Protection and Service Delivery Manager (re-advertised) - IQ Talent Marketplace

About SEED Foundation: SEED Foundation is a locally-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 quality and holistic approaches, combining international expertise and local know-how to achieve results for the people of Iraq and Kurdistan. SEED’s programming focuses on three key objectives: 1) the delivery of transformational, comprehensive MHPSS 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-building 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. 

Role of the Protection and Service Delivery Manager (PSDM): The Protection and Service Delivery Manager (PSDM) is the lead coordinator of case management, mental health, and legal services in a given service delivery location. The PSDM leads the management of service delivery locations, facilities and operations; the delivery of comprehensive GBV, protection, child protection and MHPSS services; and manages a team of service providers including case managers, psychologists, mobilizers, and lawyers, ensuring quality and that services meet the needs of target groups. The PSDM leads service delivery (SD) activities which may be supported by multiple programs and donors and the PSDM is responsible for knowing the program criteria and targets under all respective programs, ensuring the SD staff also understand the same. 

The PSDM supports program design and development, program implementation, MEAL, and reporting for service delivery  activities. The PSDM is the lead for assessing the capacity of service delivery staff and building their capacity using resources from across SEED. The PSDM will ensure that all service providers receive adequate supervision from the PSDM or Service Delivery Coordinator. The PSDM will ensure all accountability and safeguarding measures are in place. The PSDM will represent SEED with other organizations, donors, and with local offices of the Kurdistan Regional Government (KRG). The PSDM is responsible for coordinating and implementing daily management of program activities and service delivery staff, ensuring appropriate systems and support mechanisms are in place to track, analyze and report on results, as well as take corrective steps as required.  

The PSDM may also provide technical, policy, and programmatic input into SEED initiatives to include internal SEED policies and guidance.  The PSDM may be asked to support analysis and advocacy with respect to government policies and processes, and training and capacity building. The PSDM will report to the Service Delivery Director. 

Specific Tasks:

Service Delivery (SD) Management and Leadership: 40%

• Oversee all implementation and administration of SD activities across various programs, including ensuring establishment and management of appropriate service delivery locations, and the recruitment and training of program implementation teams.
• Ensure that service delivery is in line/compliance with grant agreements, donor regulations, SEED Foundation policies and procedures. 
• Ensure that case management, integrated cash assistance, mental health, legal and community-based MHPSS services are delivered in a safe and accessible way, are responsive to the needs of the diverse populations served, and fully adhere to international standards and best practices in GBV and protection programming.
• Contribute to the creation of policies, procedures and approaches that assist and improve SEED programs and interventions related to GBV, protection, child-protection, and anti-trafficking.
• Ensure ongoing consultation with target groups at all stages of service design and implementation to ensure that services provided are safe and meet their needs. 
• Assist Program Managers with program planning, program design, and conduct relevant research. 
• Ensure implementation of services is on time, progressing towards program targets and within budget, in line with shared accountability with program managers, identifying challenges and undertaking course correction as required.
• Produce quality program reporting and contribute to monitoring and evaluation for both internal and external use, alongside the MEAL team, and ensure safe and ethical storage of data.
• Provide technical support to service providers especially on complex cases, including advocacy and liaison with government and other actors.
• Conduct service-mapping and build relationships with referral partners.
• Help team members identify problem solving options and ensure the integration of all team members into relevant decision-making processes.
• Oversee all administrative needs of the center, including human resources, procurement, maintenance and safety and security systems, and procedures in close coordination and with support from the Operations Department in HQ. 
• Communicate program goals effectively to ensure overall project targets and donor obligations are met.
• Oversee development of communications materials on SD activities.
• Ensure that SEED Foundation’s accountability framework, including CSG and PSEA safeguarding, is adhered according to policies and procedures.  
• Support advocacy efforts in a range of areas related to human rights, women’s rights, and for survivors of violence and GBV.

Staff Supervision and Management (40%)

• Manage and supervise service delivery staff, including development of work plans, conduct of appraisals and provision of feedback. Staff may have a Service Delivery Coordinator as their direct supervisor.
• Take lead in recruitment and onboarding of all staff according to SEED recruitment procedures.
• Provide ongoing mentoring and on-the-job coaching for service providers to improve their skills and quality of services to clients
• Ensure that service delivery staff have in place self care plans, and coordinate with the relevant technical advisors to ensure that staff participate in team building activities, debriefing and supervision. 
• Identify any gaps or capacity needs within the team and ensure training and capacity development is incorporated into program planning.

Coordination and Organizational Representation (10%)

• Represent SEED with donors, KRG and other NGOs
• Identify, build and manage collaborative partnerships with other humanitarian partners, coordination bodies, local authorities, donors, and other stakeholders in line with SEED’s policies and strategy.
• Facilitate information sharing among team members about contextual updates, coordination and reporting mechanisms.

Monitoring, Evaluation, Accountability and Learning (10%)

• Working closely with the MEAL team, develop and contribute to the creation of MEAL systems for case management, mental health, and legal services, and for community-based MHPSS. 
• Ensure the ethical management of case data and systems, ensuring that data collection informs improved service delivery.
• Ensure that MEAL systems provide adequate feedback to inform program development and course corrections as necessary.
• Work closely with the GBV, mental health, protection, and case management technical advisors and provide feedback on program implementation, seeking their input as required. 
• Support development of client stories in line with ethical storytelling principles. 

• University degree in Psychology, Social work, Law, International development, gender studies, or other related fields. 
• At least five years of experience delivering MHPSS and GBV services in a similar context.
• At least 3 years experience in managing a team of service providers including case managers, psychologists, mobilizers, and lawyers.
• Experience providing program design and development, program implementation, MEAL, and reporting for service delivery  activities.
• Knowledge of GBV, MHPSS, protection technical standards. 
• Strong belief in human rights and gender equality. 
• Treats all people with respect regardless of age, gender, religion, nationality, sexual orientation, disability status, marital status and ethnicity.
• Experience leading and designing staff wellbeing programs.
• Good interpersonal skills including the ability to gain trust and build relationships. 
• Good diplomatic and persuasion skills. 
• Strong ability to work independently.
• High standard of spoken and written English; Arabic and/or Kurdish highly desirable. 
• Good computer skills, experience with Google Drive 
• Ability to work in a stressful setting and adapt quickly to changing environments. 
• Serve as a role model and SEED ambassador at all times.

• Interested candidates are invited to submit their applications via this link.         
• Applications will be accepted and reviewed on a rolling basis until the position is filled. 
• Only complete applications will be reviewed. NO CALLS PLEASE. Only short-listed candidates will be contacted.