Senior Casework Manager

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IRC - The International Rescue Committee

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Job Description

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 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 will act as a focal point for special caseloads and 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. The Senior Casework Manager is responsible for daily management of workload assigned and maintaining relationships and communication with partner agencies.

Casework Department functions overseen by this position include conducting prescreen interviews of refugees referred to the U.S. Refugee Admissions Program; data entry of refugee case file information into START, follow up with partners on assigned caseloads and complex cases; providing support to USCIS; reporting; ensuring adequate quality control mechanisms are in place for all aspects of Casework activities. This role requires the ability to create spreadsheets and analyze large amounts of data. This position will also be responsible for creating and maintaining statistics, focusing on special caseloads, and reporting this data to the Senior Management Team and PRM. The Senior Casework Manager performs other office functions outside of the general responsibilities as assigned by her/his/their immediate supervisor. While this position’s primary area of oversight is for special caseloads, all the responsibilities detailed within this job description also apply to the Malaysia caseload. The Senior Casework manager will work in close collaboration with her/his/their Malaysian caseload focused counterpart, when not focused on special caseloads. The Senior Casework Manager directly supervises Casework Managers, and indirectly oversees Caseworkers and Casework Officers. The position reports to the Casework Coordinator.

Major Responsibilities

• Lead the day-to-day activities of the Casework Department, with a focus on special caseloads, and provides direct oversight of assigned Casework Managers and other Casework staff, including setting their work objectives, providing training, and handling their performance.

• Coordinate with Casework Coordinator on urgent protection or medical cases requiring Expedited processing and ensure appropriate follow-up on high profile, vulnerable and/or sensitive cases, including direct provision of Casework services as needed.

• Ensure timely and accurate workload completion, maintaining 100% compliance with current Standard Operating Procedures (SOPs).

• Provide statistics on accomplished work and produce reports for external partners and/or PRM, as requested by supervisor.

• Liaise and coordinate with partner agencies and refugee representatives in a professional manner.

• Provide guidance/training to the Casework Department on processing criteria, SOPs, operational policies and guidance, USCIS procedures, policy changes and other meaningful information.

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

• Ensure error detection at every quality control check point within the team.

• Develop and adapt processing systems to ensure the efficient and timely delivery of casework services to refugees, on assigned caseloads.

• Act as subject matter expert on specialized caseloads, including but not limited to Refugee minors, Expedites, Fraud, and/or non-Burmese cases.

• Perform advanced casework on complex cases as needed.

• Handle regular clean-up of hold caseloads, ensuring that Casework Managers and assigned Casework team staff take appropriate follow up actions on cases.

• Ensure efficient file review and quality control systems are in place; regular QC activities are conducted by the appropriate staff, and that feedback is provided to staff on QC issues as they arise. Utilize Tableau (electronic data QC) and START effectively to automate QC functions whenever possible.

• Work with the Casework Coordinator to ensure compliance with the requirements outlined in the Integrity and Compliance Guidelines.

• Perform other duties as assigned.

Key Working Relationships:

Position Reports to : Casework Coordinator

Position directly supervises : Casework Manager

Other Internal and/or external contacts:

Internal: Malaysia and Thailand based Staff

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

Job Requirement

Citizenship:

• Due to donor related requirements regarding DNA collection and prescreen activity with specific caseloads, US citizenship is required. US citizens with the lived experience of being a refugee are encouraged to apply.

Education:

• Minimum College or University Diploma in any field; or equivalent to a minimum of 4 - 5 years of relevant professional experience will be considered.

Work Experience:

• Minimum of 2-3 years of valid Supervisory, Team Management and Leadership experience is required.

• Minimum of 2 years progressive work experience in refugee processing and/or refugee resettlement fields.

• Exposure to working in a multi-cultural environment is helpful.

• Experience working with START and conducting United States Resettlement Program related case processing is helpful.

Skills:

• People management and leadership skills: ability to lead a team and promote productivity in a positive work environment.

• Ability to review and develop policies and procedures for the department.

• Excellent interpersonal skills: ability to communicate and work effectively and professionally with partners and colleagues in a cross-cultural, multi-disciplinary environment.

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

• Ability to conduct effective trainings.

• Ability to develop and guide performance and provide regular feedback.

• Solid organizational skills with the ability to juggle multiple tasks, set priorities, effectively handle time, meet deadlines, and work well under pressure in diverse environment.

• Strong analytical skills and the ability to think and work independently as and when needed.

Language and Computer Skills:

• Ability to converse, read and write fluently in English is a requirement.

• Computer literacy – Proficient in Ms Office i.e. Word, Excel, and PowerPoint, Outlook

Others:

• Able to travel whenever required, both domestically and internationally

Working Environment:

The IRC and IRC workers must adhere to the values and principles outlined in IRC Way - Standards for Professional Conduct. These are Integrity, Equality, Service, and Accountability. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.

All other employee terms and conditions shall be as per stipulated in the Employment Contract and/or Employee Handbook.

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Qualifications

Added 2 years ago - Updated 11 months ago - Source: rescue.org