Triage Manager

Overview: Provide case triage support to the whistleblowing and case management function by ensuring the timely assessment, severity classification, risk evaluation, prioritization, routing, and assignment of incoming reports

Activities:
• Support the whistleblowing and case management functions through case triage, system support, and operational assistance.
• Receive, register, review, and acknowledge reports of wrongdoing received via the FSC online whistleblower channel or other reporting channels, ensuring confidentiality and compliance with data protection policies.
• Conduct initial risk assessments and triage cases to appropriate internal teams or external authorities, maintaining secure and accurate records of all actions and decisions.
• Support case management, ensuring timely follow-up, closure, and escalation of trends or patterns to leadership.
• Act as a member of the Global Case Management Team, supporting responses to serious cases and crisis as needed.
• Be available to support investigations.
• Provide advice and procedural guidance on whistleblowing and case management to internal stakeholders.
• Migrate cases from decommissioned online whistleblower platform to the new platform.
• Analyse case data to identify trends, generate insights, and support evidence-based decision-making.

Educational/skills and experience requirements
• Bachelor’s degree in business administration, compliance, social sciences, law, human rights, or related field.
• Position requires 3-5 years of experience in safeguarding, whistleblowing, integrity, or case management roles, or related field.
• Strong analytical and problem-solving skills with the ability to interpret case and system data.
• Knowledge of safeguarding, whistleblowing, compliance, or case management practices in an INGO or international context.
• Experience with case management or whistleblower reporting systems and technical troubleshooting.
• Strong organizational skills and attention to detail with the ability to manage multiple tasks under pressure.
• Ability to work collaboratively in a global, multicultural team and adapt to changing priorities.
• Understanding of data protection, privacy, and confidentiality standards.
• Availability to support investigations and incident management as needed.

Language skills:
• Essential: English
• Desired: French, Spanish, Arabic, Russian

Other competencies and soft skills:
• Upholds the highest ethical standards and handles sensitive information discreetly.
• Able to assess reports quickly, identify risk, and prioritise appropriately.
• Accurate and thorough in reviewing reports and documenting findings.
• Clear, professional, and tactful written and verbal communication.
• Approaches reports with understanding and survivor-/child-centred perspective.
• Proactively identifies issues and takes appropriate action to resolve or escalate.
• Works effectively with safeguarding, integrity, and case management colleagues.
• Comfortable handling changing priorities and unpredictable case flows.