Casework Manager (Short term 2 months (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.

Scope of work This position will have two objectives: a. Mentor new Casework Manager based in Mae Sot; and b. Initiate culture and SOP training with the new Casework Officers- Mae Sot.

a. The position will mentor and advise the incoming Casework Manager- Mae Sot on overall managerial skills and soft skills related to managing professional relationships with USRAP partners, direct reports, and staff across departments. The position is expected to confer with the Casework Coordinator and Senior Casework Managers on anticipated challenges or notable achievements on this mentorship for the duration of this position. The expected deliverables include:

1. Developing communication skills at a managerial level
2. Building professional relationships up, down and across
3. Rewarding and recognizing staff as an individual or as a team
4. Providing effective and helpful feedback
5. Conflict resolution tools
6. Creative problem-solving techniques
7. Professional discipline: Patience and Punctuality

b. The position will oversee on-the-ground training of new Casework Officers, provide contextual and SOP related trainings, and assist new hires with troubleshooting as necessary. The position is expected to work with the System Solutions team, Casework Manager and Senior Casework Managers for the successful onboarding of new hires. The expected deliverables include:

1. Ensure all new hires are set-up for START training and navigate on the ground challenges. 2. Provide a PowerPoint (or related) presentation on the following topics: • Overview of RSC Asia • Working in Mae Sot • Overview of Circuit Rides • Overview of all Thai Camps, Working in the camps and unique camp dynamics • Overview of caseload dynamics and common claims • Importance of SOPs, how to find them and how to navigate them • Overview of the PRE SOP • Overview of the USCIS SOP 3. Assist the new hires with on-the-ground troubleshooting as necessary. 4. Provide daily updates to the Casework Manager and Senior Casework Managers.

Key Working Relationships: Position Reports to: Senior Casework Manager Position directly supervises: Casework Assistant, Casework Officer and Senior Casework Officer Indirect Reporting: Casework Coordinator Other Internal and/or external contacts: Internal: All Bangkok and Malaysia RSC staff External: IOM, RPC, RAs, UNHCR, USCIS, and local partners as required

Qualifications

Job Requirements: