The Case Lead supports refugee individuals and families through comprehensive case management, especially for complex and sensitive cases. This includes client assessments, developing response plans, inter-agency coordination, and team support within a trauma-informed, rights-based framework.
Responsibilities
A. Case Management and Client Support (70%)
Manage caseloads, including complex cases (e.g., GBV, homelessness, chronic illness, deportation risks).
Conduct assessments and develop individualized response plans.
Provide trauma-informed, dignified support.
Document activities using approved tools.
Coordinate timely and appropriate service delivery.
B. Technical Peer Support and Oversight (20%)
Provide guidance to Case Officers.
Assist with case triaging and team coordination.
Support internal learning and quality assurance.
Promote safeguarding and standards adherence.
C. Advocacy and Referral Network Engagement (10%)
Represent the organization in coordination meetings.
Strengthen partnerships and referral systems.
Advocate for access to services and systemic improvements.
Requirements
Bachelor’s degree in Social Work, Psychology, Development Studies, Human Rights, or related fields.
2–3 years’ experience in case management.
Understanding of refugee protection and service systems in Malaysia.
Excellent communication, interpersonal, and organizational skills.
Team-oriented, culturally competent.
Fluency in English and Bahasa Malaysia (spoken); additional languages like Rohingya, Burmese, or Arabic are a plus.
Commitment to inclusion, dignity, and empowerment.
