Senior Case Processing Manager (National Position)

IRC - The International Rescue Committee

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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 Senior Case Processing Manager oversees all functions of the RSC Case Processing Department and ensures USRAP applicants receive a high standard of case processing services through the provision of leadership, supervision, case management and quality control. Case Processing Department functions are comprised mainly of data entry/management of refugee case file information in START. This position ensures: Post-adjudication follow up with United States Citizenship and Immigration Services (USCIS); coordination of refugee medicals and departures with the International Organization for Migration (IOM); request and follow up of assurances with the Refugee Processing Center (RPC) and stateside resettlement agencies (RA), report analysis, ensuring adequate quality control mechanisms are in place and strategic action planning for all areas of the Case Processing activities.

Essential Duties:

Program Delivery, Projections and Workplan Development (30%):

- Supports case processing (CP) unit managers (Departures, Allocation & Assurance, Medicals and Security Vetting) develop quarterly workplans based on workload including priorities determined through donor PRM objectives, Senior Management Team (SMT) and/or the Case Processing Coordinator’s (CPC) communication. - Prepares monthly and quarterly departure projections for consumption by PRM/A and SMT. Predicts departure targets by reviewing USCIS interviews against observable trends in START data points forming a baseline for assurance, medicals, and security vetting turnaround timelines. - Reviews case processing quarterly assessments together with System Solutions team. Ensures the assessment questions are derived from updated program guidance in standard operating procedures (SOPs) and can be easily retrieved. - Guides unit managers and teams in preparing annual process reviews and regular reviews of SOPs in accordance with program guidance. Aims at identifying areas in CP processing that can be enhanced and provide practical solutions to improve tasks, monitoring of various START action items and management of CP unit workflow. - Qualifies as 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. - Maintains department’s standards for compliance in accordance with established donor requirements for service level agreement (SLA) timelines in START.

Problem Solving, Quality Control (QC) and Reporting (30%):

- Tracks monthly QC progress report for CPC’s review and updating. Collectively these progress reports should ensure all refugee case processing functions within the department strictly adhere to the PRM, USCIS, RPC/START, IRC and RSC Asia policies, guidelines, and procedures. - Collaborates with Senior Data Integrity Manager (SDIM) to oversee case processing START filter reports reconcile with RPC quarterly rubric report and that any pending actions are promptly remediated by CP managers. - Reviews the case processing master QC list on a quarterly basis ensuring all QCs reports are updated, relevant and have a reference point in SOP. This action is to ensure processing staff can complete necessary actions in START within PRM/RPC/RSC agreed service level agreement (SLA) timelines. - Follows up with unit managers for any records found to be non-compliant with SLA timelines or deviating from SOP guidance. - Oversees development of tableau reports in conjunction with RSC Asia Reports team and the RSC Asia Quality Control Manager for overall pipeline monitoring of USCIS Adjudicated cases.

Performance Enablement, Training and Communication (25%):

- Facilitates in coordination with case processing managers, assessment, development and conducting of training to address case processing needs. Maintains a central repository system filing of training material for reference as needed. - Ensures professional coordination and communication, internally with the Casework/Field team, Cultural Orientation, and Program Support Departments, including and all Case Processing managers to develop, align and implement overall IRC RSC Asia goals, policies, and procedures. - Develops and maintains open, clear channels of communication with external partners mainly PRM/A, USCIS, RPC, Resettlement Agencies (RAs), Regional IOM Operations staff, Regional IOM MHD focal points, IOM country missions and UNHCR for USRAP processing. - Leads by example and is responsible for offering support and guidance in performance enablement, developing direct reports, sharing time and credit, and creating an inclusive environment within CP. - Responsive to any staff who raises an ethics or compliance concerns, ensuring matters are resolved in a fair and appropriate manner.

Strategic Action Planning (SAP) and Representation (15%):

- Manages team performance to realize productivity and innovation within the department’s strategic plan. - Advises coordinator on training gaps, resource needs and overall ‘feel’ of the department. - Builds strategy into functional unit work plans and performance evaluations. - Utilizes organizational skills to manage people, processes, and policies within the CP department. - Acts as CPC back-up when required to ensure department deliverables are being met and/or maintained. - Represents case processing department in various RSC management forums including case conference meetings and monthly RSC Asia management meetings.

Other Duties (5%):

- Other related duties as assigned by supervisor and/or RSC Asia SMT.

Key Working Relationships:

Position Reports to: Case Processing Coordinator Position directly supervises: Case Processing Managers

Indirect Reporting: Sr. Program Coordinator

Other Internal and/or external contacts:

Internal: All Thailand, Malaysia, and Bangladesh RSC staff, CRRD Thailand Country Program

External: PRM, IOM, UNHCR, RMA, USCIS, RPC, and RAs

Job Requirements:


University degree in any field (or four 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 two years’ cumulative project management experience within USRAP, including performance enablement and developing direct reports, is required. - USRAP processing or other NGO experience is preferred. - Previous work in a multi-cultural environment is an asset.

Demonstrated Skills and Competencies:

- Ability to think strategically and unify the efforts of team in achieving deliverables. - A highly intuitive individual who can empower, explore, guide, and teach direct reports on specific tasks. - Ability to get results through others by painting a clear picture in explaining the ‘why’, setting clear expectations and clarifying goals. - High sense of self-motivation and drive. - Solid organizational skills with the ability to prioritize, effectively manage time, and meet deadlines and work well in a fast-paced multi-cultural team environment. - Problem-solver who takes initiative to provide solutions. - High level of professionalism, integrity, compliance, and ability to maintain confidentiality. - Strong team player, strong analytical skills and able to think and work independently when needed. - Ability to develop/think through proposals for policy and procedures improvement. - Ability to review the work of others for compliance, providing critical and positive feedback in a professional and constructive way. - Excellent interpersonal and communication skills: ability to communicate and work effectively and professionally with a host of external partners and internal colleagues across multi-cultural settings. - Able to train in large and small group settings. - Ability to travel whenever required, both domestically and internationally - Ability to take direction from supervisors, adapt quickly to change and cooperate with teammates.

Language and Computer Skills:

- Excellent verbal and written English language skills. - Computer Literacy – a high level of competence in MS Office i.e., Word, Excel, PowerPoint, Outlook is required. - Ability to run and read high level spreadsheets and conduct advanced QC in tableau with a high level of attention to detail is required. - Proven advanced case management system and data entry skills with high accuracy, attention to detail, and self-checking abilities is 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.

Application Deadline: 25 June 2024


Added 6 days ago - Updated 7 hours ago - Source: