Case Management Officer
Amsterdam | Nairobi
- Organization: MSF - Médecins Sans Frontières (Artsen Zonder Grenzen) - Netherlands
- Location: Amsterdam | Nairobi
- Grade: Junior level - Junior
-
Occupational Groups:
- Refugee rights and well-being
- Protection Officer (Refugee)
- Project and Programme Management
- Closing Date: 2025-11-16
Médecins Sans Frontières (MSF) is an international, independent medical humanitarian organization. As a non-profit, self-governed movement of over 63,000 dedicated professionals, we provide life-saving medical assistance to people affected by armed conflict, natural disasters, disease outbreaks, and exclusion from healthcare.
Our work is guided by medical ethics and the principles of impartiality, independence, and neutrality. We act based on need, and when we witness injustice, we speak out. Our commitment to professionalism and humanity can mean the difference between life and death.
People are our priority. At Médecins Sans Frontières (MSF)/ ArtsenzonderGrenzen, we are committed to an inclusive culture that encourages and supports the diverse voices of our employees. We encourage diverse applicants including individuals of all gender identities, ages, sexual orientations, nationalities, ethnic background, religions, beliefs, social and marital status, people with different abilities and all other diversity characteristics and how they intersect together.
With immediate effect, the Safeguarding Unit is looking for an:
Case Management Officer
Amsterdam/Nairobi based
Objectives of the position
Médecins Sans Frontières (MSF) OCA is seeking a dedicated and experienced Safeguarding and Code of Conduct (CoC) Case Manager to join our team working across country programmes. This pivotal position is responsible for actively managing, investigating, and advising on complaints related to CoC violations, including high-risk and complex cases. The successful candidate will play a key role in safeguarding staff, partners, patients, and community members, ensuring a survivor-centred approach and upholding MSF’s commitment to fair process and confidentiality.
Main responsibilities
Lead investigations into Code of Conduct-related complaints, including high-risk cases, using a survivor-centred, trauma-informed approach.
Provide empathetic first responses to complainants, ensuring risk assessment and protection for all involved, especially vulnerable patients and community members.
Plan and lead investigations with minimal operational impact, ensuring compliance with policies, quality outcomes, and appropriate sanctions.
Advise the country programme management team on complaint management strategies, complex cases, and public/internal communication in high-risk situations.
Handle sensitive stakeholder communications while safeguarding confidential evidence and adhering to data protection policies.
Monitor safeguarding incidents, analyse trends, produce reports, and strengthen staff skills in complaint management and investigation processes.
Collaborate with Legal, HR, Duty of Care, and other departments for case intake and referral, supporting effective case management under the Duty of Care and Solidarity Framework.
Candidate Profile
BSc in Law, Politics, History, Criminology, Social Sciences or an area related to the expertise and 5+ years’ experience in case management/investigations.
Proven experience in workplace investigations,complaint management, orsafeguarding within the humanitarian, health, or development sector.
Strong analytical and advisory skills, with the ability to handle complex, sensitive, and high-risk cases independently.
Excellent verbal communication skills, including the ability to deliver difficult information sensitively and appropriately.
Excellent written communication skills, including the ability to draft investigation reports and present cases to senior management succinctly.
Demonstrated commitment to confidentiality, survivor-centred practice, and fair process.
Fluency in English is mandatory; fluency in French is highly desirable.
Certification as investigator highly desirable (CHS Tier 3, CFE/ CFF/ CPA/CCEP or equivalent)
Ability to travel to country programmes as required (30% - 50%).
Application
If you recognise yourself in this profile, we welcome you to apply directly via our website and upload a letter of motivation + Curriculum Vitae (in English) as one combined document.
The closing date for applications is November 16, 2025, at 23:59 CET.
Information
For more information about the recruitment procedure, please contact Masha Petrovic (Recruiter) – masa.petrovic@amsterdam.msf.org
***No agencies please***
Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.