Senior Case Processing Officer (National Position)

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 Case Processing Officer (SCPO) ensures a high level of general processing on behalf of refugee applicants to the United States Refugee Admissions Program (USRAP) through Case Processing management and quality control functions, including data entry of refugee case file information into START, a State Department – managed system that supports the arrival and resettlement of refugees through technology. The position is responsible for complex data entry and assisting with daily workload management of the Case Processing assigned unit’s workload in a timely and accurate manner, in compliance with existing Standard Operating Procedures (SOPs). The SCPO performs other office functions outside of the general responsibilities of Case Processing as assigned by the immediate supervisor, for example task delegation to contractual staff.

Major Responsibilities:

·     Assist managers to manage task delegation, monitor the progress of work completion within assigned unit(s) and provide relevant feedback on the team’s performance and any workload issues.

·     Maintain high-quality control levels of USCIS adjudicated complex/specialized caseloads pertaining to both the physical file (for follow-to-join refugee cases) and all digital records data entered in START.

·     Daily tracking of assigned unit specific action items in START to ensure action is being taken within service level agreement (SLA) timelines per SOP. Action any records found to be non-compliant with SLA timelines and immediately escalate to supervisor for review.

·     Acts as a liaison between the RSC Asia Casework team, USCIS, IOM, RPC, and RAs for all post-processing as necessary.

·     Maintain various RSC-partner mailboxes, and action on follow-up from USCIS adjudicated cases, complete with high-level accuracy for all post-adjudicated cases from USCIS, namechecks re/requests from vetting partners, medical and departure updates with the International Organization for Migration (IOM), follow up on refugee case assurances with the Refugee Processing Center (RPC) and stateside resettlement agencies (RA)

·     Ensure all data entered in START is compliant and up to date with USRAP guidelines and the cooperative agreement.

·     Liaise with other SCPOs to coordinate daily assessment, quality control of case updates, scanning /attaching, document QC in START, medical updates, assurance requests, and travel request QC within assigned units, and other units as necessary.

·     Generates specific progress reports in tableau, interprets data in START dashboard filters to take both routine and corrective action communicated in SOP and/or USCIS initiated action items.

·     Implement work plans as communicated by the manager and report progress of what has been achieved against agreed deadlines.

·     Generate and share with managers solution-oriented ideas on how to resolve challenges or bottlenecks in work plans to improve workflow.

·     Incorporate feedback and learning in daily assignments by remaining up to date with SOP changes and communicating any challenges to the manager.

·     Provide task-specific training/guidance to the Case Processing staff, as well as new hire/temporary/contractual staff.

·     Perform other related duties as assigned, including being back up to CPM when required.

Key Working Relationships:

Position Reports to:Case Processing Manager

Position indirectly supervises: None

Indirect Reporting: Senior Case Processing Manager, Case Processing Coordinator

Other Internal and/or external contacts:

Internal: All Bangkok, Bangladesh, and Malaysia RSC staff

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

 Job Requirements:

Education:

·     University degree in any field (or two years of equivalent work experience in lieu of a degree).

Work Experience:

·     At least two years of relevant professional experience with previous data entry/management experience is required.

·     Resettlement processing or other NGO experience is preferred.

·     Previous work in a multicultural environment is advantageous.

Demonstrated Skills and Competencies:

·     High level of professionalism while carrying out duties per the SOPs (i.e. integrity and confidentiality)

·     Solid organizational skills with the ability to prioritize multiple tasks, set priorities, effectively manage time, meet deadlines, and work well under pressure in a fast-paced team environment.

·     Strong communication skills with a demonstrated ability to communicate and work effectively and professionally with partners, colleagues, beneficiaries, and interpreters.

·     Problem-solver who takes initiative to provide solutions.

·     Ability to take instruction from supervisor and exercise critical thinking.

·     Meticulously attentive to details, and able to ensure compliance with policies and procedures by team members, providing feedback in a professional and constructive way.

·     Excellent data entry and report writing skills; ability to produce grammatically correct, compliant reports.

·     Ability to complete advanced quality checks on cases utilizing tableau reports and dashboard filters.

·     When required, able to assist in providing the necessary guidance and support to co-workers.

·     Team oriented yet able to think and work independently.

·     Flexible and able to work in a fast-paced, multicultural environment.

Language and Computer Skills:

·     Excellent verbal and written English language skills.

·     Computer Literacy – high level of competence in MS Office i.e., Word, Excel, PowerPoint, and Outlook

·     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 Bangkok in an urban office environment. The position may be requested to travel to support the delivery of USRAP processing within Thailand and throughout the region.

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.

Application Deadline: 6 February 2024