Case Work Coordinator

Job Description

Founded in 1933, International Rescue Committee (IRC) is one of the world’s leading agencies working in post-conflict and development contexts, supporting communities in over 40 fragile, failed and developing states. In this capacity, we work to restore safety, dignity and hope to millions who are uprooted, struggling to endure and wishing to advance on a path of development.

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.

Purpose of the Role

The Casework Coordinator oversees all functions of the RSC Casework Department. Casework functions include data entry of refugee case file information into START, coordinating all in-person or remote refugee-facing work for Bangladesh. This position is responsible for ensuring all pre-USCIS cases are prescreened and presented to USCIS according to PRM urgency levels and receipt dates in a timely manner, as agreed upon with senior management. This position also coordinates processing activities with the other program coordinators and with RSC Asia staff, as needed, and is responsible for the daily management and supervision of the casework team in Bangladesh

Highlights of Key Responsibilities

Program Delivery

• Ensures all refugee case processing functions within the Casework Department strictly adhere to the PRM, USCIS, RPC/START, IRC and RSC Asia policies, guidelines, and procedures.

• Ensure all data entered in START by casework staff is error-free in accordance with USRAP guidelines and the cooperative agreement.

• Ensure all Casework staff are trained to competently handle all aspects of required data entry and file maintenance.

• Develop, monitor, and adapt processing pipelines and plans, including coordination of scheduling of casework and USCIS interviews across the region.

• Provide guidance to the Casework department on processing criteria, implement use of START standard operating procedures, operational policies, and guidance, USCIS procedures, policy changes and relevant refugee and immigration laws and resources.

• Review and update standard operating procedures related to casework quarterly in coordination with the START Systems Solution Coordinator and lead the team in annual process reviews.

• Institute and maintain quality control checks to ensure accurate and consistent data entry of refugee case information into START and updating of physical case files.

• Ensure appropriate follow-up on high profile, vulnerable and/or sensitive cases, including direct provision of Casework services as needed.

• Provide management and support for special caseloads, including refugee minors and sensitive protection

• Conduct prescreening for specialized caseload in the region, as necessary.

• Conduct annual site visits to domestic operations in the Mae Sot office as well as site visits to refugee processing locations in Bangladesh

• Provide oversight of AOR/P3 caseload processing in Bangladesh

• Oversee DNA collection (US Passport holders only)

• Participate in the development, implementation, and regular monitoring of casework budget.

Key Partners and Donor Relations

• Participate in weekly calls with donor representatives.

• Represent the RSC at meetings with USRAP partners on a regular basis.

• Assist in maintain excellent strategic relationship with program partners, including the Regional Refugee Coordinator, USCIS, UNHCR, IOM and other partner organizations.

• Develop and distribute statistical reports to the donor and partners on key caseloads.

• Liaise with RSC Asia Kuala Lumpur leadership to support and ensures coordination of out-processing procedures.

Staff Management, Development and Retention

• Provide daily oversight to the Casework team, including supervision of all Senior Casework Managers and Managers.

• Identify training and other development needs for the Casework staff; create and deliver training as necessary.

• Identify performance issues within team and rectify to develop staff capacity within casework team.

• Provide performance feedback on a timely and regular basis, including conducting performance management evaluation activities.

• Conduct and participate in interviews and hiring as necessary.

Other Duties

• Participate in management team activities and in annual planning processes.

• Ensure compliance with the requirements outlined in the USRAP Integrity & Compliance Module.

• Perform other duties as assigned.

Experience and Competencies: Knowledge, Skills & Abilities

Citizenship

• Due to donor related requirements regarding DNA collection and prescreen activity with specific high-profile caseloads, US Citizenship is preferred, but not required.

Education

• Bachelor’s Degree required, Master’s Degree in a related field is preferred.

Work Experience

• Minimum three years of progressive work experience handling social service or humanitarian assistance programs in an international setting.

• Minimum two years management experience with a multi-cultural staff.

• Experience in USRAP refugee processing or resettlement highly desired.

Demonstrated Skills

• Able to travel whenever required, both domestically and internationally

• Proactive, well-organized, flexible and able to work in fast-paced, multi-cultural environment.

• Strong people management and leadership skills: ability to lead staff and promote productivity.

• Problem-solver who takes initiative to provide solutions

• High level of professionalism while implementing IRC RSC policies and procedures.

• Both team and detail oriented and able to think and work independently.

• Strong communication, interpersonal, and organizational skills.

Language and Computes Skills

• Fluency in both written and spoken English.

• Working knowledge of a refugee language helpful.

• High level of computer literacy and proficient in MS Office applications (Word, Excel, Power Point, Outlook) is required. This role requires the ability to create spreadsheets and analyze large amounts of data.

• Ability to type 40 words per minute

Working Environment

The position is currently based in Cox’s Bazar. The position requires both domestic and international travel to support delivery of USRAP processing within Bangladesh. A valid passport and the ability to acquire US and other visas, as necessary, is a requirement..

Standard of Professional Conduct: IRC and IRC employees are required to abide by the values and principles outlined in the IRC Way – Code of Conduct which are Integrity, Service, and Accountability. In accordance with these values, 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.

Gender Equality & Equal Opportunity: We are committed to narrowing the gender gap in leadership positions. We offer generous benefits that provide an enabling environment for women to participate in our workforce including parental leave, gender-sensitive security protocols and other supportive benefits and allowances. We welcome and strongly encourage qualified female professionals to apply.

We are an equal opportunity employer and value diversity at our organization. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Are you ready to join the most dynamic team?

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Qualifications