MAIN RESPONSIBILITIES
Reception and Intake:
Monitor and acknowledge all requests / alerts / complaints received via the existing channels of reporting (email, WhatsApp, etc.) within 24-48 hours
Maintain a clear record and database of all incoming requests / alerts /complaints assigning a reference Number for each
Assess if the minimum intake criteria for each request/alert/complaint have been met and highlight any missing information or additional details that may be needed
Establish the implications if any on the legal scope of the complaint based on the contract of the parties concerned
Undertake an initial risk assessment for all parties and preliminary investigation assessment concerned and for MSF and in consultation with the Case Management Manager establish a risk-based prioritization of allegations.
Engage the Complainant and/or reporter when clarification of complaint details is required, ensuring confidentiality. Document all relevant intake information, including collected evidence, for preliminary assessment of allegations. Gather additional information, if needed, to evaluate the relevance and credibility of the complaint
Produce high-quality case assessments in line with MSF standards, ensuring compliance with the Intake Standard Operating Procedures. This includes documenting minutes of interactions with the Complainant and other informants, as well as providing justifications for case closure or referral
Inform the Complainant of the decision to investigate or refer, prior to obtaining their consent
Perform regular reports and provide statistics on cases reported, typology, cases closed and referred at intake and cases retained for investigation.
Participate in Case Management Team meetings and conduct case investigations as requested by the Case Management Manager when required.
Ensure adherence to the key principles of (1) Do No Harm, (2) Zero Tolerance, (3) Survivor-Centered Approach, and (4) Confidentiality at all times and as far as possible
Referral to other departments/units:
Coordinate guidance and technical feedback with the following functions: Legal, Duty of Care, Human Resources, Finance (Field Resources Risk & Internal Control), as well as other relevant departments referents in relation to case intake and/or referral of matters that fall out of the Safeguarding Unit scope for consideration by other units including on prevention, awareness and response activities
Archiving and Data Protection
Ensure all closed cases are properly documented, including files, attachments, and other necessary materials, and are securely filed and archived in the backup drive
Implement and adhere to all relevant measures, precautions, and instructions required by the MSF/OCB Data Protection Policy
Ensure IT protection systems and measures mandated by the IT department are implemented, reviewed, and monitored, highlighting any risks to the Safeguarding Lead as necessary
Support to the Ethical Committee
Provide punctual IT access and support, including access to additional information, as needed by members of the Ethical Committee
Other tasks
Contribute to the ongoing development of case management practices in collaboration with the Case Management Team within the Safeguarding Unit
Participate in the development and improvement of the case management guidelines and Intake Standard Operating Procedures
Participate in the development of training material on case management
Participate in the development, implementation of the reporting mechanism line
REQUIREMENTS
Education and experience
Bachelor's degree in human Rights, Human Resources, Law, Business Economics -Accountancy, Supply or equivalent through experience
Certification as investigator (CHS Tier 3, CFE/ CFF/ CPA/CCEP or equivalent)
Minimum 3 years of international administrative investigations experience
Minim 3 years' experience conducting investigations on SEAH and other Abusive Conducts and Inappropriate behavior in the Aid Sector.
Minimum 3 experience in gathering and examining forensic, financial and electronic evidence is an asset
Three years' experience in conductive interviews with complainant, survivors, witnesses and subjects of the complaints in multicultural environments is an asset
Previous work experience with MSF is an asset
Competencies
Strong reading and evaluative skills
Able to be organized, detail-oriented, and self-prioritize
Able to evaluate case information
Strong interpersonal and communication skills