Casework Manager

Background/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 Casework Manager ensures a high level of both general processing and casework services on behalf of refugee applicants to the United States Refugee Admissions Program (USRAP) through leadership, supervision, casework management, and quality control functions, including data entry of refugee case file information into START. The position ensures high-quality work completion for eligible refugee applicants and ensures their case files are ready for adjudication by a United States Citizenship and Immigration Services (USCIS) officer. This position will act as the team lead supporting USCIS circuit rides to Thailand and the region. The position is responsible for the daily management of the workload assigned and managing relationships and communication with partner agencies. This role requires the ability to create spreadsheets and analyze large amounts of data.

Major Responsibilities:
- Assist in leading and managing various aspects of Casework operations
- Implement strategies to ensure efficient and timely delivery of casework services to refugees
- Conduct advanced casework on complex cases in a manner demonstrating a senior level of understanding of case and circumstance complexities and details
- Ensure all refugee case processing functions within the department strictly adhere to the PRM, USCIS, RPC/START, IRC, and RSC Asia policies, guidelines, and procedures.
- Ensure all data entered in START by department staff is accurate in accordance with USRAP guidelines and the cooperative agreement by ensuring error detection and correction at every quality control checkpoint.
- Analyze processing systems to reach pre-screening and quality control targets, and various follow-up tasks
- Assist and/or lead organizing and managing casework teams during USCIS circuit rides including ensuring schedules are accurate, conduct briefings to the applicants, monitor completion of case files and document review prior to presenting a case to USCIS, complete quality check of documents after USCIS interview, complete case updates into START and quality check of data in START after circuit rides.
- Monitor report of quality check trends detected from case analysis of both the physical files and data in START and provide solutions to reduce data entry error to supervisor
- Coordinate with designated partner agencies on urgent protection or medical cases requiring expedited processing
- Interface with partner agencies and refugee representatives in a professional manner
- Maintain high professionalism when representing RSC Asia at meetings with partners
- Ensure workload completion in the time requested and keep supervisors advised of workload challenges
- Train, monitor, shadow, and provide feedback to Senior Casework Officer (SCWO) Casework Officer (CWO), and Casework Assistants (CWA)
- Other duties as assigned

Key Working Relationships:
Position Reports to:                 Senior Casework Manager
Position directly supervises:  Casework Assistant, Casework Officer, and Senior Casework Officer
Indirect Reporting:                   Casework Coordinator

Other Internal and/or external contacts:
Internal:  All Bangkok and Malaysia RSC staff
External:  IOM, RPC, RAs, UNHCR, USCIS, and local partners as required