Case Processing 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 Case Processing Coordinator is responsible for the daily management and supervision of all staff in Case Processing Department, and oversees all functions of the department. These include data entry of refugee case file information into START, a State Department managed data management system that supports the processing and resettlement of refugees; coordination of refugee medicals and departures with the International Organization for Migration (IOM); follow up on refugee case assurances with the Refugee Processing Center and stateside resettlement agencies, and oversight of all security checks across the RSC Asia pipeline.
1. Program Delivery
•Ensures all refugee case processing functions within the Case Processing Department strictly adhere to the PRM, USCIS, RPC, IRC and RSC Asia policies, guidelines and procedures.
•Ensure all Case Processing staff are trained to competently handle all aspects of required data entry and file maintenance.
•Update standard operating procedures quarterly in collaboration with other Coordinators, including leading the team with process reviews annually.
•Ensure updates to Case Processing standard operating procedures (SOPs) are instituted as necessary and staff training occurs accordingly.
•Ensure all data entered into START by case processing staff is error-free.
•Institute and maintain quality control checks to ensure accurate and consistent data entry of refugee case information into START and physical case files.
•Monitor and ensure follow up of high profile, vulnerable and/or sensitive cases, and expedite caseloads such as unaccompanied minors and medical cases including direct provision of Case Processing services as needed.
•Coordinate with RSC colleagues and USRAP implementing partners as needed to ensure barriers to processing are addressed in a timely manner.
oCoordinate follow up of USCIS holds with USCIS HQ and delayed security checks with PRM and/or RPC.
oOversee out processing activities and ensure effective coordination with IOM on scheduling of medical processing and departures.
oAnalyze trends, review timelines, ensure follow up is done for cases stuck at various processing points.
•Conduct routine pipeline analysis and report findings/issues to senior management. Identify and address processing problems or errors as soon as they arise.
2. Key Partners and Donor Relations
•Participate in weekly calls with donor representatives.
•Represent RSC Asia at meetings with USRAP partners on a regular basis.
•Develop and maintain excellent strategic relationships 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 ensures alignment of policy and practice, as necessary.
3. Staff Management, Development and Retention
•Actively participate in the Senior Management Team, providing solutions and direction.
•Provide daily oversight to the Case Processing including direct supervision of Senior Case Processing Manager, setting work objectives, providing training, managing performance, and assisting with recruitment strategies as needed.
•Identify training and other development needs for the Case Processing staff; create and deliver training as necessary.
•Identify performance issues within team and rectify to develop staff capacity within the 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.
•Work with Senior Case Processing Manager to ensure that regular and appropriate team meetings and trainings are conducted.
•Participate in management team activities and in annual planning processes.
•Oversee development, implementation, and regular monitoring of Case Processing budget.
•Ensure compliance with the requirements outlined in PRM’s USRAP Manual, Integrity & Compliance Module.
•Perform other duties as assigned.
Key Working Relationships:
Position Reports to: Senior Program Coordinator, Thailand and the Region
Position directly supervises: Senior Case Processing Manager
Indirect Reporting: Director
Other Internal and/or external contacts:
Internal: All Program Coordinators, IRC Thailand operational support staff and occasional coordination with RSC Malaysia Program Coordinators
External: PRM Regional Refugee Coordinator’s office, PRM Program Officer, USCIS, IOM, UNHCR, and other partner organizations.
•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.
Demonstrated Skills and Competencies:
•Proactive, well-organized, flexible, and able to work effectively with partners and colleagues in a fast-paced, multi-cultural environment.
•Solid organizational skills with the ability to juggle multiple tasks, set priorities, effectively manage time, and meet deadlines.
•Adept at providing solutions and responds well in an environment of constant change.
•Able to review and develop policies and procedures for the department.
•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.
•Willing and able to travel both domestically and internationally, including remote locations.
•Knowledge of the U.S Refugee Admissions Program preferred.
Language and Computes Skills:
•Fluency in both written and spoken English.
•Working knowledge of a refugee language helpful.
•High level of computer literacy and proficient in MS Office applications (Word, Excel, Power Point, Outlook) is required. This role requires the ability to create spreadsheets and analyze large amounts of data.
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. A valid passport and the ability to acquire US and other visas, as necessary, is a requirement.
The IRC and IRC workers must adhere to the values and principles outlined in IRC Way - Standards for Professional Conduct. These are Integrity, Equality, Service, 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.
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.