanitarian, development, protection, social work, or community-based programming.
· Demonstrated experience in protection case management, including intake, assessment, risk/vulnerability classification, case planning, referrals, follow-up, and case closure.
Required skills and experiences
· Practical experience conducting home visits, household assessments, needs assessments, baseline surveys, and protection-risk assessments;
· Experience working directly with vulnerable individuals and families, particularly refugees, displaced persons, women, children, survivors of violence, persons with disabilities, or other at-risk groups.
· Skilled in using online case management platforms and digital communication tools;
· Effective and in-depth knowledge of Microsoft Office package (Word, Excel, PowerPoint and Outlook);
· Knowledge of community-based psychosocial interventions and participatory approaches;
· Experience in working with vulnerable and refugee communities and on protection issues;
· Excellent oral and written communication skills in English and Arabic;
· Strong reporting skills;
· Team-working skills;
· Ability to maintain strict confidentiality and professional boundaries;
· Ability and willingness to travel regularly to the field;
· Strong interpersonal, communication and organizational skills;
· Empathy and respect for diversity.
*AVSI reserves the right to request information from previous employers regarding any disputes, safeguarding concerns, investigations, or disciplinary actions, and to require the candidate to provide criminal and civil records, for the purpose of assessing the worker’s professional suitability for roles involving contact with vulnerable individuals, including children and adults.*
** AVSI applies the principle of inclusiveness and non-discrimination in its selection process, ensuring equal opportunities regardless of sex, age, ethnicity, nationality, sexual orientation, gender, marital status, religious belief, disability, or belonging to protected classes.