Ended Case Management Officer

The Job


PLACE:  Aden


Project: HI Health project in Yemen


Handicap International is an independent and impartial international aid organisation working in situations of poverty and exclusion, conflict and disaster. Working alongside persons with disabilities and other vulnerable groups, our action and testimony are focused on responding to their essential needs, improving their living conditions and promoting respect for their dignity and their fundamental rights.

Handicap International is a not-for-profit organisation with no religious or political affiliation. It operates as a federation made up of a network of associations that provide it with human and financial resources, manage its projects and implement its actions and social mission. For more details on the association: www.hi.org


Under the direct responsibility of the Project Manager, the Case Management Officer is responsible for formulating a coordinated, comprehensive plan for individuals who need long-term functional rehabilitation care supervision as well as potential additional basic needs. The Case Management Officer will be also responsible to diffuse accurate information about available services to communities and small groups of beneficiaries throughout designated HI projects in Aden and other governorates (Lahj governorate).


Line manager: Project Manager

Team Managed: None

Strong functional link with: Project Officer, Field teams (Physiotherapists, PSS workers, Psychologists, Inclusion & RE teams, P&O Technicians, etc.), Technical Unit coordinators, MEAL Manager, Hotliner.

PLACE:  Aden Yemen, with very frequent field visit to other governorates (Lahj governorate)


Under the direct supervision of the Project Manager, the Case Management Officer is responsible to:


  • Develop and keep updated – in coordination with the Project Manager and the Technical Unit – a sectorial service mapping with available services, which could benefit to HI beneficiaries in its area of intervention (based on HI referral SOPs).
  • Contribute to centralized services mapping initiatives by providing relevant information on HI activities (available services, conditions of referrals to HI, Beneficiary selection criteria, etc.).
  • Develop and reinforce the relationships and maintain excellent communication with international and local non-governmental organizations, UN Agencies, community focal points, governmental services and any other stakeholders/services providers to improve the knowledge of available services and the quality of the services mapping.
  • Attend any meetings – upon Project Manager’s request – concerning case management and referral system / protection / health with UN agencies, INGOs/NNGOs, other stakeholders.
  • Continuously brief HI field teams about updated services mapping.
  • Provide all necessary information to HI field teams to guide them about orientation / information sharing to beneficiaries while being on the field (Official Q&A from external service providers, list of available hotlines, etc.).


  • Directly manage HI referral system according to HI Referral SOPs.
  • Receive all referral cases (Internal/External), implement the referral (toward relevant HI internal services or external service providers), ensure the follow-up till service provisions is effective and close each case.
  • Organize and lead the internal Case Management Meeting in order to
    • Ensure the smooth flow of referrals among HI teams and between HI and service providers.
    • Update HI field teams on referrals (Referral system, Internal/External referrals outcomes, Services mapping, Receiving new cases, etc.).
  • Check, update/produce and archive in beneficiary file internal/external referral forms.
  • Ensure prompt communication to external service providers having referred cases to HI to update them on service provision status.
  • Identify, in close collaboration and support with the physiotherapists and PSS workers, cases in need of further rehabilitation and MHPSS support after discharge and link them with external service providers.
  • Look for immediate referral for life-threatening cases referred by the field, keeping the Project Manager aware of it. 
  • Contribute to HI referral system improvement (Referral pathway, constant updates of services mapping, data analysis, etc.).
  • Contact referred beneficiaries by phone call to insure proper feedback about referral outcome.


  • Develop HI Referral Data Bases (Internal & External) with MEAL Unit to ensure proper design, formulation, coding, and utility of it.
  • Update HI Referral Data Bases (Internal & External) with all relevant and up-to-date information.
  • Lead and initiate data analysis of beneficiaries referred, and conduct relevant interpretation according to defined methodology,
  • Contribute to reporting on achievement of objectives and impact (internal and external reporting).  
  • Provide the Project Manager with a weekly report on referrals management
  • Ensure clear and accessible archiving of the beneficiary files related to the referral.


  • Hold information sessions with affected communities to diffuse accurate information about available services in the area.
  • Include people with disabilities and other people with vulnerabilities to these sessions to understand their needs, lack of services, inform them for available services and procedures to access the services.
  • Inform other stakeholders about the basic needs of the communities and liaise with them for the provision of these needs.


  • Confidentiality: Respect and keep confidential all relevant information of beneficiaries and get their consent if there is a need to share information (except for life-threatening situations).
  • Respect and promote HI’s policies such as the HR, Logistic, Admin, Security and report to your line manager any violation of HI policies amongst teams or partners.
  • Report any incident or act that causes or may cause harm to beneficiaries or others.
  • Address needs and requests in a professional manner.
  • Only interact with children in the presence of their parent/caregiver.
  • Always respect a refusal of treatment.
  • Contribute to the culture of a constructive, holistic team.
  • Ensure reporting of problems, challenges, or constraints in project implementation and execution of tasks and responsibilities to direct line manager.
  • Participate in needs assessments for new projects to be developed and in adaptation of existing projects when needed.

Note: This job description requires a very high level of flexibility and is subject to evolve in order to respond to additional tasks or changes as identified by the line manager and according to the needs. A high degree of flexibility is required from successful applicants.

Required profile

Professional competencies required

  • Degree in Social sciences or degree in another related field with at least 2-3 years of practical experience in case management preferably with INGOs.
  • Other certificates demonstrating evidence of professional experience and improvement in the field of expertise
  • Knowledge of referrals mechanisms
  • Knowledge of center based approach and community based approach
  • Experience in the Health sector is an asset
  • Positive attitude and ability to work well in a multidisciplinary sector is essential.
  • Excellent communication skills: written and oral (knowledge of English and Arabic is mandatory)


  • Experience in working with Health (including MHPSS) and Protection actors.
  • Experience in delivering case management services in the context of Yemen.
  • Experience in coordination among different actors.
  • Demonstrated attention to activity tracking detail, ability to follow procedures, meet deadlines and work independently and cooperatively with team members is required.
  • Capacity for organizing and cataloging information is essential.
  • Excellent data analytical skills and interpretation.
  • Proficiency with MS Office software required (Outlook, Word, Excel, PowerPoint)

Personal competencies required

  • Ability to work within a team of people from different cultures, gender, religion and background.
  • Flexible and able to work well under pressure.
  • Capacity to analyze, judge, and make strategic decisions
  • Excellent communication skills
  • Good educational/teaching skills
  • Motivated, able and willing to take initiative
  • Time management skills
  • Ability to work autonomously to drive completion of tasks/objectives
  • Willingness to learn and develop professionally
  • Adaptability to special situations or demands (e.g., additional reporting, roving assignment, etc.)

The above mention tasks and responsibilities remain flexible, and might be adjusted according to the mission and projects priorities.

Willingness and ability to travel

  • Travel in and around Aden and LAHJ governorates may be required in order to provide technical support to field teams that are based in other geographical areas.
  • On occasion, overnight stays outside of Aden city (where operations are presently based) may be required.


Note that working time is related to country HI policy.


HI’s Yemen mission implements activities in a sensitive environment regarding the safety and security of HI staff and assets. HI employees commit to observe the utmost respect for personal and professional ethics, to adhere to the humanitarian principles of neutrality and impartiality, and to ensure necessary levels of discretion are used within and outside working spaces. Employees who fail to respect this clause could face disciplinary action and/or immediate dismissal.

Any breach of the above mentioned responsibilities, of the Internal Regulation or of Terms and Conditions of Engagement may be sanctioned by a written warning or immediate dismissal, if appropriate.

Job Conditions

  • The salary will be defined according to HI’s existing salary scale
  • Based in Aden, with frequent movements to the field
  • 30 days leave/year + benefits (transport allowance, health insurance, life insurance)
  • The working hours are the following: 8:00 to 16:30 (with 30 minutes lunch break) from Sunday to Thursday.
  • Note that working time can go up to 48 hours per week (according to the Yemen labor law) if it is required by the volume of activities and by the line manager.   
How to Apply
  • Interested candidates may please send their CV with cover letter in English, with the reference in the email subject: YEME/HR/2020/PROG/CASEMANAGEMENTOFFICER/ADENBASE+ Applicant full name
    Deadline for applications is 11:30 pm on (Tuesday 14th January 2020)
  • Please address all applications to: Recruitment-yemen@yemen.hi.org
  • Please note that only shortlisted candidates will be contacted. 

Handicap International, is committed to diversity and inclusion within its workforce, and encourages qualified female and male candidates, including persons living with disabilities, to apply to become a part of our organization. Please note that only shortlisted candidates will be contacted.

  • Employer: Handicap International
  • Category: Development/Non-Profit
  • Location: Aden
  • Posted on: 5 January 2020
  • Deadline: 14 January 2020