Case Manager

We are seeking an empathetic, resourceful, and organized Case Manager to join our support team. In this role, you will be dedicated to assisting Ukrainian individuals and families by facilitating access to essential psychological, social, and educational services, as well as guiding them through primary administrative and community resources in the Netherlands. You will act as a crucial link between clients and local services, removing barriers, coordinating resources, and actively facilitating access to the help they need.

*Note: This role does not involve providing psychological consultations, crisis helpline counseling, or managing primary incoming helpline channels.

• Education: Bachelor’s degree in Social Work, Social Care, Psychology, Sociology, or a related human services field.

• Experience: Minimum of 2 years of experience in case management, social work, or community support (experience within the Dutch social framework is a strong advantage).

• Language Proficiency:

  • Dutch: Fluent (B2/C1 level or higher). Crucial for contacting local services, advocating for clients, writing official emails, and making phone calls.

  • Ukrainian: Native or full professional fluency. Required for direct, empathetic communication with clients.

  • English: Working proficiency (B2 level or higher for internal team communication, reporting, and documentation).

• Communication & Soft Skills: Strong advocacy, negotiation, and empathetic communication skills; ability to set healthy professional boundaries.

• Digital Literacy: Proficiency in using digital tools and CRM software (preferably HubSpot).

• Self-Care & Resilience: Good self-care practices to maintain personal well-being while assisting vulnerable individuals.

Case Assessment & Strategy:

• Needs Assessment & Exploration: Conduct structured case exploration to clarify client requests, evaluate overall psycho-social needs, identify systemic and language barriers, and assess client motivation.

• Action Planning: Develop realistic, goal-oriented plans and step-by-step strategies tailored to each client’s situation (e.g., access to specialized psycho-social care, school partnerships, basic community support).

• Client Empowerment: Promote client self-efficacy by maintaining client autonomy, setting clear expectations, and ensuring clients make informed decisions.

Interventions & External Coordination:

• Systems Navigation & Referral: Research, contact, and build operational relationships with Dutch municipal services, neighborhood support teams (wijkteam/buurtteam), external care providers ets.

• Active Facilitation & Warm Transfers: Facilitate direct communication with Dutch institutions on behalf of clients when necessary, including organizing "warm transfers" for clients facing acute distress or severe language/administrative barriers (without providing psychological consultations yourself).

• Supportive Follow-ups & Check-ins: Conduct focused, short check-ins (5–10 min) to track case progress, resolve emerging obstacles, and monitor outcome status.

Administration & Team Collaboration:

• CRM Management (HubSpot): Maintain complete and structured case records in HubSpot

• Case Evaluation & Reporting: Prepare anonymized case overviews to review implemented steps and outcomes with the team, contributing to process evaluation, quality assurance, and continuous improvement.

• Protocol Maintenance: Help build and maintain local resource databases, templates, and referral knowledge bases.

• A degree or educational background in Psychology.
• Knowledge of trauma-informed approaches.
• Familiarity with the Dutch social support system and referral pathways.
• Experience working with refugees and displaced communities.
• Knowledge of safeguarding and GDPR principles.

• The opportunity to contribute to a growing organisation with a meaningful social mission.
• An international and collaborative working environment.
• Opportunities for professional development, supported by a personal development budget.
• A pension scheme.
• Hybrid working, combining time in the office and working from home.
• A pleasant office on the Singel, in the heart of Amsterdam.