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Profile Psychosocial Case Manager

Profile Psychosocial Case Manager

Special advertisement open for candidates interested in temporary opportunity for 6 months in Geneva.

Location: UNHCR Headquarters, Geneva, Switzerland

Grade: Mid (P3) Level Position 

Start Date: ASAP, no later than 1 September 2018


The United Nations High Commissioner for Refugees (UNHCR) is mandated to lead and coordinate international action to protect and assist refugees and other persons of concern. It is constantly seeking talented, compassionate candidates with high-integrity to strengthen its capacity to respond urgently to crises with the right skills. Given the nature of UNHCR's work, it is essential that its workforce has the right mix of skills and qualities to fulfil its mandate.
UNHCR is committed to eradicating sexual exploitation and abuse (SEA), and sexual harassment (SH) in the workplace and has adopted in May 2018 a Strategy and Action Plan on addressing SEA and SH containing a series of accelerated measures in this regard. One strategic goal is to provide, through robust internal systems, a diligent, appropriate and sensitive response to all incidents of SEA and SH that places the rights and protection of victims, survivors and persons directly affected at the centre of our actions. A key measure in this people-centred approach is to establish a psychosocial case management system to ensure that persons who report SH are individually supported throughout the reporting and complaints journey and do not feel overpowered by any real or perceived hurdles of the process. The psychosocial case manager will contribute to greater confidence in the way UNHCR responds to complaints of SH and, in turn, address the issue of underreporting.

Role of Psychosocial Case Manager:

In UNHCR, different mechanisms are well-established to manage cases on an individual basis, through both formal and informal routes, and with different entities handling specific aspects of a complaint. It is therefore likely that, in addressing a case, several entities will be involved. These include (but are not restricted to) the Inspector General's Office (IGO), the Ethics Office, the Ombudsman's Office, the Legal Affairs Service, the Field Security Service, and in the Division of Human Resources Management, the Staff Welfare Service, the Medical Service, the Human Resources Staff Services and the Director's Office. While it is important that any complainant can benefit from the particular expertise of different entities, the multiplicity of contact points and respective correlated actions may be cumbersome and/or confusing. In seeking to improve the complainants experience of the reporting and complaints process, UNHCR is establishing a PCM function.

The Psychosocial Case Manager will be offered as a support option to complainants and, upon request:
- Support the complainant to understand options and navigate UNHCR's internal system;
- Liaise with the different services involved in a complaint to ensure coordinated action on the case and the best experience for the complainant;
- Assess risks related to the complaint and collaborate with entities involved to mitigate or resolve these risks;
- Accompany the complainant until the case is resolved or closed.
Unless agreed differently, the PCM can be the sole focal point for communication to the complainant.
The PCM has a coordination and communication role, but will not substitute the psychosocial counseling services available both in-house and through an external service provider. Those will remain available through the Staff Welfare Service.

Supervision and Working Relationships:

- The PCM will be working under direct technical supervision by the Chief of the Staff Welfare Section of the Staff Health and Welfare Service in the Division of Human Resources Management.
- The PCM will be a member of the Working Group on Sexual Exploitation and Abuse and Sexual Harassment, led by the Senior Coordinator on SEA and SH and will contribute to the design, implementation and evaluation of the measures for prevention and response to SH.
- The PCM will work closely with the Inspector General┬┐s Office, the Ethics Office, the Office of the Ombudsman and the Legal Affairs Service in order to design collaboration protocols on case management.
- In carrying out its functions, the PCM will collaborate with the Staff Health and Welfare Service team and with other relevant DHRM entities (e.g. Personnel Administration Service, Assignments and Talent Mobilization Service).

Responsibilities include:

The Psychosocial Case Manager will:
(a) as a matter of priority, establish standard operating procedures (SOPs) for case management in UNHCR, including trigger mechanisms, protocols for collaboration with all case management stakeholders and with the Working Group on SEA and SH; as well as reporting/analysis requirements.
(b) Provide support to complainants through case management, as per the role defined in point 2 above: carry out assessment of complaints-related needs and risks; provide guidance in relation to procedures and services available; support complainants in decision making; liaise with other services involved in response and coordinate their action with the complainant to meet the complainant's needs.
(c) Contribute to develop, with relevant stakeholders, a process for centralized, systematic capture of anonymized data related to sexual harassment with the aim to enhance UNHCR's risk and trends analysis capacity. This system will complement the case management system already in place within the Staff Welfare Section.
(d) In relation to the centralized system described above, act as a focal point in charge of data collection, management and analysis to build a picture of the typology and geographical prevalence of sexual harassment and provide at a minimum a monthly analysis report (and more regular ad hoc reports as necessary) to a "Support Group" composed of the Inspector General's Office (IGO), the Ethics Office, the Ombudsman's Office, the Director of DHRM, the Staff Welfare Service, the Legal Affairs Service, the Senior Coordinator on SEA and SH and the Chief Risk Officer.

Minimum Qualifications and Professional Experience Required:

- Advanced University degree in social work, psychology or counselling
- Minimum five years of previous job experience relevant to the function
- Demonstrated clinical experience
- Desirable working experience on prevention and response to sexual harassment in the workplace
- Proficiency in English and working knowledge of French, with very good drafting skills.
- IT skills: ability to work with Microsoft Office

Desired Skills and Experience:

- Experience in interdisciplinary coordination/case management in the social or clinical setting.

The UNHCR workforce consists of many diverse nationalities, cultures, languages and opinions. UNHCR seeks to sustain and strengthen this diversity to ensure equal opportunities as well as an inclusive working environment for its entire workforce. Applications are encouraged from all qualified candidates without distinction on grounds of race, colour, sex, national origin, age, religion, disability, sexual orientation and gender identity.
Before applying, please make sure that you have read the requirements for the position and that you qualify.
Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.
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  • Organization: UNHCR - United Nations High Commissioner for Refugees
  • Location:
  • Grade: Level not specified
  • Occupational Groups:
    • Managerial positions
    • Public Health and Health Service
  • Closing Date: 2018-07-24

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