Case Work Coordinator
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. Responsible for a portfolio of 38 countries, the RSC prepares refugee applications for the U.S. Refugee Admissions Program (USRAP), provides information to resettlement agencies about arriving refugees and offers cultural orientation training to those refugees bound for the United States.
The Casework Coordinator oversees all functions of the RSC Casework Department. Casework functions include data entry of refugee case file information into START, a State Department – managed system that supports the arrival and resettlement of refugees through technology, coordinating all in-person or remote refugee facing work for Thailand and the Asia region, with the exception of Malaysia.
The Casework Coordinator reports to the Senior Program Coordinator and coordinates processing activities with the Case Processing Coordinator. The Casework Coordinator is responsible for the daily management and supervision of all staff in Casework Department.
1. Program Delivery
• Develop, monitor, and adapt processing pipelines and plans, including coordination of scheduling of casework and USCIS interviews across the region.
• Provide guidance to the Casework department on processing criteria, implement use of START standard operating procedures, operational policies and guidance, USCIS procedures, policy changes and relevant refugee and immigration laws and resources.
• Review and update standard operating procedures related to casework and other specialized caseload quarterly in coordination with the START Systems Solution Coordinator.
• Institute and maintain quality control checks to ensure accurate and consistent data entry of refugee case information into START and updating of physical case files.
• Ensure all data entered into START by casework staff is error-free.
• Ensure appropriate follow-up on high profile, vulnerable and/or sensitive cases, including direct provision of Casework services as needed.
• Provide management and support for special caseloads, including refugee minors, sensitive protection cases and urban detention populations throughout the region, in addition to the specialized high priority caseloads in the Asia region that require direct coordination and partnership with the Senior Casework Manager: Special Communities and Interpreter Services.
• Conduct prescreening for specialized caseload in the region, as necessary.
• Conduct annual site visits to domestic operations in the Mae Sot office as well as site visits to refugee processing locations in Thailand.
• Both domestic and regional travel for casework operations are routine.
• Provide oversight of AOR/P3 caseload processing in Thailand and the region.
• Oversee DNA collection (US Passport holders only).
• Participate in the development, implementation and regular monitoring of Casework budget.
2. Key Partners and Donor Relations
• Participate in weekly calls with donor representatives.
• Represent the RSC at meetings with USRAP partners on a regular basis.
• Assist in maintain excellent strategic relationship with program partners, including the Regional Refugee Coordinator, USCIS, UNHCR, IOM and other partner organizations.
• Develop and distribute statistical reports to the donor and partners on key caseloads.
• Liaise with RSC Asia Kuala Lumpur leadership to support and ensures coordination of out-processing procedures.
3. Staff Management, Development and Retention
• Provide daily oversight to the Casework team, including supervision of all Senior Casework Managers and Managers.
• Identify training and other development needs for the Casework staff; create and deliver training as necessary.
• Identify performance issues within team and rectify to develop staff capacity within case processing team.
• Provide performance feedback on a timely and regular basis, including conducting performance management evaluation activities.
• Conduct and participate in interviews and hiring as necessary.
• Participate in management team activities and in annual planning processes.
• Ensure compliance with the requirements outlined in the USRAP Integrity & Compliance Module.
• Perform other duties as assigned.
• Due to donor related requirements regarding DNA collection and prescreen activity with specific high-profile caseloads, US Citizenship is preferred, but not required.
• Bachelor’s degree required. Master’s degree preferred.
• Minimum three years of progressive work experience handling social service or humanitarian assistance programs in an international setting.
• Minimum two years management experience with a multi-cultural staff.
• Experience in refugee processing or resettlement highly desired.
• Proactive, well-organized, flexible and able to work in fast-paced, multi-cultural environment.
• High level of computer literacy. Proficient in Microsoft Office suite
• Strong people management and leadership skills: ability to lead staff and promote productivity.
• High level of professionalism while implementing IRC RSC policies and procedures.
• Both team and detail oriented and able to think and work independently.
• Strong communication, interpersonal, and organizational skills.
• Knowledge of the U.S Refugee Admissions Program preferred.
• Fluent in written and verbal communication skills in English.
• Working knowledge of a refugee language helpful.
The position is based in Bangkok and is primarily office based. Occasional trips to remote locations in Thailand and the Asia region are required. The position is accompanied.
Standards of Professional Conduct: The IRC and IRC workers must adhere to the values and principles outlined in IRC Way - Standards for Professional Conduct. These are Integrity, Service, Equality and Accountability. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.