Compassionate Careers: A Q&A with RefuSHE's Case Management Coordinator

 

RefuSHE is fortunate to have a dedicated and talented team who work hard everyday to protect, educate, and empower the refugee women and girls we serve. Shirley is our Case Management Coordinator and leads all of the processes for our Case Management Program. Read her interview below to learn how working at RefuSHE has changed her perspective on refugee issues!

1. Introduce yourself and tell us about your role at RefuSHE.  

I'm Shirley Kieti and I have over 10 years of experience in refugee protection, having served refugees in both camps and urban settings.  At RefuSHE, I have served as the Case Management Coordinator for the past four years. In this role, I lead the planning, implementation, and monitoring of our case management activities. 

2. Can you describe a typical day in your work at RefuSHE? 

A typical day involves managing and overseeing case management processes and activities. This involves ensuring daily case follow-ups and timely responses to needs arising from intake assessments and individual service plans for our participants. This also includes planning and scheduling home visits and tracking the highlighted needs against the actions taken. Additionally, we work closely with internal programs such as the Girls Empowerment Program and the Mental Health Program to address consistency in attendance and counseling referrals. This comprehensive approach helps ensure effective service planning and support for our participants. 

3. What's the most rewarding aspect of your job? 

The most rewarding part is seeing the transformation of our participants from their first point of contact with the Case Management team. It's fulfilling to watch them progress and complete the program as the psychosocial support we provide through case management is a vital element to their well-being and all-around holistic care. 

4. Can you share a memorable success story from your time at RefuSHE? 

One story that stands out is of a participant who joined the Girls Empowerment Program. She carried a lot of emotional baggage from her past, having faced traumatic events both in her home country and in Kenya. Despite the odds, it was incredible to see her thrive in education and discover her gifts in other social aspects. Her success highlights the power of interdepartmental support, particularly the mental health and counseling services she received. The Mental Health team did an excellent job with her, providing both individual counseling and group therapy. 

5. What's one thing you wish more people knew about the refugee girls RefuSHE serves? 

The girls and women at RefuSHE belong to a particularly vulnerable and at-risk population. They've faced gender-based violence in both their home countries and in Kenya, yet they continue to encounter multiple challenges and protection risks. Despite these traumatic experiences, they show remarkable strength and determination to improve their lives. Many are young mothers or heads of households, yet they still find the drive to enroll in education and skills programs to better their economic futures. Their ability to push through such adversity is truly extraordinary—almost like a superpower. Despite the many barriers to integrating into the local community, they wake up each day, put their foot forward, and keep trying. 

6. What's the biggest challenge you face in your role, and how do you overcome it? 

The biggest challenge I face is navigating the social and cultural nuances that shape our participants' identities. These can sometimes limit their ability to reach their full potential. To overcome this, I take a culturally sensitive approach that respects their backgrounds while offering guidance. Our participants come from diverse cultures, such as the Great Lakes region, South Sudan, and Ethiopia, each with their own unique beliefs and practices. 

For example, in Congolese culture, girls are often expected to marry and become mothers at a very young age, sometimes before 18. In Kenya, however, the legal age of adulthood and marriage is 18. To address this, I guide participants to acknowledge that while their culture may expect early marriage, they have other options, such as pursuing education and skills training to better their lives. The goal is to respect their culture while empowering them to access opportunities that might otherwise be limited by traditional expectations. 

7. How has working at RefuSHE changed your perspective on refugee issues? 

Working at RefuSHE has broadened my understanding of the global refugee crisis and its diverse impact on refugees. I've come to appreciate the importance of a multisectoral approach, where organizations collaborate to address the wide range of refugee needs. No single organization can solve all the issues refugees face, but by partnering with others, we can make a more significant impact.  

8. So, what skills or qualities do you believe are essential for someone working in Case Management for refugee services? 

Being compassionate and empathetic is crucial. Case workers often deal with sensitive human issues daily, and without these traits, it would be challenging to understand and address the concerns raised in a humane way. Integrity is another vital quality. We handle highly sensitive information at both an organizational and individual level, so safeguarding this data is essential. 

Effective communication skills are also critical, both with participants and within the team. Clear and concise communication ensures that everyone is on the same page, working together towards common goals. Active listening is also fundamental in this role. Much of our work involves listening to participants' needs, and it’s important to truly understand them. This also ties to critical thinking, which is necessary for developing solutions that align with our girl-led approach. It’s not about imposing what we think is best, but rather supporting what the participant feels will work for them. 

9. What is your Call to Action to fully addressing refugee issues? 

Local integration is a vital, long-term solution for refugees already in our country. Many refugees have the skills, will, and ability to engage in income-generating activities and contribute to the community. However, existing policies often hinder their full integration. 

It's crucial for the government and refugee organizations to work together to create supportive policies. Initiatives like the Shirika plan show promise by promoting local integration and providing job access. While resettlement is an option, creating a favorable environment for refugees to settle and thrive in their current country of asylum, like Kenya, can be highly beneficial. Collaborative efforts can help ensure that refugees are fully integrated and can contribute positively to their new communities. 

10. Can you share a parting thought? 

The resilience of our RefuSHE participants is truly inspiring. They start anew, separated from their families and often with nothing, yet they manage to rebuild their lives, support their families, and integrate into their new communities. Their determination demonstrates that despite significant challenges and barriers, if you set your mind to something, you can achieve it. Their perseverance shows that nothing is impossible with commitment and effort. 

11. Lastly, one fun fact about your self. 

I love traveling and trying out new delicacies. Traveling allows me to experience different cultures and explore diverse cuisines. I’ve discovered that there’s so much to see and appreciate within Kenya itself, even though many people think you need to travel far to explore new experiences. My travel adventures have deepened my love and appreciation for my home country. 

 
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