Case Processing Officer (National Position)

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 Officer (CPO) is responsible for data entry and quality control into START, as well as updating and maintaining physical case files for refugee cases. The CPO also performs other functions outside of the general responsibilities as assigned by the immediate supervisor. Case Processing Officers achieve and maintain a high- performance standard based on a thorough knowledge of, and adherence to, established resettlement policies and procedures regarding current refugee processing eligibility criteria, database and file management guidelines, the role of US Resettlement Agencies and other USRAP partners.

Major Responsibilities:

• Learn and implement established IRC Resettlement Support Centre (RSC Asia), Population, Refugees, and Migration (PRM), United States Citizenship and Immigration Services (USCIS), and Refugee Processing Centre (RPC) policies and procedures • Ensure all data entered into START is error-free in accordance with USRAP guidelines and the cooperative agreement • Enter refugee case information into START and case files per daily output targets, including: USCIS updates, security requests, scanning /attaching, medical updates, assurance requests and travel packet creation, and quality control • Perform timely advanced case processing on special caseloads in a manner that demonstrates a comprehensive understanding of USRAP policies and practices • Keep immediate supervisor informed of developments in daily caseloads, including any urgent protection or medical conditions of applicants and their families • Produce and deliver specific progress reports to the Case Processing Manager • Where applicable, provide task-specific training/guidance, and monitor the progress of, Case Processing Assistants/new hires/temp staff/interpreters, providing relevant feedback to the Senior Case Processing Officer/Case Processing Manager • Responds to case-specific inquiries from other RSC staff • Perform other related duties as assigned including being back up to senior CPO

Key Working Relationships:

Position Reports to: Case Processing Manager Position directly supervises: None Indirect Reporting: Senior Case Processing Manager, Case Processing Coordinator Other Internal and/or external contacts: Internal: All Bangkok and Malaysia RSC staff External: USCIS officers, RPC, UNHCR and IOM

Qualifications

Job Requirements:

Education:

• Minimum college or university diploma in any field

Work Experience:

• At least two years of relevant professional experience with previous data entry experience required • Resettlement processing or other NGO experience is preferred • Previous work in a multi-cultural environment is advantageous

Demonstrated Skills and Competencies:

• Able to perform data processing/data collection through good listening and analytical skills • Good time management skills and ability to multitask • Able to work effectively under pressure, and with repetitive work, within specified targets and deadlines • Proven data entry/management skills • Meticulously attentive to details with high accuracy, and manages own quality control • Problem-solver who takes initiative to provide solutions • Good report writing skills – ability to produce precise and error free reports • Good communication skills with pleasant demeanor • Able to multitask, work effectively under pressure and manage repetitive work • A team player who is also able to think and work independently • Flexible and able to work in fast-paced, multi-cultural environment • High level of professionalism while carrying duties per the SOPs (ie. integrity and confidentiality) • Willingness and ability to travel to and work in remote locations such as refugee camps.

Language and Computer Skills:

• Excellent verbal and written English language skills required. • High level of computer literacy and proficiency in MS Office applications (Word, Excel, Power Point, Outlook) is required. • Proven advanced data entry skills with extreme accuracy, attention to detail, and self-checking abilities required. • Ability to type 40 words per minute required.

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.