Case Processing Manager-RSC

Program Brief

Founded in 1933, International Rescue Committee (IRC) is one of the world’s leading agencies working in post-conflict and development contexts, supporting communities in over 40 fragile, failed and developing states. In this capacity, we work to restore safety, dignity and hope to millions who are uprooted, struggling to endure and wishing to advance on a path of development.

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.

Purpose

The Case Processing Manager ensures a high level of general processing on behalf of refugee applicants to the United States Refugee Admissions Program (USRAP) through supervision, 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 the full oversight of unit(s) assigned within the Case Processing Department and will primarily focus on working with United States Citizenship and Immigration Services (USCIS) adjudicated cases within the larger RSC team. The position is responsible for communicating with other Case Processing units as well as the Casework Department and external partner agencies to ensure timely information sharing and follow-up.

Major Responsibilities

Program Delivery

· Manages the day-to-day activities of assigned unit(s) within the Case Processing unit.

· Ensures all refugee case processing functions within the unit strictly adhere to the PRM, USCIS, RPC/START, IRC and RSC Asia policies, guidelines and procedures.

· Ensure all data entered into START by the unit is error-free in accordance with USRAP guidelines and the cooperative agreement.

· Perform regular quality checks on work completed by direct reports and spot checks on CP team and ensure error detection at every quality control check point within the teams.

· Collaborate with the Casework, Pipeline and Report and Program Support Departments to develop, align and implement overall RSC departmental goals, policies, and procedures

· Ensure timely and accurate completion of tasks

· Be a subject matter expert on specialized processing stages including, but not limited to, specialized caseloads, expedites and exceptional case requirements as required by the donor

· Collaborate with Pipeline and Report department to develop Tableau and START-based reporting suitable for overall pipeline monitoring of USCIS Adjudicated cases.

Training, Monitoring and Evaluation

· Ensure staff under supervision have access to the skills and tools needed for efficient processing of refugee applications.

· Participate in START Training and provide work changes/process feedback

· In collaboration with the supervisor and CP Coordinator, ensure that an effective program monitoring and evaluation system is in place;

· Ensure team members and direct reports fully comply with all Integrity and Compliance Guidelines

Key Partners and Donor Relations

· Develop and maintain excellent strategic relationships with program partners, including, USCIS, IOM, RPC, and Resettlement Agencies and other partner organizations.

· Coordinate with supervisor to ensures alignment of policy and practice, as necessary.

Staff Management, Development and Retention

· Responsible for supervision, support and lead the teams of Senior Case Processing Officers and Case Processing Officers

· Responsible for quality control checks and provide feedback to staff on quality control issues in a timely manner

· Identify training and other development needs for the staff; create and deliver training as necessary.

· Identify performance issues within teams 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.

Other Duties

· Ensure compliance with the requirements outlined in PRM’s USRAP Manual, Integrity & Compliance Module.

· Perform other duties as assigned.