Service Delivery Coordinator

Posted 9 months ago by SEED Foundation
Location Erbil Job Type Permanent
Salary Sector Operations , NGO
Job Title: Service Delivery Coordinator - EXPAT Position
Type of position: Full time - 40 hours per week, plus on-call responsibilities
Length of Contract: 12 Months 
The STEPS Center is a shelter for survivors of trafficking and those at-risk exists to protect, empower, and support the recovery and reintegration of survivors and those at-risk of human trafficking. The STEPS Center exists through a public-private partnership between SEED and the Kurdistan Regional Government. The objectives of the shelter are to 1) provide safe shelter to survivors and those at-risk; 2) provide comprehensive services to survivors necessary to support their recovery and reintegration goals, including services for physical health, mental health, legal support, economic empowerment, social support, and long-term housing options; and 3) equip residents to know and claim their rights. The shelter staff are committed to providing services that are survivor-centered, rights-based, trauma informed, and non-discriminatory.
The Service Delivery Supervisor will provide coordination and mentorship to a team of case managers and nurses providing around the clock services to survivors and those at-risk of trafficking. The Service Delivery Supervisor will also provide direct services to residents, supporting challenging and complex cases. The successful candidate must be compassionate, confident, diligent, trustworthy, resourceful with experience providing case management services to survivors of violence and vulnerable individuals. The Service Delivery Supervisor must be willing and interested to work with team members and residents of different religious, ethnic, cultural, educational, and socio-economic backgrounds. All services will be provided in accordance with international ethical standards. 
Team Management and Supervision - 60%
  • Create and maintain a welcoming and safe environment within the shelter, which reflects awareness and understanding of different religions, cultures, and experiences of residents.
  • Support the Shelter Manager in ensuring that all referrals received are assigned to a Case Manager for assessment prior to entry into the shelter.
  • Participate in the Admissions Committee to review assessments for individuals requesting shelter assistance and lead Committee, as needed.
  • Provide consistent supervision to Case Managers and Nurses to ensure quality care is provided to residents and that appropriate referrals are made, ensuring any clinically complex cases are referred for consultation and implementing case conferences regularly.
  • Identify capacity development needs of staff, make recommendations for meeting identified needs, and provide training in collaboration with management.
  • Monitor case management files to ensure timely and accurate reporting.
  • Lead the development and implementation of psychosocial support activities within the shelter.
  • Ensure 24/7 coverage of case management and nursing staff at the shelter.
  • Ensure service delivery within the shelter is in line with SEED and STEPS Center values and operating principles.
Direct Service Provision - 30%
  • Provide confidential case management services to residents in line with shelter values and operating principles.
  • Conduct thorough needs assessments to understand resident strengths and needs as well as their goals.
  • Provide confidential ongoing MHPSS services to residents and their families, as needed, to include the collaborative development of a Case Plan using SMART goals.
  • Facilitate referrals to partner agencies providing services in accordance with shelter policy, as needed per each individual case. 
  • Document all interactions with residents and other contacts in relation to a resident’s case in accordance with the shelter’s case management system.
  • Develop and facilitate effective group sessions, as relevant to the population being served.
  • Participate in the development and implementation of outreach and community engagement plans as requested
  • Support the development and utilization of location-specific service mapping and referral pathways.
Coordination, Influence, and Organizational Representation - 10%
  • Maintain good working relationships with all partner organizations, women’s committees and other community‐based groups, to facilitate referrals and support related and/or joint activities.
  • Attend relevant external cluster meetings, training sessions, and other events to represent the STEPS Center and gain knowledge needed to ensure high quality service delivery.
  • Provide reports on all activities.  
  • University degree in social work, psychology or a related field.
  • Minimum 3 years of professional experience as a social worker or caseworker/case manager, preferably with survivors of gender-based violence.
  • Knowledge of case management, community outreach, psychological services, and referral pathways.
  • Experience working with survivors of violence and other populations experiencing a lack of social protection and social inequalities; experience with victims of trafficking a plus
  • Counseling experience and/or experience providing psychological first aid a plus.
  • Strong belief in human rights and gender equality.
  • Good interpersonal skills including ability to gain trust and build relationships.
  • Strong ability to work independently, including ability to multitask, prioritize competing tasks, and manage time effectively
  • High standard of spoken and written English; Kurdish and/or Arabic a plus
  • Good computer skills, including the use of email and Microsoft Word and Excel
  • Ability to work in a stressful setting and adapt quickly to changing environments

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SEED Foundation


About SEED Foundation: SEED Foundation (SEED) is a registered charity in Erbil, Iraq, whose mission is to promote Kurdistan Region’s (KRI) social, educational and economic development, Kurdish cult...

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