Case Management Manager – Safeguarding Unit

CONTEXT 

MSF's mission is to alleviate suffering, promote health, and save lives. To achieve these goals, it is essential to uphold the highest standards of ethics and behavior. Staff, while providing aid to vulnerable populations, are expected to adhere to a common framework of value and Responsible Behavior: which is concerned with people's actions on an individual level as per MSF Behavioral Commitments. 

In 2023, the MSF Operational Center Brussels (OCB) resolved, as per the OCB General Assembly's, OCB Strategic Orientations 2020 – 2023 and as per the “Review of OCB Behavior systems” finalized in December 2023 and approved in March 2024 by the OCB Committee of Directors and in June 2024 by the Board, to evolve its ethics and behavior management carried out by the Group for Advice and Research in Ethics and Conduct  into a Safeguarding  Unit, in synchronization with the advancement of Safeguarding across the MSF movement. 

Following this decision, the project “Safeguarding Unit Transition” initiated in September 2024 supported by a Project Manager and kicked off in December 2024 with two objectives: 

The main objective is to develop a Safeguarding Unit, a structure that is embedded in the General Directorate of the Operational Center Brussels and accountable towards the MSF Board with the following areas of responsibilities: Prevention, Case Management & Investigation, Policies and Strategies for both Headquarter and Field staff.

The specific objective is to transition from the Group for Advice and Research in Ethics and Conduct, which is the entity that since 2001 works as a multidisciplinary and independent group of associative and executive volunteers who receive and investigate complaints related to behavior and abuse in the field, to the Safeguarding Unit, in alignment with MSF Forms of Abuses and Inappropriate Behaviors IPOB July 2021 and Safeguarding Standards. 

The development of the OCB Safeguarding Unit is and will be an ongoing process, foreseen to continue throughout the MSF OCB 2026-2031 Strategic Orientations with the ambition to include a phased integration in OCB to increase synergies and reinforce processes and procedures.

As the Case Management Manager, you will be responsible for team management including supervision of the investigators and the intake officers. You will also ensure that case management is performed    for abuses and inappropriate behaviors as defined by the MSF International Platform of Behavior (IPOB), ensuring MSF Standards of Case Management and Investigations are followed and all reports are addressed professionally and promptly.

You will develop and revise Case Management Guidelines and Standard Operating Procedures while liaising with internal and external support services. You will report to the Safeguarding Lead and manage the Intake Officer and Investigator(s).

MAIN RESPONSIBILITIES

• Ensure that all reported complaints are recorded, addressed, and handled and that severe allegations (eg. SEAH, affecting minors/beneficiaries etc.) are immediately reported to the Safeguarding Lead

• Ensure technical advice and support for his/her area of activity to all actors involved in case management

• Ensure the application of any temporary and or risk mitigating measures and refer the complainant/person affected to the proper channel to receive psychosocial and medical support

• Coordinate with support services in other OCB departments for referral of cases and follows up on action that impacts on survivors

• Coordinate and manages the internal and external investigation teams and the intake officer/s.

• Supervise investigations with the investigation teams, validate investigation plans, draft TOR for external investigations and perform Quality Assurance of investigation reports

• Coordinate presentation of the cases outcomes with the Ethics Committee and Decision-Making Authority

• In charge of guaranteeing the quality and respect of the procedures and standards of case management, specific focus on confidentiality and data protection

• Support and guide field teams in conducting case management

• Subject matter experts in the development of content on case management in coordination with the L&D Unit and the Case Management Team

• Perform statistics and prepare reports on case managed with lessons learnt and proposal for improvements

• Participate in intersectional and international meetings on case management and investigation to guarantee that OCB is always updated on new methodologies and standards

• Maintain an open-door policy towards your team, field coordination teams and HQ teams

REQUIREMENTS

Education and experience 

• Bachelor's degree or equivalent in one of these subject matters: law, psychology, social sciences, organizational sciences, gender studies, or other relevant area of study is mandatory

• Tier 3 Investigator Quality Training Scheme certification or equivalent certification is mandatory

• Minimum 3 years professional experience as trained investigator in humanitarian sector, particularly in sexual misconduct and workplace harassment cases is mandatory

• Proven track record in leading and conducting workplace administrative investigations, specifically related to Sexual Exploitation, Abuse and Harassment (PSEAH) and safeguarding is mandatory

• Comprehensive knowledge of gender-based violence and case management is required

• Expertise in trauma-informed approach or post-trauma counselling is an asset

• Expertise as engaging facilitator on PSEAH, safeguarding, and SEAH investigation topics is an asset

• Expertise in Intercultural Conflict Management and/or mediator certification is an asset

• Experience with MSF is an asset

Competencies 

• Ability to be self-motivated and work independently with high professionalism, while working collaboratively within teams

• Ability to develop effective professional networks internally and externally to influence and progress safeguarding agendas

• Ability to produce professional materials, communications, and written reports for diverse audiences

• Critical and analytical thinking enabling excellent decision-making for vulnerable people protection

• People Management & Team Leadership: Strong interpersonal skills to navigate complex organizational cultures

• Communication: Confident, engaging with strong cross-cultural communication abilities

• Experience in multicultural transversal settings

• Strong organization and time management skills

• Discretion and ability to handle sensitive information appropriately

• Strong motivation to ensure MSF OCB maintains a safe work environment where concerns are addressed

• Experience advising on risks and risk mitigation regarding investigations into allegations of abuse

• Ability to develop case strategies, conduct investigative interviews and deliver investigation reports of high quality and within short deadlines

Languages

• Proficiency in English and French, both spoken and written is mandatory 

• Good knowledge of Spanish, Arabic or other languages is an asset

CONDITIONS

• Expected starting date: As soon as possible

• Location: Brussels (Belgium)

• Contract type:  Open-ended contract –full-time

• Salary according to MSF-OCB HQ grid

• Meal Vouchers - Hospital Insurance (DKV) – Pension Plan – 100% reimbursement for public transportation costs

• Adhere to the MSF principles and to our managerial values: Respect, Transparency, Integrity, Accountability, Trust and Empowerment

• Adhere to the MSF Behavioral Commitments

Deadline for applications: 17th of August 2025 

How to apply?

➢ Submit your application via the 'Apply here' button    

➢ You will be directed to the online application form for this position   

➢It should take 5-10 minutes to complete. Thank you in advance for having your CV and motivation letter and Certification as an investigator (CHS Tier 3, CFE/ CFF/ CPA/CCEP or equivalent) ready to upload (preferably in pdf format)  

Only shortlisted candidates will be contacted.

MSF values diversity and is committed to create an inclusive working environment. We welcome applications from all qualified candidates regardless of disability, gender identity, marital or civil partnership status, race, color or ethnic and national origins, religion or belief, or sexual orientation.

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