Case Processing Manager (National Position)

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Job Description

The Resettlement Support Center Asia (RSC Asia), funded by the US State Department Bureau of Population, Refugees, and Migration (PRM), assists persons throughout Asia seeking permanent resettlement in the United States. Responsible for a portfolio of 37 countries, RSC Asia: 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. RSC Asia is based in Bangkok, Thailand, with a sub-office in Kuala Lumpur, Malaysia and in Cox’s Bazar, Bangladesh.

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 internal RSC Asia departments and external partner agencies to ensure timely information sharing and follow-up.

Major Responsibilities:

Program Delivery:

• Manages the day-to-day activities of assigned unit(s) within the Case Processing unit.

• 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 compliant with USRAP guidelines, SOPs, and the cooperative agreement.

• Perform weekly quality control monitoring on work completed by direct reports to ensure unit specific service level agreement (SLA) timelines for START action items are consistently being met at every processing stage.

• Coordinate with Senior Data Integrity Manager to resolve and/or provide justification for any non-compliant records captured in internal QC START filter dashboards and the RPC quarterly rubric report.

• Utilize START workload view to track daily progress of unit specific assignments and conduct regular spot checks in system to ensure error detection at each quality control check point within CP units.

• Collaborate with the Casework, Pipeline & Reports and Program Support Departments, including all Case Processing managers to develop, align and implement overall RSC departmental goals, policies, and procedures.

• Plan and anticipate workload of each team and direct appropriate staff resources.

• Ensure timely and accurate completion of assigned unit tasks.

• In coordination with Case Processing Managers, assess, develop, and conduct training to address Case Processing needs.

• Be a subject matter expert on specialized processing stages including, but not limited to, specialized caseloads, expedites and exceptional case requirements as required by the donor.

• Collaborate with Pipeline and Report department to develop Tableau and START-based reporting suitable for overall pipeline monitoring of USCIS Adjudicated cases.

• Communicate challenges, bottlenecks, non-compliant SLA timelines and work-related issues in a timely manner to supervisors.

• Other related duties as assigned by Supervisor, including being back up for the Senior Case Processing Manager (SCPM) when required.

Staff Management, Training and Communication:

• Responsible for managing performance, developing direct reports, sharing time & credit, and creating an inclusive environment as communicated under the IRC People Manager Standards.

January 2024

• Leads benchmarking standards for their respective unit and plan rotational assignments so that knowledge is distributed across the team.

• Onboard and train staff per benchmarks and standards established in the department.

• Based on staff rotation within case processing units, maps out task specific skills of every team member in their unit (at least bi-annually) to build bench strength.

• Provides predictable, regular, and timely feedback and completes at least five one-on-one quarterly meetings with each staff in their unit.

• Ensures professional coordination and communication, both internally and externally

• Liaise and coordinate with partner agencies (IOM, RPC, RAs, UNHCR, USCIS, and local partners as required) and refugee representatives to ensure efficient processing of refugee applications.

• Responsible for supervision, support and lead the teams of Senior Case Processing Officers and Case Processing Officers

• Responsible for quality control checks and providing feedback to staff on quality control issues in a timely manner.

• Responsible for initial and ongoing training of Case Processing staff. Develop and conduct training relevant to case processing activities in line with most current SOP.

• Participate in training of all new Case Processing staff. Oversee training of newly hired direct reports as well as regular, ongoing training for assigned staff.

• Participate in START Training and provide work changes/process feedback.

• 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: Senior Case Processing Officers

Indirect Reporting: Case Processing Coordinator, Senior Program Coordinator

Other Internal and/or external contacts:

Internal: All Bangkok, Bangladesh, and Malaysia RSC staff

External: IOM, RPC, RAs, UNHCR, USCIS, PRM and local partners as required

Job Requirements:

Education:

University degree in any field (or three years of equivalent work experience in lieu of a degree).

Work Experience:

• At least two years of relevant professional experience with previous data entry/management experience required.

• A minimum of one year’s cumulative project management experience, including managing reports and allocating work, is required.

• USRAP processing or other NGO experience is preferred.

• Previous work in a multi-cultural environment is an asset.

Demonstrated Skills and Competencies:

• Proven people management and leadership skills: ability to lead a team and promote productivity in a positive work environment.

• Ability to get results through others by painting a clear picture in explaining the ‘why’, setting clear expectations and clarifying goals.

• 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 skills: 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 conduct 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.

• Ability to type 40 words per minute.

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.

Application Deadline: 7 February 2024

Qualifications

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Added 3 months ago - Updated 1 month ago - Source: rescue.org