SVN 2026-035 Case Manager and Psychosocial Support - SST UG
Grade: UG
Introduction
Established in 1951, IOM is a Related Organization of the United Nations and the leading UN agency in the field of migration. Working closely with governmental, intergovernmental and non-governmental partners, IOM promotes humane and orderly migration for the benefit of all. It saves lives and protects people on the move, drives solutions to displacement, and facilitates pathways for regular migration, while providing services and advice to governments and migrants.
IOM is committed to fostering a respectful, inclusive and supportive workplace where all employees can thrive professionally and feel valued. By creating such an environment, IOM aims to better harness the full potential of migration and strengthen its support to people on the move.
IOM invites candidates from diverse backgrounds to apply and provides reasonable accommodation throughout the recruitment process when required. Learn more about IOM’s workplace culture at IOM workplace culture | International Organization for Migration
Applications are welcome from internal and external candidates. For all IOM vacancies, applications from qualified and eligible first-tier candidates are considered before those of qualified and eligible second-tier candidates in the selection process. For the purpose of this vacancy, internal and internal-equivalent candidates are considered as first-tier candidates.
Organizational Context and Scope
As part of the Voluntary Assisted Return (AVR) response provided by IOM for extra-regional migrants from the United States, as well as other nationalities in the Americas, IOM in Costa Rica is seeking to hire AVR case managers who, as part of a comprehensive approach, will be responsible for both case management and psychosocial support for beneficiaries. The tasks to be performed are:
Conduct pre-screening assessments for individuals applying for Assisted Voluntary Return (AVR) services, gathering necessary information to determine eligibility and specific needs.
Use the MIMOSA system to input and track case details, ensuring accurate and up-to-date records are maintained.
Conduct interviews with individuals to gather further information, assess their situation, and explain the AVR process and available services.
Complete data entry in Kobo and Excel, ensuring all required fields are filled accurately and in a timely manner.
Provide follow-up services for the individuals throughout the AVR process, ensuring they are fully informed and supported.
Manage cases by coordinating with other teams and stakeholders, ensuring that the necessary steps are taken for the successful return of the individual.
Analyze each case to identify specific needs, challenges, and appropriate interventions.
Liaise with translators to ensure clear communication with migrants who speak different languages.
Collaborate with other case managers to share information, strategies, and best practices to ensure effective case management.
Communicate and coordinate with IOM offices in the country of origin to arrange for the individual’s return, ensuring the necessary documentation and assistance are in place.
Handle the coordination with Movements to purchase airline tickets for individuals, ensuring all travel arrangements are made in accordance with IOM guidelines and the individual's preferences when possible.
Provide support and accompaniment at the airport, assisting individuals through check-in and departure procedures to ensure safe and smooth travel.
Ensure all case management activities are documented accurately, following IOM guidelines and protocols.
Other associated and relevant functions for the correct execution of the project assigned by the Supervisor according to the needs of the position.
Conduct TDYs in Paso Canoas and other border areas where the AVR project is being implemented, as required.
Provide psychological first aid (PFA) and emotional support to migrants, prioritizing a person-centered, culturally appropriate, and rights-based approach.
Conduct initial and follow-up psychosocial assessments to identify risk factors, protection needs, conditions of vulnerability, and protective factors that may influence the return process.
Design and implement individualized psychosocial support plans aimed at strengthening coping skills, informed decision-making, and emotional well-being.
Identify physical and mental health needs during psychosocial care sessions, and ensure timely referrals to medical and specialized services, while ensuring interagency coordination and appropriate case follow-up.
Record the psychosocial care provided, ensuring that cases are properly documented in the established systems and that information is kept confidential and secure, in compliance with data protection principles and ethical standards of care.
Design and implement group-based psychosocial care interventions when appropriate, creating safe spaces for emotional support, mutual assistance, and self-expression that help strengthen individual and collective resources.
Required Qualifications and Experience
Education
Professional with a bachelor’s degree in psychology, with four years of relevant experience; and registered with the Professional Association of Psychologists.
General studies in gender studies, migration, case management, peace and conflict studies, will be an advantage.
Accredited Universities are those listed in the UNESCO World Higher Education Database.
Experience
Minimum of four years of experience in working with vulnerable populations.
Fluency in English is required (at least B2 level).
- Fluency in any other language (French, Arabic, Russian, Mandarin, Portuguese) is an advantage.
Previous experience in case management in humanitarian settings.
Experience in communicating and working with a wide range of people, including those from culturally diverse backgrounds.
Previous experience in protection activities in related intervention areas is an advantage.
Experience in coordinating with institutional and UN counterparts.
Excellent writing and systematization skills.
Excellent analytical skills.
- Ability to multitask.
Excellent organizational and planning skills.
Ability to incorporate all diversities into work.
Excellent and proven ability to work both in a team and independently.
Skill
The AVR Case Manager must have the following technical and personal skills:
-Responsibility:
Accept and give constructive criticism.
Follow all procedures, processes and policies.
Meet deadlines, cost, and quality requirements for results.
Check your own work to correct mistakes.
Assume responsibility to meet commitments and possible deficiencies.
-Customer orientation:
Identify the immediate and peripheral clients of the job.
Establish and maintain effective working relationships with clients.
Identify and verify changes in the needs of clients, including donors, governments and project beneficiaries.
-Continuous learning:
Contribute to the learning of colleagues.
Show interest in improving relevant skills.
Show interest in acquiring relevant skills from other functional areas.
Keep abreast of developments in your field of expertise.
-Communication:
Actively share relevant information.
Communicate clearly and listen / receive feedback on priorities and procedures.
Write clearly and effectively, adapting the wording and style to the intended audience.
Listen effectively and communicate clearly,tailoring delivery to the audience.
-Creativity and Initiative:
Proactively develop new ways to solve problems.
Leadership and Negotiation
Convince others to share resources.
Present goals as shared interests.
-Performance management:
Provide constructive feedback to colleagues.
Provide