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Case Manager – Refugee and Humanitarian Services
Job Description
The Role
- We are looking for dynamic Case Managers based in Nairobi, Kenya to join our case management team dedicated to providing exceptional customer service to customers across the Middle East.
- Toll is excited and proud to work on behalf of the Australian Department of Home Affairs to deliver services in support of Refugees and Humanitarian visa applicants associated with medical assessment and subsequent travel to Australia. We are looking for Case Managers who will act as the central point of contact and co-ordination for assigned customers. You will ensure effective support, advice, information, and assistance tailored to their specific needs is delivered from case activation until arrival in Australia.
As a Case Manager, you will:
- Lead on end-to-end case management of your assigned cases in line with the Assisted Passage Program. A big part of your role will focus on the case management of applicable services on behalf of Home Affairs ensuring customers receive the support required as they prepare for travel to Australia.
- Work in close collaboration with your onshore case management peers to ensure travel to Australia can be booked in line with policy.
- Have a strong awareness of the local and regional environment and customer demographic.
- Be responsible for activation and coordination of all application 3rd Party suppliers and vendors who provide Medical, Accommodation and Transit Services to customers. This includes the management and resolution of service blockages, service risks or failures.
- Partner with associated agencies (incl UNHCR, ICRC, IOM, UNICEF, MSF) and government agencies in Jordan and the region to ensure customers receive support tailored to their needs or circumstances.
We welcome candidates who are passionate about people and wants to partner with us on a transformative journey to leave a lasting impact on a global scale. This role presents a tremendous opportunity to make a difference. You will have scope to take initiative and identify and recommend innovations to improve work practices, equipment, and systems. You will have a voice in determining how to enhance service offerings to customer resulting in growth. You will be working for an organisation committed to putting people first. We celebrate diversity and are committed to our customers.
Qualifications
About You
To be successful in this role you will likely have:
- Proven experience in case management within a multicultural context in a medium to large organisation that deliver comparable services.
- Customer service experience preferably in an administrative environment with a focus on service delivery and service recovery.
- Excellent nuanced communication skills with fluency in Kiswahili and English (written and oral).
- Strong awareness of the local and regional environment and customer demographic with a desire to facilitate communication and understanding.
- Ability to delivery operational excellence and exercise critical judgement in different situations and changing environments.
- Meet our Child Safeguarding criteria.
In-Country Specialist Refugee and Humanitarian Services
Job Description
The Role
- We are looking for an In Country Specialist based in Nairobi, Kenyawho will manage the strategic and operational delivery of knowledge management services within the broader remit of case management and related services.
- Toll is excited and proud to work on behalf of the Australian Department of Home Affairs to deliver services in support of Refugees and Humanitarian visa applicants associated with medical assessments and subsequent travel to Australia. As an In Country Specialist, you will be responsible for the sourcing, analysing, and disseminating of information about the local, national, and regional area. You will be tuned into in-country events and regulations that impact our customers and our client. As a senior member of the team, you will support the Regional Manager with the management of overall business outcomes and contribute to the global effectiveness of our business with knowledge management and training.
As an In Country Specialist, you will:
- Partner with key local and regional suppliers to ensure service delivery practices are understood and followed.
- Foster and develop strong working relationships with all regional stakeholders, including in-country authorities, major international agencies, and all associate service delivery partners to supports our customers.
- Form strong links with UNHCR locally and regionally to ensure our operation is across all developments in local conditions, including in UN Camps, which may impact our customers or our service delivery.
- Become an expert source of in-country advice on local immigration requirements and controls. Ensure the knowledge and experience gained is maintained and appropriately recorded.
- Research, analyse and report on developments, trends, and risks in the region. Support the case management team in prioritising service risks or threats when a change in regulations may impact our customers or service delivery.
We welcome candidates who are passionate about people and wants to partner with us on a transformative journey to leave a lasting impact on a global scale. As a key member of the local and regional team, you will be able to contribute significantly to business performance. You will have the opportunity to anticipate business needs and enhance the breadth and quality of the service experience. You will provide innovative contributions to business design & improvement, and guide, support, mentor and inspire team members to deliver high performance outcomes. You will be working for an organisation committed to putting people first. We celebrate diversity and are committed to our customers.
Qualifications
About You
To be successful in this role you will likely have:
- Substantial knowledge of and experience in research and reporting.
- Previous experience in managing and presenting information.
- Proven track record of building strong working relationships with important stakeholders and suppliers.
- Strong awareness of the local and regional environment and customer demographic with a desire to facilitate communication and understanding.
- Reputation as a strategic thinker who is solutions focused and can problem solve at short notice.