Major Responsibilities
Program Delivery:
- Manage the day-to-day workload of the Casework team in assigned locations.
- Plan and anticipate the workload of team and direct appropriate staff resources to ensure timely and accurate completion of tasks
- 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 into START by department staff is error-free in accordance with USRAP guidelines and the cooperative agreement by ensuring error detection and correction at every quality control check point
- Develop and adapt processing systems to ensure the efficient and timely delivery of casework services to refugees
- Manage and ensure quality control of prescreening activities including the timely development of pipelines and schedules
- Organize and manage casework teams and support to USCIS during USCIS circuit rides and ensuring necessary completion of case updates and quality check after circuit rides.
- Perform regular quality checks on work completed by direct reports and spot checks on department
- Perform timely advanced casework on special caseloads in a manner that demonstrates a comprehensive understanding of USRAP policies and practices
- Subject matter expert on specialized caseload including but not limited to Refugee Minors, Expedited, Fraud Suspect and/or non-Burmese cases
- Perform advanced casework on complex cases
- Conduct prescreening interviews in a manner demonstrating a senior level of understanding of case and circumstance complexities and details
- Coordinate with supervisor on urgent protection or medical cases requiring expedited processing
- Ensure timely workload completion and keep supervisor advised of workload challenges
- Provide statistics on accomplished work and produce other reports as requested by supervisor
- Perform other duties as assigned
Staff Management, Training And Communication
- Manage an assigned aspect of program support such as scheduling for casework team
- Directly supervise assigned Managers, Senior Casework Officer, Casework Officer and Casework Assistant
- Ensures professional coordination and communication, both internally and externally
- Liaise and coordinate with partner agencies (IOM, RPC, RAs, UNHCR, USCIS, and local partners as require) and refugee representatives to ensure efficient processing of refugee applications
- Responsible for supervision, support and lead the Casework team
- Responsible for quality control checks and provide feedback to staff on quality control issues in a timely manner
- Responsible for initial and ongoing training of all casework team including training on effective use of interpreters
- Responsible to oversee all staff performance improvement plan
- Collaborate with other managers to develop and conduct trainings relevant to casework activities in line with most current SOP
- Oversee training of newly hired direct reports as well as regular, ongoing training for assigned staff
- Participate and/or conduct START Training and provide work changes/process feedback
- Other duties as assigned
Job Requirements:
- University Degree in any field
Work Experience
- At least three years of relevant professional experience collecting/managing data and interviewing required
- Minimum one-year management experience, managing team performance and projects, required
- USRAP processing or other NGO experience is preferred
- Previous work in a multi-cultural environment is preferred
Demonstrated Skills And Competencies
- Able to travel whenever required, both domestically and internationally
- Solid organizational skills with the ability to juggle multiple tasks, set priorities, effectively manage time, and meet deadlines and work well under pressure in a fast-paced team environment
- Problem-solver who takes initiative to provide solutions
- High level of professionalism, integrity, and ability to maintain confidentiality
- Good team player, strong analytical skills and able to think and work independently when needed
- Proven proactive people management and leadership skills, leading a team and promoting productivity in a positive work environment
- Able to manage team’s performance and provide regular effective feedback
- Able to review and develop policies and procedures for the department and proactively suggest areas for improvement.
- Able to ensure compliance of policies and procedures by team members; with a professional and constructive attitude
- Excellent interpersonal skills: ability to communicate and work effectively and professionally with partners and colleagues in a cross-cultural environment
- Able to train in large and small group settings
- Good communication skills with pleasant demeanor
- Ability to take direction from supervisors and cooperate with teammates
Language and Computer Skills
- Excellent verbal and written English language skills
- Working knowledge of a refugee language is beneficial
- High level of computer literacy and proficiency in MS Office applications (Word, Excel, Power Point, Outlook) is required.
- Able to run and read high level spreadsheets and do advanced QC with a high level of attention to detail
- Proven advanced data entry skills with extreme accuracy, attention to detail, and self-checking abilities
- Ability to type 40 words per minute
