Senior Case Processing Officer (National Position)

Background/IRC Summary:

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. RSC Asia is based in Bangkok, Thailand, with a sub-office in Kuala Lumpur, Malaysia.

Job Overview/Summary:

The Senior Case Processing Officer ensures a high level of general processing on behalf of refugee applicants to the United States Refugee Admissions Program (USRAP) through 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 complex data entry and assisting with daily workload management of the Case Processing assigned unit’s workload in a timely and accurate manner, in compliance with existing Standard Operating Procedures (SOPs). The SCPO performs other office functions outside of the general responsibilities of case processing as assigned by the immediate supervisor including supervising workloads for contractual staff.

Major Responsibilities:

• Assist managers to manage task delegation and monitor the progress of work completion of assigned units.
• Supervise temporary staff, as well as provide relevant feedback to the Case Processing Manager on the team’s performances and workload issues.
• Maintain high-quality control levels of USCIS adjudicated complex/specialized caseloads of both the physical file and data entered in START.
• Acts as a liaison in the field between the RSC Casework team, USCIS, IOM, and RAs for all post-processing as necessary.
• Maintain various RSC-partner mailboxes, and action on follow-up from USCIS adjudicated cases, complete with high-level accuracy for all post-adjudicated cases from USCIS, medical and departure updates with the International Organization for Migration (IOM), follow up on refugee case assurances with the Refugee Processing Center (RPC) and stateside resettlement agencies (RA)
• Ensure all data entered in START is error-free in accordance with USRAP guidelines and the cooperative agreement.
• Work closely with other SCPO to coordinate daily assessment, quality control of case updates, scanning /attaching, medical updates, assurance requests, and travel packets within assigned units, and other units as necessary
• Produces specific progress reports to Case Processing Manager as required\
• Provide task-specific training/guidance to the Case Processing staff, as well as new hire/temporary/contractual staff
• Perform other related duties as assigned, including being back up to CPM when required

Key Working Relationships:

Position Reports to: Case Processing Manager
Position directly supervises: Temporary/Contractual staff
Indirect Reporting: Senior Case Processing Manager, Case Processing Coordinator
Other Internal and/or external contacts:
Internal: All Bangkok and Malaysia RSC staff
External: USCIS officers, RPC, UNHCR and IOM