Country: Malaysia
Closing date: 28 Feb 2019
Requisition ID: req3507
Job Title: Senior Case Processing Manager
Sector: Social Work
Employment Category: Regular
Employment Type: Full-Time
Location: Kuala Lumpur, Malaysia
Job Description
Based in Bangkok with four field offices in Thailand and Malaysia, the IRC Resettlement Support Center (IRC-RSC) assists persons throughout Asia seeking permanent resettlement in the United States. RSC prepares refugee applications for the U.S. Refugee Admissions Program, provides information to resettlement agencies about arriving refugees and offers cultural orientation training to those refugees bound for the U.S resettlement.
Job Overview/Summary:
The Senior Case Processing Manager handles day-to-day activities of the Case Processing Department and ensures a high level of general processing services on behalf of refugee applicants to the USRAP through leadership, supervision, case management and quality control. Case Processing Department functions include data entry of refugee case file information into the Worldwide Refugee Admissions Processing System (WRAPS); coordinating refugee medicals and departures with the International Organization for Migration (IOM); following up refugee case assurances with the Refugee Processing Center and stateside resettlement agencies; reporting; ensuring adequate quality control mechanisms are in place for all aspects of the Case Processing activities.
Major Responsibilities:
• Leads the day-to-day activities of the Case Processing Department and direct oversight of assigned Case Processing Managers including setting their work objectives, providing training and managing their performance.
• Keep Case Processing Coordinator informed of developments in daily operations, including any urgent protection or medical cases that may require expedited processing.
• Ensure timely workload completion by the teams and keep supervisor advised of workload challenges, provide statistics on accomplished work, and produce other reports as requested by supervisor.
• Liaise and coordinate with partner agencies and refugee representatives in a professional manner.
• Provide guidance/training to the Case Processing Department on processing criteria, SOPS, operational policies and guidance, USCIS procedures, policy changes and other significant information.
• Based on daily reports, plan and anticipate the workload of the department and direct appropriate staff resources to ensure timely and accurate completion of tasks
• Review weekly reports analysis for the post-DHS expedite cases and other/or special caseloads and direct necessary follow up action, reporting case issues to USRAP implementing partners as needed.
• Coordinates follow up of USCIS holds with RAD HQ or USCIS Bangkok.
• Coordinate with Casework Team leadership to ensure efficient and high quality Pre/Post casework.
• Maintain daily reporting mechanisms such as caseload reports, email reports and other Tableau database reports and analysis the caseload and direct necessary follow up action
• Lead regular clean-up of hold caseloads, ensuring that both Case Processing Managers and assigned Case Processing 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 managers and feedback provided to staff on QC issues as they arise.
• Work with Case Processing Coordinator to ensure compliance with the requirements outlined in PRM’s Program Integrity Guidelines and the Treatment of Refugee Records.
• Perform other significant duties as assigned.
Key Working Relationships:
Position Reports to: Case Processing Coordinator
Position directly supervises: Case Processing Manager(s)
Other Internal and/or external contacts: Internal: Malaysia and Thailand Program Staff
External: UNHCR, IOM, RMA, RPC, USCIS
Job Requirements:
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:
• Experience working with WRAPS and conducting United States Resettlement Program related case processing is required
• Minimum of 3 years of confirmed Supervisory, Team Management and Leadership experience is required
• Minimum of 2 years dynamic work experience in refugee processing and/or refugee resettlement
• Exposure to working in a multi-cultural environment is helpful
Proven Skills and Competencies:
• Confirmed 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 skill: ability to communicate and work effectively and professionally with partners and colleagues in a cross-cultural, multi-disciplinary environment
• Ability to conduct training, presentation inter-department and cross department (big or small group)
• Ability to develop team’s performance; provide regular feedback
• Solid organizational skills with the ability to juggle multiple tasks, set priorities, effective time management, and meet deadlines and work well under pressure in a dynamic team environment
• Ensure compliance of policies and procedures by team members; with a professional and constructive attitude, as and when needed able to send proposal for policy and procedures improvement
• Great teammate, strong analytical skills and able to think and work independently as and when needed
Language and Computer Skills:
• Ability to converse, read and write in English is a requirement
• Computer literacy – Proficient in Ms Office i.e. Word, Excel, PowerPoint and Outlook
Others:
• Able to travel whenever required, both domestically and internationally
Working Environment: The employee is required to adhere to the “IRC Way” for professional conduct, as well as to be in compliance with all related Policies and Procedures while carrying out his/her duties.
All other employee terms and conditions shall be as per stipulated in the Employment Contract and/or Employee Handbook.
How to apply:
Applications to be submited on: https://rescue.csod.com/ats/careersite/jobdetails.aspx?site=1&c=rescue&id=3507