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