Case Management Supervisor

The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

The International Rescue Committee is a well-recognized international non-profit organization (USA-Based) working in over 40 countries worldwide. Established in 1933 on the suggestion of renowned scientist Albert Einstein, the organization has been supporting vulnerable and host communities across Pakistan since 1980. It delivers comprehensive humanitarian and development services, implementing numerous projects in partnership with federal and provincial governments and with the support of generous donors, to improve the lives and livelihoods of populations affected by disasters, floods, and other emergencies.

The IRC is implementing a 6.5-month project across five districts in Khyber Pakhtunkhwa to strengthen protection and legal services for vulnerable communities. The project works toward one overarching outcome: improved access to legal support, case management, and community-based protection services, alongside stronger community structures to prevent and respond to protection risks.

Four outputs deliver this: community-based protection mechanisms that expand awareness and access to services; case management and referral pathways for at-risk individuals; legal services, including counsel and representation; and a protection monitoring framework to systematically capture and track protection risks.

SCOPE OF WORK:

The Protection Case Management Supervisor will lead the delivery and quality assurance of protection case management services across the project’s target districts in Khyber Pakhtunkhwa. The position is based in target districts, with regular field visits to supervise caseworkers, monitor case quality, and ensure adherence to IRC protection case management standards and Standard Operating Procedures.

The Supervisor will oversee the full case management cycle for vulnerable community members, including identification, intake, assessment, action planning, service referral, follow-up, and case closure. The position plays a critical role in linking case management services to legal aid, community-based protection mechanisms, and the project’s protection monitoring framework.

This position reports to the Protection Manager and coordinates closely with the Protection Case Workers, Legal Aid Officers, Community Mobilizers, and the MEAL team.

Job Responsibilities:

Case Management Supervision and Quality Assurance:

• Supervise and mentor protection case workers across all project districts, ensuring adherence to Global Protection Case management guidelines, SOPs, and survivor-centred principles throughout the case cycle.

• Conduct regular individual and group case review meetings with case workers; assign and monitor caseloads to ensure they remain manageable and cases receive adequate attention.

• Review case files and action plans for accuracy, quality, and completeness; provide timely feedback and corrective guidance to case workers.

• Ensure all protection cases — including individuals at risk of or experiencing abuse, exploitation, neglect, or rights violations — receive appropriate, timely, and rights-based support.

• Apply and reinforce Do No Harm and confidentiality principles across all case management activities; ensure case workers uphold dignity, respect, and safety for all clients at all times.

• Conduct post-service interviews and periodic case audits to assess the quality and impact of case management support; document findings and share lessons with the team.

Referral Pathways and Service Coordination:

• Ensure case workers accurately apply established referral pathways, linking clients to legal aid, health, psychosocial support, livelihoods, and other relevant services within the project and among external service providers.

• Maintain active liaison with Community legal officers, community mobilizers, government departments e.g. District Administration, SWD etc. and other service providers to support timely and appropriate referrals.

• Identify gaps in available services and referral networks; report these to the Protection Manager with recommendations for follow-up action.

• Support case conferencing with the protection team and legal aid staff for complex or high-risk cases requiring multi-disciplinary response.

Community-Based Protection and Outreach:

• Coordinate with Community Mobilizers to ensure community-based protection mechanisms actively feed into case identification and referral, and that at-risk individuals are reached through community outreach.

• Support community-level protection risk identification by triangulating case management data with protection monitoring findings and community feedback.

Data Management and Reporting:

• Oversee accurate and timely entry of case management data into the IRC Case Management Database; ensure caseworkers submit documentation in line with IRC data quality standards.

• Produce and share regular case management progress reports, including trend analysis (case categories, referrals, closures) and the 5Ws matrix, with the Protection Manager.

• Ensure all case files and digital records are stored securely, maintained confidentially, and comply with IRC data protection protocols.

• Support the MEAL team with data verification, case file audits, and learning documentation as required.

Capacity Building and Team Management:

• Identify capacity gaps among caseworkers and develop and deliver targeted coaching, mentoring, and on-the-job training to address them.

• Lead regular team meetings to share updates, address challenges, review progress against targets, and build team cohesion.

• Participate in protection training and capacity building events as nominated; cascade key learning to the case management team.

• Ensure staff wellbeing is prioritised; monitor workload, protection, or safety concerns to the Protection Manager promptly.

• Perform any other tasks assigned by the supervisor.

Key Working Relationships

Position Reports to:      Protection Manager.

Supervision:                   Protection Case Workers.

Internal:                           Protection Manager, Legal Aid Officers, Community Mobilizers, MEAL team, Finance, and Operations.

External:                         Home Department, SWD, UN agencies, and referral partners

Requirements

Education:

• Bachelor's or master's degree in social sciences, law, human rights, or a related field. Postgraduate training in protection, case management, or psychosocial support is an advantage.

Work Experience:

• Minimum 2 years of field experience in protection case management, preferably in an emergency or displacement context.

• Experience working with vulnerable communities in KP is a strong advantage.

• Proven supervisory experience, including managing and mentoring caseworkers.

Demonstrated Skills and Competencies:

• Strong understanding of protection case management principles, Protection risks, case management standards and SOPs.

• Familiarity with legal aid systems, community-based protection approaches, and referral pathway development.

• Ability to maintain strict confidentiality and apply Do No Harm principles consistently.

• Strong analytical and report-writing skills; ability to synthesize case data into actionable trend reports.

• Excellent interpersonal and communication skills; ability to work effectively in a multicultural team.

• Ability to work under pressure and in a dynamic field environment.

Language:

• Fluency in Urdu and Pashto required. Good written and spoken English essential.

The IRC Core Values and Commitments

• IRC staff must adhere to the values and principles in the IRC Way — Standards for Professional Conduct: Integrity, Service, Equality, and Accountability. IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti-Workplace Harassment, Fiscal Integrity, Anti-Retaliation, and Combating Trafficking in Persons.

• IRC is committed to ensuring that staff are suitable to work with children and have the knowledge to uphold the IRC Child Safeguarding Policy.

• IRC recognizes that gender equality is fundamental to achieving its organizational mission and is committed to promoting gender equality in all aspects of its operations and programmes.

Note:Only short-listed candidates will be called for an interview, and the Interviews will be conducted on Rolling basis.

Professional Standards:All International Rescue Committee workers must adhere to the core values and principles outlined inIRC Way - Standards for Professional Conduct. Our Standards are Integrity, Service, Equality and Accountability. In accordance with these values, the IRC operates and enforces policies onSafeguarding, Conflicts of Interest, Fiscal Integrity, and Reporting Wrongdoing and Protection from Retaliation. IRC is committed to take all necessary preventive measures and create an environment where people feel safe, and to take all necessary actions and corrective measures when harm occurs. IRC builds teams of professionals who promote critical reflection, power sharing, debate, and objectivity to deliver the best possible services to our clients.

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