Service Delivery Coordinator (Anti-Trafficking)

About SEED Foundation: SEED Foundation is a registered NGO in the Kurdistan Region of Iraq. SEED’s mission is to protect, empower, and support the recovery of survivors of violence and others at risk. SEED is committed to delivering high quality, holistic approaches, which combine international expertise and local know-how to achieve results for the people of Iraq and Kurdistan Region. SEED’s programming focuses on three key objectives: 1) the delivery of transformational, comprehensive services including case management, mental health, and legal services, as well as psychosocial support activities; 2) strengthening the capacity of service providers through education, training, and capacity-development programs; and 3) ​promoting policy and social change to strengthen the rights of, and protections for, vulnerable groups and individuals through public awareness, technical assistance, and advocacy.

About SEED Foundation’s Anti-Trafficking Programming: 

SEED’s anti-trafficking unit provides comprehensive services for survivors of trafficking, survivors of Gender Based Violence (GBV),or those at risk including IDPs, refugees, host community, through the provision of shelter-safe  accommodation and case management, mental health and psychosocial support and legal services; strengthen existing public justice system policies and procedures to enhance protections for survivors and those at risk through the development of referral mechanisms and collaboration with key Kurdistan Regional Government (KRG) stakeholders; build capacity of first responders to identify and implement legislation using a survivor-centered approach, through training and ongoing mentorship; and raise awareness of trafficking in persons through the use of various mediums to uphold rights and improve protections for survivors. 

Role of the Service Delivery Coordinator (Anti-Trafficking):

The Service Delivery Coordinator (SDC) will coordinate and manage a multidisciplinary team of service providers, including case managers and psychologists, delivering comprehensive support services to survivors of trafficking in person, GBV as well as those at risk of trafficking and in need of protection services. The SDC will provide oversight, direction, guidance, mentoring, and feedback to staff which they supervise. They will seek to ensure that service providers are providing high-quality services, consistent with SEED policies and programs.The SDC will facilitate case conferences; ensure that all documentation and reporting requirements are completed by staff; support the operational needs of the team; identify areas of needed training and capacity building, and provide hands-on coaching assistance and training, or arrange for training. The SDC will support challenging and complex cases in coordination with the Anti-Trafficking Programs Protection and Service Delivery Manager (PSDM).

The SDC will provide technical guidance and support to the Dohuk and Erbil case managers, and in collaboration with the PSDM, maintain a coordinated and collaborative relationship with the Dohuk and Erbil service delivery teams. The SDC will manage the referral process for the Anti-Trafficking Programs, in close coordination with the PSDM. The SDC will report to and coordinate closely with the PSDM and the Technical Department, especially the technical advisors, to ensure quality services.

The successful candidate must be compassionate, confident, energetic, proactive, encouraging, diligent, trustworthy, resourceful with experience providing case management and/or clinical and community-based MHPSS services to survivors of violence and vulnerable individuals. The SDC must be willing and interested to work with team members and residents of different religious, ethnic, cultural, educational, and socio-economic backgrounds. All services will be provided in accordance with international ethical standards. 

Specific Tasks:

Team Management, Supervision and Coordination (55%)

• Coordinate and supervise service providers and the delivery of services under grant program(s), ensuring service delivery is in line with SEED values and operating principles including confidentiality, SOPs, SEED policies.
• Provide consistent management supervision to case managers, in collaboration with the PSDM and technical advisors, to ensure quality care is provided to individuals and that appropriate referrals are made, and any complex cases are referred for consultation and case conferences.
• Monitor case management and mental health files to ensure timely and accurate documentation and reporting, and review documentation of all reporting required under SOPs.
• Ensure service delivery responses and services assess and respond to client needs, risks and vulnerabilities; build upon client strengths, coping mechanisms and resources; and empower and equip clients to recover, know and claim their rights, and develop skills that support them to build a safe future.
• Ensure case managers conduct thorough needs assessments to understand case strengths and needs, as well as their goals; and collaboratively develop care plans, provide timely feedback to clients, and ensure well designed follow-up.
• Ensure confidential ongoing clinical and community-based MHPSS services to cases, as needed, to include the collaborative development of case and treatment plans.
• Facilitate referrals to partner agencies providing services, in accordance with SEED policy, as needed per each individual case.
• Refer complex cases and safety and security issues to the PSDM and technical advisors for consultation and case conferences.
• Participate in the development and coordination of outreach and community engagement plans as requested.
• Lead on the development and ensure the utilization of location-specific service mapping and referral pathways.
• Maintain up to date knowledge and understanding of repatriation and reintegration processes and protocols, and develop relationships with relevant global partners, to facilitate safe and voluntary repatriation and reintegration services.

Staff Mentorship and Coaching (15%)

• Provide regular constructive feedback to staff through weekly or bi-weekly meetings.
• Ensure all staff have work plans in place and are provided feedback on a routine basis, as well as during Performance Appraisals.
• Devise capacity development and coaching plans for staff based on their identified capacity needs.
• Identify the capacity development needs of staff, make recommendations for meeting identified needs, and provide training in collaboration with management.

Referral Services (15%)

• Be the focal point and manage potential referrals received from both internal and external stakeholders, in line with SEED operating principles, policies, and procedures.
• Ensure all inquiries for support and referrals receive a response within specified timeframes.
• Be the first point of contact for survivors and respond to individuals in a supportive, trauma informed and survivor-centered manner, ensuring that they are linked to the most suitable services within SEED, or provided information or connection with other referral sources.
• Be on the on-call roster after-hours, and when on-call, respond within the specified timeframes, and manage the potential referral in coordination with the PSDM.
• In consultation with the PSDM, manage the assessment and review process for determining eligibility for SEED Anti-Trafficking Programs services, in line with SEED operating principles, policies, and procedures.
• Log and track all inquiries for support and referrals that are received.
• Be a focal point for non-Service Delivery SEED staff for information about Anti-Trafficking Programs services and referrals.

Reporting and Monitoring, Evaluation, Reporting and Learning (MEAL) (10%)

• Ensure that staff complete all reporting requirements.
• Contribute to monthly service delivery reports and programmatic quarterly reports.
• Contribute to reviews of data, client audits, and other monitoring tasks as assigned.

Coordination, Influence, and Organizational Representation (5%)

• Maintain good working relationships with all partner organizations to facilitate referrals and support related and/or joint activities.
• Attend relevant external meetings, training sessions, and other events to represent SEED and gain the knowledge needed to ensure high-quality service delivery.
• Provide reports on all activities.

Other

• Proactively seek personal development and identification of areas of professional
• development to enhance skills and knowledge.
• Maintain positive relationships with survivors, colleagues and other service delivery partners.
• Adhere to professional standards and SEED processes, as outlined by protocols, rules and regulations.
• Perform other duties as necessary, as assigned by the supervisor.

• University degree in social work, psychology or a related field.
• Minimum 4 years of professional experience as a social worker or caseworker/case manager, preferably with survivors of trafficking or gender-based violence.
• Minimum of 2 years of professional experience overseeing or managing a team of MHPSS service providers.  
• Experience in shelter programming for at-risk populations or aftercare assistance to VOTs, a plus.
• Knowledge of case management, community outreach, psychological services, and referral pathways.
• Experience working with survivors of violence and other populations experiencing a lack of social protection and social inequalities.
• Strong belief in human rights for all and gender equality.
• Strong communication and interpersonal skills including the ability to gain trust and build relationships.
• Demonstrates a positive attitude, self-motivation, organization, and resourcefulness
• Strong ability to work independently, including the ability to multitask, prioritize competing tasks, and manage time effectively.
• High standard of spoken and written English and Kurdish and/or Arabic.
• Excellent computer skills, including the use of online data collection systems.
• Ability to work in a stressful setting and adapt quickly to changing environments.
• Willingness to live in Kurdistan Region, Iraq.

• Interested candidates are invited to submit their cover letter and resume via this LINK.
• Only shortlisted candidates will be contacted.
• Applications will be accepted and reviewed on a rolling basis until the position is filled.