Case Management Specialist

MSF Eastern Africa is looking for a Case Management Specialist

Do your skills and experience not precisely match the requirements? At MSF EA, we strive to create a safe, diverse and inclusive workplace, recognizing the need to increase access to professional opportunities for historically underrepresented groups. If you're interested in this position but your experience doesn't align perfectly with the selection criteria, we encourage you to apply anyway. You might be the ideal candidate for this or other positions.

Firmly committed to Safeguarding patients, community members, staff and all those in contact with the organization from all forms of abuse including Sexual Exploitation, Abuse, and Harassment (SEAH), we will take all necessary steps to ensure that confirmed perpetrators of abuse will not join the organization, enabled through rigorous vetting processes.

For this position, contact level with patients and children is categorized as Medium Risk and will be monitored with this in regard.

Introduction

Médecins Sans Frontières/Doctors Without Borders (MSF) is an international independent medical humanitarian organisation that provides assistance to people affected by conflicts, epidemics, and natural or human-made disasters and excluded from healthcare. We provide this assistance without discrimination, irrespective of race, religion, creed or political affiliation.

About MSF Eastern Africa

MSF Eastern Africa is the regional institutional office of MSF. It focuses on representation and networking, recruiting and supporting staff from the region, communications and fundraising, as well as working on other dossiers of importance to MSF such as Diversity, Equity and Inclusion (DEI), Data Protection, mutualization, training, medical operational support and environmental health.

Rationale/Objective for Position

This position will be hierarchically and functionally accountable to the EDI & Safeguarding Unit Lead.

The Case Management Specialist is responsible for managing Safeguarding investigations and other measures in line with MSF global and context/entity specific principles and procedures, with emphasis on strengthening the triage process and follow up on institutional learning. They will coordinate the MSF Eastern Africa pool of investigators and provide administrative and logistical support during investigations carried out with the support of its members.

Tasks & Responsibilities

Technical and Operational Responsibilities

Case Management and Investigation

• Supervise Safeguarding investigations on abuse in the context of Eastern Africa HQ and country program partner, according to MoU’s in place or specific requests from missions.
• Receive, review, categorize and process incoming complaints, concerns and alerts of abuse and inappropriate behavior from staff members and associated personnel.
• Respond and follow up with complainants and/or whistleblowers to gather information in relation to the cases, as deemed appropriate.
• Conduct and as needed update the risk assessment in collaboration with the investigative team.
• Ensuring proper documentation management, following the principles of confidentiality and data protection.
• Manage communication with relevant stakeholders, such as Complainant/Survivor, Alleged Subject of Concern, Whistleblower/s) during the intake of a complaint, the investigation process and the closure of the case.
• Coordinate meetings and minutes with the Safeguarding Committee.
• Present findings and recommendations to the DMA.
• Coordinate the MSF Eastern Africa pool of investigators and provide administrative and logistical support during investigations.
• Advise HR management on timely escalation of disciplinary, grievance and underperformance issues to other Departments, missions and their follow-up.
• Support HR management on its procedures in relation to grievances, conflict and team dynamic.
• Compile and maintain an up-to-date overview of relevant national labor laws in missions and contracting sections.

Record-keeping and Reporting

• Ensure the closing of the cases and archive all related documents in line with appropriate Data protection regulation.
• Update the Case Management database in a timely manner to allow reporting on cases and identification of trends.
• Maintain accurate and up-to-date files to facilitate case reviews and communications.
• Liaise with HR management in the field on record keeping and reporting.

Policy, Capacity & Accountability Development

• Support the development and strengthening of policies related to case management for Safeguarding investigations as well as other mitigating measures to manage complaints.
• Identify and develop supportive tools and learning modules for relevant stakeholders in relation to the investigation process, such as Country Program leadership staff, Cell management, and Decision-Making Authority (DMA).
• Support development of tracking tools to support implementation of corrective measures and lessons learnt.

Qualifications

Education

• A Bachelor’s Degree in Behavioral Science, Social or Organizational Science, Human Rights, International Development, Law, Education, or Similar Field, from a recognized Institution.
• Specific education/certification related to Safeguarding (CHS, OSACO, etc.) is a strong and added advantage, in particular on conducting Safeguarding investigations

Experience

• At least 5 years of experience in Safeguarding, Protection or GBV.
• Working experience from programming contexts in East or Central Africa is a strong asset.
• Experience advising on risks and risk mitigation regarding investigations into allegations of abuse.
• Proven track record in leading and conducting workplace administrative investigations in the Humanitarian sector.
• Experience in supporting / conducting Safeguarding training/workshops.
• Experience of conducting Safeguarding audits and/or self-assessments is desirable
• Knowledge of Safeguarding principles and capacity.
• Proficiency in English is mandatory. Proficiency in French is highly desired, and knowledge of Kiswahili and/or other language is an added advantage.

Competencies

Technical Competencies

• Ability to conduct and manage Safeguarding investigations, following due process and in a timely manner.
• Ability to support assessments of practices and procedures related to Safeguarding investigations and case management.
• Ability to review and develop policies, procedures and learning material in relation to investigations and case management, with support and guidance from the Unit team.
• Ability to demonstrate high level of maturity, integrity and empathy while applying confidentiality at all times.
• Strong analytical and advisory skills and the ability to translate complex analyses into concise, clear and actionable conclusions and recommendations
• Ability to develop case strategies, conduct investigative interviews and deliver investigation reports of high quality and within short deadlines
• Cultural understanding and sensitivity for context when engaging on behavioral expectations
• Ability to integrate EDI strategies and practices in area of work responsibilities, while utilizing relevant data to gain insights into informed decision making.

Behavioral /General Competencies

• Respectful and appropriate behavior in support of MSF Behavioral Commitments.
• Commitment to MSF’s Values and Principles, to our vision and mission of promoting the rights and well-being of patients and community members at risk.
• Ability to work in a multicultural environment successfully and to demonstrate commitment and support for diversity, gender-responsive, inclusive, and non-discriminatory behavior and attitudes
• Ability to engage in on-going self-reflection and proactive approach to advance on Equity, Diversity and Inclusion (EDI) related knowledge and skills.
• Integrate EDI & Safeguarding strategies and practices in areas of work responsibility, while utilizing relevant available data to gain insights for informed decision making at all levels.
• Ability to inspire and build collaborative working relationships.
• Ability to handle highly sensitive situations and confidential information diplomatically and discreetly.
• Ability to work independently and take initiatives.
• Ability to multitask and work with multiple deadlines
• Ability to manage conflict constructively and effectively.
• Excellent listening and organizational skills.
• Excellent written and verbal communications skills.
• Results and Quality Oriented.

What We Offer:

• Contract: A 2 years (renewable) full-time employment contract through MSF East Africa Section Office in Nairobi, Kenya.
• Salary: An annual salary of EUR 27,145 at HQ Grade 8 based on a full-time appointment with an annual increment of 2% every year up to a maximum of 10 years.
• Work-life balance financial benefit; ranging between EUR 620 to 1,159/month based on individual & administrative status. This amount may be used to cover accommodation and utilities, transportation, etc.
• Other benefits include;
  • Annual Leave: 25 days of annual leave per year.
  • Other Holidays: sick leave, circumstantial leave, maternity leave (21 weeks), paternity leave (4 weeks), own affairs days off, etc.
  • Employer Pension contribution: 10% of basic salary:
  • International insurance for both medical and disability**.**
  • Relocation support for non-Kenyan residents; based on MSF EA terms/conditions. Only applicable if the contract is more than 1 year.
  • Work-life balance: Daily flexi-hours and 2 days working from home possible.
  • School fees benefits: for eligible dependents, based on individual & administrative status.
  • Diverse team composition; Collaborate with a global network of talented professionals, bringing diverse perspectives and expertise from around the world.
  • Career Development: MSF provides many learning resources (online learning resources, regular trainings – including language, Peer to peer learning.
  • Mobility: You will have opportunities to travel abroad for work, meetings, trainings and workshops; giving you a chance to experience different cultures and broaden your professional network.
  • Annual home leave ticket: To be taken once every year for both staff and eligible dependents back to their home country for vacation. Only applicable to non-Kenyans and based on individual & administrative status.

How to apply

• If you recognize yourself in this profile, we welcome you to apply directly via this link or from the MSF EA website, ReliefWeb, LinkedIn, or the MSF International website.
• Applicants are required to upload a Letter of Motivation + Curriculum Vitae (in English) in PDF format as one combined document.
• The closing date for applications is on 09th of December 2025.
• If you have any questions regarding your application, please contact recruitment@nairobi.msf.org before the vacancy closing date. Kindly use this email only for technical issues related to your application, for example, if you do not receive an automated response or encounter problems uploading documents. Applications sent directly to this email will not be considered.

Information

The protection of your personal data is important to MSF. By submitting your application, you consent to MSF using your personal data only for the recruitment process to have all the information and documents necessary to proceed with the recruitment, validation of your application and selection of the most suitable candidate. Your personal data will be treated confidentially. MSF will not use your personal data in any other way not foreseen for purposes of recruitment.

MSF is an equal opportunity employer and does not charge any application/ recruitment fee.

Lately, MSF is a civil society initiative that brings together individuals committed to the assistance of other human beings in crisis. As such MSF is by choice an association. Each individual applying for MSF roles does it out of conviction and is ready to uphold the values and principles of MSF.