Volunteer Case Worker

The Opportunity

We are seeking compassionate and dedicated individuals to join our team as Case Workers. In this role, you will be responsible for managing and organising patient files, liaising with families, medical professionals and other related departments to ensure the highest standard of care and support is provided for those in need. Your main duties will include compiling and maintaining accurate patient records, coordinating with families and medics to ensure seamless communication and providing support to both patients and their families throughout their care journey.  

Proficiency in Microsoft applications is essential, as you will be using these tools to manage data and communicate effectively. While fluency in Arabic is preferred, it is not essential. We are looking for individuals with a sensitive, pragmatic, and solutions-focused approach, who can handle the demands of the role with professionalism and empathy.  
If you have strong organisational skills, a compassionate nature, and a desire to make a difference, we encourage you to apply for one of these rewarding positions

Key Responsibilities

• Data management and communication: Collect and compile patient files, ensuring high standards of data management. Maintain sensitive personal and medical information with the highest level of confidentiality and accuracy. Utilise Microsoft 365, WhatsApp, and other necessary tools to manage and update case files effectively. 

• Patient and family liaison: Act as the primary point of contact for families in Gaza, directly liaising to gather necessary information and provide updates. Ensure communication is clear, compassionate, and responsive. 

• Medical coordination: Liaise with medical professionals as needed to have cases triaged and follow up on Multidisciplinary Team (MDT) reviews. Coordinate effectively to ensure all medical perspectives are integrated into case management. 

• Case monitoring: Follow up on cases throughout their duration to ensure all necessary actions are taken and information is complete. Proactively pursue missing information and update case files accordingly. Check the status of medical evacuations, aid delivery, and other critical interventions. 

• Training and support: Receive ongoing training and support in the use of necessary tools and software, facilitated by the IT department and overseen by the Case Manager, to enhance efficiency in case file management. 

• Reporting and meetings: Participate in regular meetings to report on case progress, discuss challenges, and receive guidance on future activities. Collaborate with the Case Manager and other team members to address and resolve issues. 

• Issue resolution: Assist in resolving issues escalated by families, employing problem-solving skills and decision-making capabilities under the guidance of the Case Manager. 

Skills and Experience Required

• Previous public‑facing experience, demonstrating a professional and confident manner with a wide range of people (preferred). 
• Strong written English, including grammar, clarity, and professional tone 

• Proofreading and editing skills to ensure documents are clear, consistent, and error‑free 

• Proficiency in using WhatsApp and Microsoft 365 

• Familiarity with SharePoint is helpful but not essential
  

Person Specification

• Empathetic and compassionate approach when working with families experiencing challenging circumstances. 

• Emotional resilience and the ability to maintain personal wellbeing when supporting families, including those experiencing child bereavement. 

• Ability to work effectively with medical staff, professionals and multidisciplinary teams. 

• Competent organisational and administrative skills, with the ability to manage multiple cases simultaneously. 

• Comfortable working in a remote role, using WhatsApp as the main method of communication with families and healthcare professionals.

Operating System

• Windows users must be running Windows 11, fully up to date with the latest security updates 

• Mac users must be running macOS Sonoma or later, fully up to date with the latest security updates 

Office Software 

• Access to Microsoft Word desktop 

• Ability to create, edit, and save standard document formats (e.g. .docx) 

Messaging 

• WhatsApp desktop application installed and operational  

• Active WhatsApp account linked to a mobile number 

General 

• Sufficient hardware to run the above software without performance issues 

• Stable internet connection 

Commitment

Volunteers are expected to contribute a minimum of 10 hours per week, and to respond to communications within 48 hours to ensure timely coordination and continuity of support

Application Process

To apply, please submit your CV and a brief cover letter outlining your relevant skills and experience.