Senior Inquiries and Outreach Officer (National Position)
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Background/IRC Summary: 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. RSC Asia is based in Bangkok, Thailand, with a sub-office in Kuala Lumpur, Malaysia.
Job Overview/Summary: The Senior Inquiries and Outreach Officer is responsible for monitoring and responding to routine refugee case status inquiries submitted via e-mail, phone, letter and the RSC Asia’s online Case Status Inquiry website (CaSI). Inquiries may be submitted directly by refugees or third parties. The Senior Inquiries and Outreach Officer also provides general information about the USRAP to refugees. This position will ensure that case related updates provided by refugees or USRAP partner agencies are accurately recorded in into START, and flagged for follow-up as appropriate. The Senior Inquiries and Outreach Officer projects the professional image of RSC Asia through telephone, email and in-person interaction with refugees.
• Implement all required USRAP policies and procedures including but not limited to all START Processing Guides, the Integrity and Compliance guidelines and the established local best practices. • Respond to refugee or third-party inquiries submitted online, via phone, email, letter and/or in-person encounters within established time frames, and within the framework of all USRAP guidelines. • Provide refugee applicants with accurate, general information about the USRAP, or with their case specific information. • Develop and implement weekly monitoring reports and tools to provide ongoing analysis of processing priorities. • Conduct follow-up activities for cases that are prioritize for processing by Casework and/or Case Processing team including updating in START to ensure timely transition of cases to next processing stage. • Perform quality control work on actioned cases daily. • Travel independently to locations both within Thailand and Regionally to conduct inquiries and outreach session. • Provide counseling on case status and in some cases, final case decision by USCIS. • Ensure accurate data entry into START in accordance with USRAP guidelines, and accurate dissemination of information received to relevant staff • Seek guidance and communicate with appropriate staff to resolve more complex case issues. • Keep immediate supervisor informed of developments in daily inquiries, including any urgent inquiries. • Other duties as assigned by supervisor.
Key Working Relationships: Position Reports to: Inquiries and Outreach Manager Position Directly Supervises: N/A Indirect Reporting: Program Support Coordinator Other Internal/External contacts: Internal: All Bangkok and Malaysia RSC staff External: N/A
Job Requirements: Education: University Degree in any field
Work Experience : • At least two years of relevant professional experience including database management and record keeping required. • Previous customer service experience required. • Resettlement processing, interview experience, or other NGO experience is preferred • Previous work in a multi-cultural environment is advantageous
Demonstrated Skills and Competencies: • Both team and detail oriented; flexible and able to work in fast-paced, multi-cultural environment. • Able to function effectively in a complex office environment and set appropriate priorities; manages time well in order to meet deadlines • Ability to carry out responsibilities independently with minimal technical support • Must be a patient and good communicator who can identify problems and pro-actively seek to resolve them • Prior experience working with interpreters is preferred • Willing and able to travel to and work in remote locations such as refugee camps
Language and Computer Skills: •Excellent verbal and written English language skills required. •Working knowledge of a refugee language is desirable. •High level of computer literacy and proficient in MS Office applications (Word, Excel, Power Point, Outlook) is required. •Proven advanced data entry skills with extreme accuracy, attention to detail, and self-checking abilities required.
Working Environment: The position is currently based in Bangkok in an urban office environment. The position may require both domestic and international travel to support delivery of USRAP processing within Thailand and throughout the region. A valid passport and the ability to acquire US and other visas, as necessary, is a requirement.