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Senior Casework Manager

IRC - International Rescue Committee

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The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world’s largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you’re a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.
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 and in Cox’s Bazar, Bangladesh.
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 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. 
Major 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 into 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, Fraud Suspect and/or non-Burmese cases 
•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 Officer, Casework Officer and Casework Assistant 
•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
Key Working Relationships: 
Position Reports to:  Casework Coordinator 
Position directly supervises:  Casework Manager, Senior Casework Officer, Casework Officer, Casework Assistant
Indirect Reporting:  Senior Program Coordinator
Other Internal and/or external contacts: 
Internal:  All Bangkok and Malaysia RSC staff 
External:  IOM, RPC, RAs, UNHCR, USCIS, and local partners as required
Job Requirements: 
Education:
University Degree in any field
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 
•Working knowledge of a refugee language is beneficial
•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
•Ability to type 40 words per minute
Working Environment: 
The position is currently based in Cox’s Bazar, Bangladesh, primarily in office environments with travel to processing locations. The position may require both domestic 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.
The employee is required to adhere to The IRC Way for professional conduct, as well as to be in compliance with all relevant IRC and donor policies and procedures while carrying out his/her duties
Standard of Professional Conduct:The IRC and the IRC workers must adhere to the values and principles outlined in the IRC Way – our Code of Conduct. These are Integrity, Service, Accountability, and Equality.


Commitment to Gender, Equality, Diversity, and Inclusion: The IRC is committed to creating a diverse, inclusive, respectful, and safe work environment where all persons are treated fairly, with dignity and respect. The IRC expressly prohibits and will not tolerate discrimination, harassment, retaliation, or bullying of the IRC persons in any work setting. We aim to increase the representation of women, people that are from country and communities we serve, and people who identify as races and ethnicities that are under-represented in global power structures.

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