Volunteer Rehabilitation Case Worker

The Opportunity

We are seeking compassionate and dedicated individuals to join our Rehabilitation team as Rehabilitation Case Workers. In this role, you will be responsible for managing and organising patient files, liaising with families, rehabilitation professionals and other related health and medical staff to ensure the highest standard of care and support is provided to those in need.  

Your main duties will include compiling and maintaining accurate patient records, coordinating with families and the Rehabilitation team to ensure seamless communication and providing support to both patients and their families throughout their care journey.  

Proficiency in Microsoft applications and WhatsApp 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 and communication 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 patient information and compile patient files, ensuring high standards of data management. Manage sensitive personal and health-related 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, liaising directly to gather necessary information for the Rehabilitation team and to provide updates. Gather relevant information and establish the status of children's physical function, including mobility, play, communication, and daily living skills; rehabilitation-related problems and concerns, such as pain, weakness, or loss of movement; and care and equipment needs, including mobility aids, wheelchairs, splints, and prosthetic limbs. Ensure communication is clear, compassionate, and responsive. 

• Rehabilitation coordination: Liaise and coordinate with the Gaza- and international-based rehabilitation team professionals (including rehabilitation doctors, physiotherapists, occupational therapists, speech and language therapists and administrators) and other CNN Multidisciplinary Team (MDT) members to ensure the communication of up-to-date information, effective triage, timely face-to-face and remote input and follow-up, and efficient MDT meeting discussion. Coordinate effectively to ensure all rehabilitation 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 up-to-date and complete. Proactively pursue missing information and update case files accordingly. Check and establish the status of rehabilitation-related appointments, follow-ups, equipment (including wheelchairs, orthotics and prosthetics) and other critical rehabilitation and health interventions and services, including liaison with other teams and services in Gaza and externally.  

• 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 Rehabilitation team leads, to enhance efficiency in case file management. 

• Reporting and meetings: Participate in regular meetings, including the weekly rehabilitation  MDT meeting, to report on case progress, discuss challenges, and receive guidance on future activities.  

• Issue resolution: Assist in resolving issues escalated by families, employing problem-solving skills and decision-making capabilities under the guidance of the Rehabilitation Team Leads and wider CNN MDT.  

Skills and Experience Required  

• Previous experience working with patients or the public, demonstrating excellent communication, empathy, professionalism and confidence. 

• Experience or understanding of rehabilitation services and/or interventions, including those for children, is desirable but not essential 

• Strong written English, including grammar, clarity, and professional tone 

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

• Written and spoken fluency in Arabic (preferred) 

• Proficiency in using WhatsApp and Microsoft 365 
• Familiarity with SharePoint is helpful but not essential

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 8 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.