Background: Aga Khan Health Service, Pakistan (AKHS, P) runs one of the largest not-for-profit private healthcare systems in the country, with a focus on the regions of Gilgit-Baltistan, Khyber-Pakhtunkhwa, Punjab, and Sindh. Its core focus includes initiatives for hard-to-reach populations through services like outreach clinics, training of community midwives to provide low-cost health services in remote areas, screening for non-communicable diseases, and digital health solutions.

Job Summary: Case Management Officers act as the frontline responders of the mental health helpline, serving as the first point of contact for all callers. They are responsible for handling incoming calls, conducting initial assessments (including risk evaluation), and providing immediate emotional support. They ensure that each case is properly documented and referred to the appropriate care based on need, language, and complexity. Additionally, they maintain accurate records, follow up on high-risk cases, and contribute to regular reporting while ensuring strict confidentiality and ethical standards. Along with the helpline management, CMOs are responsible for regular loss to follow cases and ensure strong inter AKDN agency coordination for closure of the cases on completion of the services required. All the cases from different entry points will be the key responsibility of the case management officers to ensure appropriate referrals, follow-up and closure..

Aga Khan Health Service, Pakistan, is looking for a competent Case Management Officer based at Helpline Centre, Gilgit, in Gilgit Region.  

Key Responsibilities:

• Enter cases received through the mental health helpline and take consent for further deliberations and actions.
• Review newly registered cases through different entry points (helpline, community, health service etc) and verify completeness of intake data in the Centralize Case Management System (CMS).
• Maintain and update the call log system OR centralize case management system and ensure confidentiality.
• Confirm consent status and screening documentation + Schedule and document re-engagement for cases where consent is initially declined.
• Review system-generated risk stratification (high, moderate, low) and operationalize level of care in line with the stepped-care model. Provide immediate emotional support and crisis de-escalation.
• Ensure response timelines are met for all risk levels.
• For Crisis & Emergency Response, including Helpline, respond to automated alerts for emergency and high-risk cases.
• Conduct crisis assessment and triage as per protocol.
• Activate crisis and emergency referrals and document actions in real time.
• Ensure continuity of care post-stabilization.
• Initiate and track referrals to psychologists, psychiatrists, and any other services.
• Monitor referral acceptance and completion.
• Coordinate with inter-agency partners to ensure continuity of care.
• Ensure follow-ups are conducted according to risk-based schedules.
• Re-initiate clinical or crisis pathways if risk persists or escalates.
• Monitor CMS flags for LFTU cases and initiate re-engagement and escalate unresolved cases for supervision.
• Participate in regular case management supervision.
• Ensure confidentiality of the patients or the cases.
• Contribute to dashboards and reports through accurate CMS data entry.

Qualifications & Experience:

• Minimum BScN/MScN or BS/MSc/MS in social sciences.
• Minimum 2 to 3 years of related experience particularly in patient care/management, follow-ups, interaction.
• Familiarity in data tools (redcap, medidata, excel etc)
• Should have an aptitude for working in a multidisciplinary team.
• Team working skills.
• Problem-solving skills
• Good time management
• Good communication and team building skills
• Stakeholder management
• Understanding of the local languages of Gilgit Baltistan and Chitral

AKHS is committed to reducing our impact on climate and the environment and have set ourselves the goal of striving for net-zero carbon operations by 2030. All staff is expected to take part in making this a reality. The Case Management Officers accompanied with his/her Line Manager is expected to identify and understand which aspects of his/her work have most impact on the environment, and define tasks, work, and personal goals within his/her work plan to reduce these impacts and bring AKHS closer to net zero.

Interested candidates meeting the criteria can apply latest by April 17, 2026