Support Officer – Behaviour and Ethics (Case Management) (m/f/x)

CONTEXT

The MSF movement is built around 6 operational directorates supported by MSF’s 21 sections, 25 associations and other offices together worldwide. The operations are implemented by field teams and the mission coordination teams. The field operations are guided and supported by 6 Operational Cells/Regional Support Teams, the Emergency Unit and departments supporting operations in Brussels.

The GAREC (Group for Advice and Research into Ethics and Conduct) is the MSF OCB whistle-blowing service for abuse and inappropriate behaviour and is available for all field staff. The GAREC was created in 2001 and is composed of a multidisciplinary and independent group of associative and executive volunteers who receive and investigate complaints related to behaviour in the field. Team composition includes the Coordinator, two Support Officers (one of which is the position that is now being opened) and 15 voluntary members. Intersectional counterparts to the GAREC continue to work on similar lines with frequent exchanges via the Intersectional Platform on Behaviour (IPOB) platform.

This position is one of the two support officer positions with a focus on case management. It is in complement to the position of the other Support Officer which has a focus on prevention. The objectives of this position are to support the Coordinator in the following aspects:

(i) Case Management including reception of complaints, triage, allocation, investigations and best practices

(ii) Data management, documentation and GDPR compliance

(iii) Critical thinking and analysis around patient protection, anti-racism, gender and inclusion

(iv) Other support functions

In order of priority (allocation of time):

I. Case Management including reception, triage, allocation and investigation of complaints 60 %

II. Data Management, documentation and GDPR compliance 20 %

III. Critical analysis and support functions 20 %

Placement within the Organisation: Is hierarchically accountable to the Coordinator. S/he/they interacts with other HR actors, cells and the field as required.

RESPONSIBILITIES

Reception, triage and allocation of incoming complaints

· In charge of receiving and managing all incoming complaints: efficient and timely reception, triage and first responses

· Apply all necessary precautionary measures and refer the complainant/person affected to the proper channel to receive psychosocial and medical support

· Transfer complaints to the executive (if out of scope for GAREC) or assign two GAREC members for investigation

· Follow up on the same and ensure adequate support (providing information via HR Net, HOMERE, tools etc.)

· Mentor the operational departments or the GAREC members on case management (as required)

Case management

· Undertake case investigations with GAREC team members in accordance with the ethical principles and the case management guidelines

· Initiate and undertake field case investigations as required / requested to do so with frequent travel to the field

· Act as a mentor to GAREC members, the Cell and Mission stakeholders

· Facilitate case management trainings and or other awareness sessions, as requested

Data management, documentation and GDPR compliance

· Register the cases via the online database; update and analyse the same while ensuring compliance with GDPR

· Ensure archiving and filing of incoming emails and all case management documents, media etc.

· Centralise and document best practices, update the GAREC handbook & toolbox and disseminate the same via the relevant communities of practice

Critical thinking and analysis

· Undertake analysis or desk review of a context or issue as required by the Coordinator

· Implement proactive measures that improve patient protection, anti-racism mechanisms, gender and inclusion in MSF field projects and in collaboration with other departments

Support Functions

· Staff Briefings & debriefings

· Participate, contribute to the GAREC meetings every 3 weeks including the preparation of the agenda and notes

· Brief new GAREC members on IT, security access, VOIP tools, archiving, etc.

· Update and follow-up case availability and the list and details (names, contacts etc.) of the GAREC members

REQUIREMENTS

Education

· Minimum Academic Background: Bachelor’s Degree in any of the following – Humanitarian action, Human Rights, Public health, Organizational Ethics, Anthropology, Practical Ethics etc.

Experience

· At least 2-3years of MSF Field experience is mandatory. Relevant experience in similar organisations will be taken into consideration. Medical, Psychology, Legal, Protection and /or HR management profile is an asset

· Proven track record in leading and conducting workplace administrative investigations in the Humanitarian sector

Competencies

· Strong analytical and advisory skills and the ability to translate complex analysis into concise, clear, and actionable conclusions and recommendations

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

· Highly developed emotional intelligence, excellent communication skills (particularly writing and listening), Coordination, Teamwork, Discretion and respect of the confidentiality of others

· Flexible to travel at short notice to MSF contexts

· Flexibility in working hours given the different time zones that MSF works in

· Languages: Fluency in English and French. Arabic, Portuguese and Spanish are assets

CONDITIONS

· Expected starting date: April 2022

· Contract type: 2 years fixed-term contract (CDD)

· Location: Based in Brussels or in another MSF entity outside Europe that allows for enough overlapping working hours (Central European Time). The outcome depends on local legal limitations (residency, work permit, etc.).

o If based in Brussels : Salary according to MSF-OCB HQ grid – Hospital Insurance (DKV) – Pension Plan – 100% reimbursement for public transportation costs

o If based in another MSF entity: The contractual terms and conditions will be established according to the place of work and in respect of MSF standard function and salary grid.

· Regular travel to projects expected to take at least 30 – 40 % of the time

· 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: 21/03/2022

How to apply?

Please, send your CV and cover letter to [email protected] and mention “Support Officer – Behaviour and Ethics (Case Management)” in the subject of your email. Please submit your CV and cover letter in ONE file and name the file with your LAST NAME.

Only shortlisted candidates will be contacted.