ThaiNGO

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 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. The position ensures high-quality work completion for eligible refugee applicants and ensures their case files are ready for adjudication by a United States Citizenship and Immigration Services (USCIS) officer. This position will act as the team lead supporting USCIS circuit rides to Thailand and the region. The position is responsible for the daily management of the workload 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:
• Assist in leading and managing various aspects of Casework operations
• Implement strategies to ensure efficient and timely delivery of casework services to refugees
• Conduct advanced casework on complex cases in a manner demonstrating a senior level of understanding of case and circumstance complexities and details
• 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 in START by department staff is accurate in accordance with USRAP guidelines and the cooperative agreement by ensuring error detection and correction at every quality control checkpoint.
• Analyze processing systems to reach pre-screening and quality control targets, and various follow-up tasks
• Assist and/or lead organizing and managing casework teams during USCIS circuit rides including ensuring schedules are accurate, conduct briefings to the applicants, monitor completion of case files and document review prior to presenting a case to USCIS, complete quality check of documents after USCIS interview, complete case updates into START and quality check of data in START after circuit rides.
• Monitor report of quality check trends detected from case analysis of both the physical files and data in START and provide solutions to reduce data entry error to supervisor
• Coordinate with designated partner agencies on urgent protection or medical cases requiring expedited processing
• Interface with partner agencies and refugee representatives in a professional manner
• Maintain high professionalism when representing RSC Asia at meetings with partners
• Ensure workload completion in the time requested and keep supervisors advised of workload challenges
• Train, monitor, shadow, and provide feedback to Senior Casework Officer (SCWO) Casework Officer (CWO), and Casework Assistants (CWA)
• Other duties as assigned
Key Working Relationships:
Position Reports to: Senior Casework Manager
Position directly supervises: Casework Assistant, Casework Officer, and Senior Casework Officer
Indirect Reporting: Casework 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 two years of relevant professional experience collecting data collection and interviewing required
• Minimum one-year cumulative project management experience, including managing reports and allocating work, is required
• USRAP processing or other NGO experience is preferred
• Previous work in a multicultural environment is preferred
Demonstrated Skills and Competencies:
• Able to travel whenever required, both domestically and internationally
• Proven people management and leadership skills: the ability to lead a team and promote productivity in a positive
work environment
• Must be both team and detail-oriented, flexible, and able to achieve results in a fast-paced, multicultural environment.
• Problem-solver who takes initiative to provide solutions
• High level of professionalism, integrity, and ability to maintain confidentiality
• Able to review and develop policies and procedures for the department
• Able to send proposals for policy and procedures improvement, and review the work of others for compliance, proving
feedback in a professional and constructive way.
• Excellent interpersonal skills: the 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
• Able to manage team performance, providing regular constructive feedback and holding team members accountable.
• Solid organizational skills with the ability to juggle multiple tasks, set priorities, effectively manage time, meet
deadlines, and work well under pressure in a fast-paced team environment
• Proven advanced data entry skills
• Good team player, strong analytical skills, and ability to think and work independently as and when needed
• 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, PowerPoint, 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 Mae Sot office environment. The position may require both domestic and international
travel to support the 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.
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.