وظائف إدارة علاقات العملاء

<p>Vacancy No: (54804<br>Section/Unit: Programme<br>Grade Level: C2<br>Supervisor: Project Coordinator<br>No. of Post: 1<br>Duty Station: Shangle Tobai<br>Duration: One Year<br>Closing Date: 31 August 2026</p><h4>Background</h4><p><strong>The Organisation</strong></p><p>&nbsp;</p><p>Plan International is an independent development and humanitarian organisation that advances children’s rights and equality for girls. We believe in the power and potential of every child but know this is often suppressed by poverty, violence, exclusion and discrimination. And it is girls who are most affected.</p><p>&nbsp;</p><p>Working together with children, young people, supporters and partners, we strive for a just world, tackling the root causes of the challenges girls and vulnerable children face. We support children’s rights from birth until they reach adulthood and we enable children to prepare for and respond to crises and adversity. We drive changes in practice and policy at local, national and global levels using our reach, experience and knowledge.</p><p>&nbsp;</p><p>For over 85 years, we have rallied other determined optimists to transform the lives of all children in more than 80 countries.</p><p>&nbsp;</p><p>We won’t stop until we are all equal.</p><h4>Duties and responsibilities</h4><p>Dimensions of the Role</p><p>The Case Management Officer will oversee the case management activities. Specifically, ensure children harmed or at risk of being harmed are identified and receive individual case management support by ensuring the use of the standardized case management tools, and case management principles are adhered to by the case workers and social workers. Provide training and technical support to the case workers &amp; social workers in consultation with the Project Manager and Area CPiE Coordinator. Coordinate with other child protection agencies on case management and Mental Health and Psychosocial Support services.</p><p>&nbsp;</p><p>Accountabilities</p><p>&nbsp;</p><p><strong>Case management</strong></p><ul><li>Ensure that solid case management, referral and information management systems are in place for appropriate identification, responses and follow-up for children harmed or at risk of being harmed</li><li>Oversee the activities of the Adolescent Girls Safe Spaces (AGSS) which include GBV case management, PSS and recreational activities, life skills and information sessions. This includes supervision of the AGSS Coordinator and Social workers.</li><li>Review the follow up of cases, and ensure all cases are managed within acceptable timelines.</li><li>Organise weekly case management conferences/ case review with all case workers and social workers to reflect case progress and to accommodate the lessons learned and improve case management system accordingly.</li><li>Supervise and support the case workers or social workers in family visits if necessary</li><li>Support the CPiE Area Manager in the ongoing capacity building of case workers including ensuing that case workers respect confidentiality and follow ethical guidelines</li></ul><p>&nbsp;</p><p><strong>Documentation</strong></p><ul><li>Ensure the CPIMS+ is set up, regularly updated, analyse for trends in the caseload, and efficiently and confidentially managed in collaboration with the social workers and Case workers.</li><li>Ensure that files, registers and computer databases are used in an appropriate and correct manner and ensure case workers adhere to proper documentation and data protection protocols.</li></ul><p><strong>&nbsp;</strong></p><p><strong>Coordination</strong></p><ul><li>Participate in the Case management taskforce working group at the target location.</li><li>Work with the child protection team to ensure close links between case management and our work with community-based child protection mechanisms and CFSs.</li><li>Coordinate with other agencies offering case management services to children on referral and transfer of cases. This includes providing support to Family Tracing and Reunification activities in collaboration with State Social Welfare.</li><li>Ensure internal referral mechanisms (with other sectors) are in place and cases are appropriately managed and followed up when referred. Link case workers or social workers with service providers to ensure safe referrals to other services such as medical, legal and education/livelihoods interventions.</li><li>Ensure constant and transparent communication and collaboration with relevant stakeholders, including community members, community leaders and families</li></ul><p>&nbsp;</p><p><strong>Reporting</strong></p><ul><li>Submit regular case management reports and ensure that information is kept up to date</li><li>Facilitate, collect and report information regarding the overall situation of child protection risks in the designated location.</li><li>Share information on field-level successes and challenges with the Area CPiE Coordinator. Ensure that major challenges are flagged early, and addressed in an appropriate way.</li></ul><p>&nbsp;</p><p><strong>Procurement</strong></p><ul><li>Support the preparation of all procurement and administrative documents required for case management implementation</li></ul><p>&nbsp;</p><p><strong>Other support</strong></p><ul><li>Ensures that Plan International’s global policies for Child Protection (CPP) and Gender Equality and Inclusion (GEI) are fully embedded in accordance with the principles and requirements of the policy including relevant Implementation Standards and Guidelines as applicable to their area of responsibility. This includes, but is not limited to, ensuring staff and associates are aware of and understand their responsibilities under these policies and Plan International’s Code of Conduct (CoC), their relevance to their area of work, and that concerns are reported and managed in accordance with the appropriate procedures.</li></ul><p><strong>&nbsp;</strong></p><p>Key relationships</p><p><strong>Internal Communication</strong></p><ul><li>Programme Area Manager</li><li>Project Manager</li><li>Child Protection Officer</li><li>Area CPiE Coordinator</li><li>Country CPiE Coordinator and Country CPiE Technical Specialist</li><li>Other departmental heads and M&amp;E</li></ul><p>&nbsp;</p><p><strong>External Communication</strong></p><ul><li>Implementing Partners</li><li>CP Task force at the field level</li></ul><p>&nbsp;</p><p>&nbsp;</p><h4>Minimum Qualification, Skills and Experience Required</h4><p>Technical expertise, skills and knowledge</p><p>&nbsp;</p><p>&nbsp;</p><p><strong>Essential</strong></p><ul><li>Bachelor’s Degree in relevant subject, (Law, Social Sciences or other related fields)</li><li>A high level of written and spoken English</li><li>Excellent communication skills</li><li>Proven ability of mentoring, coaching and training on Child Protection related topics.</li></ul><p>&nbsp;</p><p><strong>Knowledge and expertise</strong></p><ul><li>The post holder is expected to have considerable knowledge of the national and international instruments related to the child rights, child protection minimum standards and safeguarding concepts.</li><li>Substantial experience of working in Child Protection programming in a humanitarian and development context for at least 3-4 years</li><li>Experience working with case files, databases and providing regular documentation</li><li>Strong capacity building/training/coaching/mentoring skills with communities</li><li>Computer knowledge - Microsoft Word, Excel, Outlook</li></ul><p>&nbsp;</p><p><strong>Skills</strong></p><ul><li><strong>Presentation skills</strong><ol><li>Negotiation skills</li><li>Analytical and logical skills</li></ol></li><li><strong>Communication skills</strong><ol><li>Good command of written and spoken English and Arabic languages.</li><li>Good skills in spread sheet and word processing computer application</li><li>Good skills in computer information and communication.</li><li>Excellent skills in reading, writing, speaking, and listening skills.</li><li>Ability to think creatively to understand including risks associated children.</li><li>Strong interpersonal skills to cope up with stress and managing work effectively.</li><li>Demonstrated Leadership skills to maintain teamwork and to build capacity of team members.</li></ol></li></ul><p>&nbsp;</p><p><strong>Desirable</strong></p><ul><li>Understanding and commitment to Plan International values, mission and mandate.</li><li>Proven ability to influence change at an operational and strategic level based on Plan International’s Country Strategy both among staff and implementing partners.</li></ul><p><i>Equality, diversity and inclusion is at the very heart of everything that Plan International stands for.</i></p><p>&nbsp;</p><p><i>We want Plan International to reflect the diversity of the communities we work with, offering equal opportunities to everyone regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.</i></p><p>&nbsp;</p><p><i>Plan International is based on a culture of inclusivity and we strive to create a workplace environment that ensures every team, in every office, in every country, is rich in diverse people, thoughts, and ideas.</i></p><p>&nbsp;</p><p><i>We foster an organisational culture that embraces our commitment to racial justice, gender equality, girls’ rights and inclusion.</i></p><p>&nbsp;</p><p><i>Plan International believes that in a world where children face so many threats of harm, it is our duty to ensure that we, as an organisation, do everything we can to keep children safe. This means that we have particular responsibilities to children that we come into contact with and we must not contribute in any way to harming or placing children at risk.</i></p><p>&nbsp;</p><p><i>A range of pre-employment checks will be undertaken in conformity with Plan International's Safeguarding Children and Young People policy. Plan International also participates in the </i><a href="https://www.schr.info/the-misconduct-disclosure-scheme"><i>Inter Agency Misconduct Disclosure Scheme.</i></a><i> In line with this scheme, we will request information from applicants previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during employment, or incidents under investigation when the applicant left employment. By submitting an application, the job applicant confirms their understanding of these recruitment procedures.</i></p><p><i><strong>Please note that Plan International will never send unsolicited emails requesting payment from candidates.</strong></i></p><p>&nbsp;</p><p><i><strong>In addition to the Motivation letter and your updated CV, please attach copies of your academic certificates, experience certificates, and either your passport or your national ID card. These documents are required to complete the review of your application.</strong></i></p><p>&nbsp;</p><p><strong>Application link:</strong>&nbsp;<a href="https://career5.successfactors.eu/sfcareer/jobreqcareerpvt?jobId=54804&amp;company=PlanInt&amp;st=EE679E6BB9450F4A8E5BFF710B14585AFCED947F">https://career5.successfactors.eu/sfcareer/jobreqcareerpvt?jobId=54804&amp;company=PlanInt&amp;st=EE679E6BB9450F4A8E5BFF710B14585AFCED947F</a> &nbsp;</p><h2><strong>Women are strongly encourage to apply</strong></h2>