Senior Case Work Manager

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 Senior Casework Manager ensures a high level of both general processing and casework services on behalf of refugee applicants to the United States Refugee Admissions Program (USRAP) through leadership, supervision, casework management and quality control functions, including data entry of refugee case file information into START. This position is responsible for ensuring all pre-USCIS cases in their purview are prescreened and presented to USCIS according to PRM urgency levels and receipt dates in a timely manner, as agreed upon with senior management. Senior Casework Managers are also responsible for daily management of workloads assigned and managing relationships and communication with partner agencies. This role requires the ability to create spreadsheets and analyze large amounts of data.

Highlights of Key Responsibilities

Program Delivery

• Manage the day-to-day workload of the casework team in assigned locations.

• Plan and anticipate the workload of team and direct appropriate staff resources to ensure timely and accurate completion of tasks

• 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.

• Ensure all data entered in START by department staff is error-free in accordance with USRAP guidelines and the cooperative agreement by ensuring error detection and correction at every quality control check point

• Develop and adapt processing systems to ensure the efficient and timely delivery of casework services to refugees

• Manage and ensure quality control of prescreening activities including the timely development of pipelines and schedules

• Organize and manage casework teams and support to USCIS during USCIS circuit rides and ensuring necessary completion of case updates and quality check after circuit rides.

• Perform regular quality checks on work completed by direct reports and spot checks on department

• Perform timely advanced casework on special caseloads in a manner that demonstrates a comprehensive understanding of USRAP policies and practices

• Subject matter expert on specialized caseload including but not limited to Refugee Minors, Expedited, and Fraud Suspect

• Perform advanced casework on complex cases

• Conduct prescreening interviews in a manner demonstrating a senior level of understanding of case and circumstance complexities and details

• Coordinate with supervisor on urgent protection or medical cases requiring expedited processing

• Ensure timely workload completion and keep supervisor advised of workload challenges

• Provide statistics on accomplished work and produce other reports as requested by supervisor

• Perform other duties as assigned

Staff Management, Training and Communication

• Manage an assigned aspect of program support such as scheduling for casework team

• Directly supervise assigned Managers, Senior Casework Officers, Casework Officers and Casework Assistants

• Ensures professional coordination and communication, both internally and externally

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

• Responsible for supervision, support and lead the Casework team

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

• Responsible for initial and ongoing training of all casework team including training on effective use of interpreters

• Responsible to oversee all staff performance improvement plan

• Collaborate with other managers to develop and conduct trainings relevant to casework activities in line with most current SOP

• Oversee training of newly hired direct reports as well as regular, ongoing training for assigned staff

• Participate and/or conduct START Training and provide work changes/process feedback

• 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 required. US citizens with the lived experience of being a refugee are encouraged to apply

Education

Bachelor’s Degree required; Master’s Degree in a related field is preferred

Work Experience

• At least three years of relevant professional experience collecting/managing data and interviewing required

• Minimum one-year management experience, managing team performance and projects, required

• USRAP processing or other NGO experience is preferred

• Previous work in a multi-cultural environment is preferred

Demonstrated Skills and Competencies

• Able to travel whenever required, both domestically and internationally

• 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

• Problem-solver who takes initiative to provide solutions

• High level of professionalism, integrity, and ability to maintain confidentiality

• Good team player, strong analytical skills and able to think and work independently when needed

• Proven proactive people management and leadership skills, leading a team and promoting productivity in a positive work environment

• Able to manage team’s performance and provide regular effective feedback

• Able to review and develop policies and procedures for the department and proactively suggest areas for improvement.

• Able to ensure compliance of policies and procedures by team members with a professional and constructive attitude

• 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

• Good communication skills with pleasant demeanor

• Ability to take direction from supervisors and cooperate with teammates

Language and Computer Skills

• Excellent verbal and written English language skills

• High level of computer literacy and proficiency in MS Office applications (Word, Excel, Power Point, Outlook) is required.

• Able to run and read high level spreadsheets and do 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

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, Equality 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?

#LI-GR2

Qualifications