Case Processing Manager (National Position)

This opening expired 1 year ago. Do not try to apply for this job.

IRC - The International Rescue Committee

Open positions at IRC
Logo of IRC

Application deadline 1 year ago: Thursday 22 Dec 2022 at 23:59 UTC

Open application form

Job Description

Background/IRC Summary: The IRC has a rich history of assisting refugees to apply for United States resettlement, from its founding in 1933 to help vulnerable individuals escape Nazi-occupied Europe, to pioneering the Joint Voluntary Agency which assisted Indochinese refugees for 22 years, to operations in Croatia, Sierra Leone and Sudan. Since 2005, RSC Asia has resettled over 180,000 refugees to the United States.

Based in Bangkok with field offices in Thailand and Malaysia, the IRC Resettlement Support Center (RSC Asia) is funded by the US State Department Bureau of Population, Refugees, and Migration (PRM) to assist persons throughout Asia seeking permanent resettlement to the United States. Responsible for a portfolio of 37 countries, the RSC: prepares refugee applications for the United States Refugee Admissions Program (USRAP) using START (a State Department–managed data system that supports the arrival and resettlement of refugees through technology); provides information to resettlement agencies about arriving refugees; and offers cultural orientation training to refugees bound for the United States.

Job Overview/Summary: The Case Processing Manager ensures a high level of general processing on behalf of refugee applicants to the United States Refugee Admissions Program (USRAP) through supervision, case processing management and quality control functions, including data entry of refugee case file information into START, a State Department – managed system that supports the arrival and resettlement of refugees through technology. The position is responsible for the full oversight of unit(s) assigned within the Case Processing Department and will primarily focus on working with United States Citizenship and Immigration Services (USCIS) adjudicated cases within the larger RSC team. The position is responsible for communicating with other Case Processing units as well as the Casework Department and external partner agencies to ensure timely information sharing and follow-up.

Major Responsibilities:

Program Delivery: - Manages the day-to-day activities of departures processing – xMIF travel submission, travel packet planning and coordination with IOM, document follow-up, MTBD and related Action Items - Ensures all refugee case processing functions within the unit strictly adhere to the PRM, USCIS, RPC/START, IRC and RSC Asia policies, guidelines, and procedures. - Ensure all data entered in START by the unit is accurate in accordance with USRAP guidelines and the cooperative agreement. - Utilize quality check (QC) reports to perform regular QCs on work completed by direct reports on physical files and START. This includes spot checks to ensure error detection at every quality control check point within the teams for e.g., travel packet QC report. - Collaborate with the Casework, Pipeline and Reporting, and Program Support Departments, including and all Case Processing managers (CPMs) to develop and implement overall RSC departmental goals, policies, and procedures. - In coordination with TH & MY CPMs, assess, develop, and conduct trainings/process reviews to address case processing needs. - Prepare and update CPC / SCPM on departure statistics for USRAP partners Thailand and Regional monthly call - Communicate challenges and issues in a timely manner to supervisor - Manage the departure inquiries shared mailbox - Coordinate with PRM/RMA, regional IOM/UNHCR and DoHA focal points on exit permit processes and departures for Thailand and sensitive regional caseload. This includes – IDC Rohingya cases, LV1/2 Burmese caseload, China caseload, Vietnam caseload, NRPPAS caseload and charter flight - Preparation of RMA requested exit permit pre-verification lists for Thai camp cases for submission to Ministry of Interior (MOI). - Any other duties as assigned by the direct supervisor, CPC, or SMT.

Staff Management, Training and Communication: - Ensures professional coordination and communication, both internally and externally - Responsible for supervision, support and lead the teams of Senior Case Processing Officers and Case Processing Officers. In coordination with HR manage leave planning and participate in hiring panels for S/CPO - Collaborate with Casework, Pipeline and Reporting team to develop/enhance Tableau and START-based reporting suitable for overall pipeline monitoring of RFD cases e.g., RFD Daily Report - Work closely with the CP Coordinator, SCPM and other CPM to develop departmental goals, policies and procedures - Based on daily reports, plan and anticipate the workload of each team and direct appropriate staff resources to ensure timely and accurate completion of tasks - Follow-up in conjunction with SSC and RPC focal points on START related issues, updates and guidance affecting departures unit. - Participate in the overall out-processing systems management/monitoring and communicate feedback related to work/process changes/challenges and complex issues to Senior Case Processing Manager (SCPM). - Collaborate with Systems Solutions Coordinator (SSC) and perform quarterly review and update Travel SOP - Responsible for initial and ongoing training of all newly hired direct reports and CP staff. Develop and conduct trainings relevant to departure processing activities in line with most current Travel SOP - Other related duties as assigned, including being back up to SCPM when required

Key Working Relationships: Position Reports to: Senior Case Processing Manager Position directly supervises: SeniorCase Processing Officers, and Case Processing Officers, Indirect Reporting: Case Processing Coordinator, Senior Program Coordinator Other Internal and/or external contacts: Internal: All Bangkok and Malaysia RSC staff External: IOM, RPC, RAs, UNHCR, USCIS, PRM/RMA, DoHA and local partners as required

Qualifications

Job Requirements: Education: - University degree in any field Work Experience: - At least two years of relevant professional experience with previous data entry/management experience required - Minimum one-year cumulative project management experience, including managing reports and/or allocating work, is required - USRAP processing or other NGO experience is preferred - Previous work in a multi-cultural environment is preferred Demonstrated Skills and Competencies: - Proven people management and leadership skills: ability to lead a team and promote productivity in a positive work environment - Problem-solver who takes initiative to provide solutions - High level of professionalism, integrity, and ability to maintain confidentiality - Ability to review and develop policies and procedures for the department - Able to send proposals for policy and procedures improvement, and review the work of others for compliance, proving feedback in a professional and constructive way. - Excellent interpersonal skill: ability to communicate and work effectively and professionally with partners and colleagues in a cross-cultural environment - Able to train in large and small group settings - Ability to manage team’s performance, providing regular constructive feedback and holding team members accountable. - Solid organizational skills with the ability to juggle multiple tasks, set priorities, effectively manage time, and meet deadlines and work well under pressure in a fast-paced team environment - Proven advanced data entry skills – Meticulous, High Accuracy and Quality Control - Good team player, strong analytical skills and able to think and work independently as and when needed - Ability to take direction from supervisors and cooperate with teammates - Able to travel whenever required, both domestically and internationally Language and Computer Skills: - Excellent verbal and written English language skills - Computer Literacy – high level of competence in MS Office i.e., Word, Excel, and PowerPoint, Outlook - Able to run and read high level spreadsheets and do advanced QC with a high level of attention to detail - Proven advanced data entry skills with extreme accuracy, attention to detail, and self-checking abilities

Working Environment: The position is currently based in Bangkok in an urban office environment. The position may be requested travel to support delivery of USRAP processing within Thailand and throughout the region.

The employee is required to adhere to The IRC Way for professional conduct, as well as to be in compliance with all relevant IRC and donor policies and procedures while carrying out his/her duties.

Standards of Professional Conduct: The IRC and IRC workers must adhere to the values and principles outlined in the IRC Way – Code of Conduct. These are Integrity, Service, Accountability and Equality. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Harassment-Free Workplace, Fiscal Integrity, Anti-Retaliation, Combating Trafficking in Persons and several others. Equal Opportunity Employer: IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status, disability or any other characteristic protected by applicable law.

Added 1 year ago - Updated 1 year ago - Source: rescue.org