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Case Management Officer

Job Description and Requirements


Through the length of her/his contract, the Case Management Officer will be a focal point for beneficiary families within this Case Management project that also includes a cash assistance component. The Case Management Officer will be a main contributor to the services provided by Medair and in addition will facilitate the access of beneficiaries to additional basic services as needed and provided by other organisations.


In Jordan, the vast majority of refugee families live outside of the refugee camps and rent rooms in host communitie, trying to support themselves. Their marginalisation further compounds the negative coping mechanisms they are forced to turn to, such as entering informal work or depending on child labour.  These families face the threat of eviction or further displacement, and severe debt among many other risks. In Jordan, Medair is working to support host communities and vulnerable Jordanian and Syrian families through Health and Nutrition, Cash Assistance interventions.

This project aims to protect the most vulnerable Jordanians and Syrian refugees with a medium-term unconditional cash-based intervention and to support their development of overall resilience through household-level case management. A comprehensive vulnerability assessment will guide the targeting and selection of households. Based on identified needs, the areas of focus and intervention include access to education, healthcare, rent, psychosocial wellbeing and legal status. In areas where Medair cannot directly intervene, the case management component will allow us to link households to services provided by other organisations and institutions (both governmental and non-governmental) through referrals.  Case management also includes components of behavior change discussions by case managers.



  • Project Manager

  • Senior Protection Officer (line manager)

  • Communications Officer

  • Monitoring and Evaluation Manager


  • Beneficiaries

  • Landlords of beneficiary families

  • Local public service institutions

  • CBOs and local and international NGOs

  • Community leaders and local authorities



1. Support the planning and implementation of programme activities​

  1. Assist in management of the cash side of the project in Jordan to reach its’ goals in a timely manner.

  2. Help in the planning and schedule of activities including community outreach, registration of beneficiaries and prepare for the charging of beneficiary bank accounts.

  3. Preparing household visits for the assessment of household conditions and beneficiary selection.  Coordinate household visits for follow up of cases.

  4. Maintain transparent, honest and supportive communication  with beneficiaries and their communities.

  5. Work closely with Project Manager for the development of new projects (including providing support in technical areas such as Education, PSS, Child Protection, Case Management and other areas of focus)

  6. Represent Medair externally with partner NGOs, CBOs  and other stakeholders (including in PM absence)

​2. Data management and reporting

a. Maintain and analyse Excel databases and IMPACT (CCM’s information management system) for household level information used for: the selection of beneficiaries, reporting, case planning and monitoring and evaluation.

b. Track the payment of cash transfers using bank reports and prepare the charges of next payments.

c. Prepare reports and confirm payments received for official reporting to M&E.

d. Use reporting tools such as UNHCR’s RAIS database and Activity Info.

e. Create, update and coordinate forms in Excel or IMPACT used for surveys or other uses.

f. Adhere to data security and privacy procedures.

g. Report on activity targets, adhere to SOPs and do relevant quality checks.

3. Conduct assessment, verification and follow-up visits with potential and selected families throughout the length of the project.

4. Share appropriate information with potential and confirmed beneficiaries and host community about the case management project and its thematic areas, and be available to answer related questions and concerns.

5. Be the main focal point for families in your designated case load, which includes telephone contact with families and direct visits to their homes, during working hours.

6. Support beneficiaries in addressing concrete needs (such as gaining access to public services, or expanding their support network and awareness of their options), either through direct intervention and accompaniment or through in-depth referral to other organisations.

7. Identify, understand the services provided by, liaise with and promote linkages to relevant project stakeholders (such as landlords, local CBOs, banks and public institutions in your area of responsibility) and appropriately call on the collaboration/engagement with these organisations in the management of individual cases, in consultation with the Project Manager and other functional links for this position.   

8. Be an advocate of families in your case load to all functional links for this position, as well as to external stakeholders, as the person with direct contact with families and insight into their specific needs.

9. Monitor services provided to the families to evaluate effectiveness in meeting their individual needs.

10. Facilitate the link between beneficiaries and Medair, providing information and feedback, contributing to community needs assessments and monitoring of the intervention.

11. Manage beneficiary and stakeholder expectations within the scope of the project.

12. Contribute to ATM and IRIS distributions and recharge processes.

13. Maintain open and frequent communication, where applicable, with all functional links for this position.

14. Be flexible, willing to assist in other areas of work as relevant and needed for this role.

15. Produce reports indicating daily activities and targets reached.



Vocational Qualification

  • Post-secondary studies in related areas (eg. Social Work, Sociology, International Affairs, International Development etc.)

  • Training on and experience in case management

  • Specific training to work with refugees or vulnerable populations

Work Experience



At least one year experience working in CBOs, NGOs or the Jordanian Social Institutions as a case manager in a comparable position and/or in the thematic areas of focus 
Experience working directly with beneficiaries from vulnerable communities
Experience doing home visits and assessments
Experience with project administration
Experience working with refugees or Syrian communities

Experience facilitating focus group discussions or workshops

Experience working in a cash-assistance intervention

Experience in report writing

Experience working with databases 

​   Languages



Fluent Arabic

Good written and spoken English

Excellent written and spoken English​



Organisational capacity 

Excellently organised:
- Able to prioritise
- Able to manage time
- Able to manage a large workload and keep recorded oversight of case load

Good computer skills (such as Microsoft Office, including Excel and Outlook)

Able to gather and maintain clear and accurate data


Strong experience in dealing with red tape (administrative procedures)
Demonstrated creativity in helping meet families’ needs
Thorough understanding of the services available for the target group
Skilled in data analysis 



Excellent listening skills

Clear communication

Capacity to sensibly respond to beneficiary questions and complaints

Excellent written communication




Team-player with good inter-personal skills and cross-cultural understanding

Able to work independently

Excellent mediation and facilitation skills
- Able to intervene appropriately (in collaboration with stakeholders) on behalf of beneficiaries

Commitment to collaboration with stakeholders and partners

Encouraging, supportive

Previous experience of working in a multi-cultural team

Influencing and negotiation skills



Flexible in working hours and willing to work in remote areas throughout the length of the contract

Able to adapt and respond appropriately to beneficiaries’ changing situations/needs

Flexible and willing to perform other relevant tasks in order to facilitate the running of the project



Ability to facilitate project and community interactions regardless of ethnicity, religion, age, family status, gender, origin or affiliation
Sensitive to cross-cultural issues 
Committed to humanitarian work and the humanitarian principles


Aware of security considerations 

Good judgment in insecure situations

Calm under pressure




Strong work ethic

Commitment to respect time

Honest and reliable 

Mature and respectful attitude 

Able to quickly develop a rapport with people

Patient and perseverant 

Enjoys helping others solve problems​


Passionate about working with the target group in this specific context and intervention 

Desire to be challenged, professionally and personally



Working Location:Home visits, Medair office, and accompaniment to other institutions/partner organisations at Amman, Jordan.

Starting date:

10 May 2019 or ASAP

Duration of commitment:

One year, with 3 month probation and possibility of extending depending on approval, funding and access to project sites. 

Professional references will be checked before offering this position to the successful candidate
The successful candidate must be legally allowed to work in Jordan (National)