JOB SUMMARY:

The Senior Case Management Officer is responsible for supervising and supporting INARA’s case management and MHPSS staff in Türkiye while directly managing and following up medical cases in Ankara. The position ensures that children and their families receive coordinated, timely, safe, and high-quality support throughout assessment, treatment, recovery, and case closure. The role provides day-to-day supervision to Case Management Officers and MHPSS Officers, reviews case documentation and service quality, coordinates closely with hospitals and service providers, and maintains an active caseload in Ankara. The position also verifies hospital and treatment-related expenses against services received, reconciles case expenditures and cash advances with Finance, prepares donor-required case and program reports, and works with Partnerships/Program Management and Communications to ensure reporting, case stories, and communication materials are accurate, timely, and appropriately documented.

KEY RESPONSIBILITIES

Case Management, Medical Follow-up & Care Coordination

Manage an active caseload of children receiving medical support in Ankara, ensuring continuous follow-up from intake and assessment through treatment, rehabilitation, recovery, referral, and case closure.
Conduct and/or review comprehensive assessments of children’s medical, psychosocial, protection, social, and practical needs and develop individualized care plans in coordination with children, caregivers, medical providers, and relevant INARA staff.
Coordinate appointments, diagnostics, procedures, hospitalization, rehabilitation, medication, referrals, transportation, and other treatment-related needs, and follow up with hospitals and service providers to ensure continuity and quality of care.
Maintain regular contact with children and caregivers, provide practical guidance and support, explain treatment pathways and next steps, and ensure that changes in needs or treatment plans are communicated promptly.
Advocate for children and families with hospitals, healthcare providers, social services, and other relevant actors to address barriers to care and secure appropriate services.
Ensure timely identification and escalation of safeguarding, protection, medical, or psychosocial concerns in accordance with INARA policies and referral pathways.
Ensure medical and MHPSS services are coordinated as part of an integrated, child-centered case management approach.
Team Supervision, Technical Oversight & Quality Assurance

Provide direct day-to-day supervision to Case Management Officers and MHPSS Officers, ensuring clear work planning, appropriate caseload allocation, service coverage, and accountability.
Conduct regular team meetings, individual supervision, case review sessions, and multidisciplinary discussions to monitor progress, address complex cases, and support sound case management decisions.
Review case files, assessments, care plans, follow-up notes, referrals, service records, and closure documentation to ensure completeness, accuracy, confidentiality, and compliance with INARA standards.
Monitor staff caseloads, case progress, service timelines, and follow-up actions, and intervene where delays, gaps, risks, or quality concerns are identified.
Provide coaching, technical guidance, and practical support to staff; identify capacity-building needs and support learning and consistent application of case management and MHPSS procedures.
Promote a supportive, respectful, and accountable team environment and ensure adherence to safeguarding, confidentiality, data protection, professional boundaries, and organizational policies.
Coordinate with relevant managers on staff performance, workload, operational challenges, and corrective actions where required.
Hospital & Service Provider Coordination

Establish and maintain effective working relationships with hospitals, doctors, rehabilitation providers, pharmacies, laboratories, and other service providers supporting INARA children.
Confirm treatment plans, services delivered, follow-up requirements, and relevant medical documentation with providers, while maintaining appropriate confidentiality and informed consent.
Review hospital invoices, treatment bills, and related medical expenses against the treatment and services actually received by each child, flagging discrepancies or unclear charges for clarification before processing.
Support resolution of service delivery issues, appointment delays, documentation gaps, or billing discrepancies in coordination with hospitals, Finance, and relevant INARA colleagues.
Case-related Financial Reconciliation & Cash Advances

Work closely with Finance on a regular basis to reconcile medical and case-related expenditures with approved treatment plans, supporting documents, and services received.
Maintain clear records of treatment-related expenses and provide the programmatic and case documentation required to validate hospital, pharmacy, transportation, accommodation, and other approved day-to-day medical costs.
Manage and clear cash advances received for children’s treatment and day-to-day medical expenses in a timely manner, ensuring that receipts and supporting documentation are complete and submitted in accordance with INARA procedures.
Follow up on outstanding advances, missing documentation, discrepancies, or corrections with Finance and relevant staff until fully reconciled and cleared.
This role verifies and reconciles case-related costs but is not responsible for program budgeting, financial management, or budget ownership.
Monitoring, Documentation & Donor Reporting

Maintain accurate, complete, and up-to-date beneficiary records, medical follow-up information, service documentation, consent records, and case progress notes in accordance with INARA’s data protection and confidentiality requirements.
Track case progress, treatment status, outputs, outcomes, pending actions, and relevant indicators and ensure reliable information is available for internal monitoring and donor reporting.
Prepare monthly and quarterly reports on children and case management activities using existing donor templates, ensuring that information is accurate, evidence-based, complete, and submitted on time.
Share completed reporting inputs and supporting information with the Partnerships and Program Management Department for review, consolidation, and donor submission.
Maintain and follow a clear calendar of donor reporting deadlines and required case-related deliverables, including narrative inputs, beneficiary information, case updates, and communication materials.
Provide timely clarifications, case data, and supporting documentation requested by Partnerships/Program Management for donor reports, reviews, monitoring visits, or audits.
Communications, Case Stories & Visibility

Work closely with the Communications Department to identify appropriate treatment journeys, case stories, milestones, and impact examples that can be documented in line with consent, safeguarding, confidentiality, and dignity standards.
Coordinate access to accurate case information and appropriate follow-up with children and caregivers so that treatment progress and case stories are captured responsibly and without disrupting care.
Review case-related facts in communication materials for accuracy and ensure that medical and treatment information reflects the services actually received.
Track and follow up on donor deadlines for required communication, visibility, case-story, photo, video, or other program materials, coordinating with Communications and Partnerships/Program Management to ensure timely completion.
Cross-Departmental Coordination

Work closely with Program Management, Partnerships, Finance, Communications, Administration, and Operations to ensure coordinated support to children and timely completion of case-related actions.
Participate in relevant internal meetings and provide concise updates on case progress, team workload, treatment challenges, reporting requirements, and issues requiring management attention.
Support coordination with external service providers and relevant actors where this directly contributes to referral pathways, continuity of care, or improved services for children.
REQUIREMENTS & QUALIFICATIONS

Qualification

Bachelor’s degree in Social Work, Psychology, Nursing, Public Health, or another relevant field; a Master’s degree is an asset.
Strong understanding of child-centered case management, care coordination, safeguarding, confidentiality, and data protection.
Strong organizational, interpersonal, communication, and problem-solving skills, with the ability to manage competing priorities and sensitive cases.
Fluency in Turkish and strong working proficiency in English are required; Arabic is a strong asset.
Ability to work on-site in Ankara and to travel locally to hospitals and service providers as required.
Experience

Minimum 5 years of relevant experience in case management, medical care coordination, protection, MHPSS, or humanitarian programming, preferably with an international NGO.
Demonstrated experience supervising case management, MHPSS, social work, or multidisciplinary teams.
Proven experience coordinating medical cases with hospitals and healthcare providers and following treatment pathways and patient needs.
Experience reviewing case documentation and treatment-related supporting documents and coordinating expense reconciliation with Finance.
Experience preparing accurate narrative or beneficiary-level reports using donor or organizational templates and working to fixed reporting deadlines.
Experience working with children and families affected by conflict, displacement, disaster, or other vulnerabilities is strongly preferred.

Interested candidates are invited to submit their CV and a cover letter outlining their qualifications and motivation for the role to INARA Recruitment. Please include the position title “Senior Case Management Officer” in the subject line of your email.