ThaiNGO

JOB TITLE:  Inquiries Officer

BAND/LEVEL/GRADE:  8B

DEPARTMENT: Resettlement Support Center

LOCATION: Bangkok, Thailand

BACKGROUND:

The IRC has a rich history of assisting refugees to apply for U.S. resettlement, from its founding in 1933 to help vulnerable individuals escape Nazi-occupied Europe, to pioneering the Joint Voluntary Agency which assisted Indochinese refugees for 22 years, to operations in Croatia, Sierra Leone and Sudan. Over the years, IRC has processed some half million refugees worldwide for U.S. resettlement.

Based in Bangkok with field offices in Thailand and Malaysia, the IRC Resettlement Support Center (IRC-RSC) assists persons throughout Asia seeking permanent resettlement in the United States.  The RSC prepares refugee applications for the U.S. Refugee Admissions Program (USRAP) across the region, 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 Inquiries Officer is responsible for monitoring and responding to routine refugee case status inquiries submitted via e-mail, phone, letter and the RSC’s online Case Status Inquiry website (CaSI).  Inquiries may be submitted directly by refugees or third parties.  The Inquiries Officer also provides general information about the USRAP to refugees.  S/he will ensure that case related updates provided by refugees or USRAP partner agencies are accurately recorded in the Worldwide Refugee Admissions Processing System (WRAPS) database and flagged for follow-up as appropriate.  S/he projects the professional image of the IRC-RSC through telephone, email and in-person interaction with refugees.

MAJOR RESPONSIBILITIES:

• Respond to refugee or third-party inquiries submitted online, by phone, email, letter and/or in-person encounters within established time frames
• Provide refugee applicants with accurate, general information about the USRAP, or with their case specific information.
• Provide counseling on case status and in some cases, final case decision by United States Citizenship and Immigration Services
• Ensure accurate data entry into WRAPS and dissemination of information received to relevant staff
• Seek guidance and communicate with appropriate staff about more complex cases
• Keep immediate supervisor informed of developments in daily inquiries, including any urgent inquiries
• Assist in recognizing, documenting and alerting supervisors of trends
• Recommend process improvements and changes
• Ensure automated response systems (voicemail, e-mail, CaSI) are regularly updated with current information
• Complete call logs and relevant/required reports, including weekly progress reports.
• Other duties as assigned by supervisor.

KEY WORKING RELATIONSHIPS:

Position Reports to:  Casework Manager

Position Directly Supervises:  N/A

Indirect Reporting: Other Casework Managers, Casework Coordinator, Case Processing Coordinator

Other Internal/External contacts:

Internal:  Work collaboratively with colleagues on the Casework, Case Processing and Program Support teams.

External: N/A

JOB REQUIREMENTS:

Education:  University education; equivalent combination of education and direct experience will be considered.

Work Experience :

• Prior experience working in a community based, non-profit or social services organization; preferably with an international organization
• Customer service experience is helpful
• Experience with database entry, particularly with WRAPS (Worldwide Refugee Admissions Processing System), is preferred

Demonstrated Skills and Competencies:

• Demonstrated skills in database management and record keeping

• Both team and detail oriented; flexible and able to work in fast-paced, multi-cultural environment.

• Able to function effectively in a complex office environment and set appropriate priorities; manages time well in order to meet deadlines
• Ability to carry out responsibilities independently with minimal technical support
• Must be a patient and good communicator who can identify problems and pro-actively seek to resolve them

• Proficient in use of personal computers; familiar with Windows applications, Microsoft Office, email and Internet
• Prior experience working with interpreters is preferred

• Willing and able to travel to and work in remote locations such as refugee camps

Language Skills:  Fluent in both written and spoken English.  Fluency in a refugee language is helpful.

Certificates or Licenses: None required.

Working Environment: The position is currently based in Bangkok in an urban office environment.  The position may require both domestic and international travel to support 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.

HOW TO APPLY:

Application letter and most recent CV in English stating qualifications and experience should be submitted to the IRC Human Resources Department at Thailand.HR@rescue.org

All applications will be treated confidentially and not returned. The IRC considers all applicants on the basis of merit without regard to race, national origin, religious beliefs, sexual orientation, age, marital status or physical or mental disability. The IRC is an equal opportunity employer.

Application Deadline: 27 September 2018