Country: Malaysia
Closing date: 17 Mar 2019
Job Description
Background/IRC Summary:Based in Bangkok with four field offices in Thailand and Malaysia, the IRC Resettlement Support Center (IRC-RSC) assists persons throughout East 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.
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 USRAP through leadership, supervision, casework management and quality control. Senior Casework Managers are responsible for daily management of workload assigned and maintaining relationships and communication with partner agencies. Casework Department functions include creation and scheduling of cases for prescreen and DHS interviews; conducting prescreen interviews of refugees referred to the U.S. Refugee Admissions Program; data entry of refugee case file information into the Worldwide Refugee Admissions Processing System (WRAPS); follow up with partners of special caseloads and complex cases; providing support to USCIS Teams visiting Kuala Lumpur; reporting; ensuring adequate quality control mechanisms are in place for all aspects of the Casework activities. The Senior Casework Manager performs other office functions outside of the general responsibilities as assigned by immediate supervisor. The Senior Casework Manager oversees Casework Managers, Caseworkers, and Casework Assistants. The position reports to the Casework Coordinator.
MAJOR RESPONSIBILITIES:
• Leads the day-to-day activities of the Casework Department and 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 workload completion 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 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.
• Develop and adapt processing systems to ensure the efficient and timely delivery of casework services to refugees.
• Assume responsibility for assigned special caseload(s) such as Refugee Minors, Expedited, Fraud Suspect and/or non-Burmese cases.
• Provide pre-DHS management and support for special caseloads, including refugee minors, sensitive protection cases.
• Handle regular clean-up of hold caseloads, ensuring that both 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 feedback provided to staff on QC issues as they arise.
• Work with Casework Coordinator to ensure compliance with the requirements outlined in PRM’s Program Integrity Guidelines and the Treatment of Refugee Records.
• Perform other duties as assigned.
Key Working Relationships:
Position Reports to: Casework Coordinator
Position directly supervises: Casework Managers
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:
• 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
• Exposure to working in a multi-cultural environment is helpful.
• Experience working with WRAPS and conducting United States Resettlement Program related case processing is helpful.
• 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 and guide performance; provide regular feedback
• Solid organizational skills with the ability to juggle multiple tasks, set priorities, effectively handle time, and meet deadlines and work well under pressure in diverse 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
• A standout colleague with 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, and PowerPoint, Outlook
Others:
• Able to travel whenever required, both domestically and internationally
The employee is required to adhere to the “IRC Way” for professional conduct, as well as to be in compliance with all relevant 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 submitted on: https://rescue.csod.com/ats/careersite/jobdetails.aspx?site=1&c=rescue&id=3675