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    Senior Casework Manager

    Full-Time
    Bangkok, Thailand
    Posted: June 24, 2024
    Position Details

    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



    Skills
    Quality control
    Data management
    Performance Improvement
    Confidentiality
    Professional Conduct

    Functions
    Administration & Office

    Job Overview

    Job Type:

    Full-Time


    Company

    International Rescue Committee logo

    International Rescue Committee

    17 active jobs

    Industry:

    Healthcare & Pharmaceutical

    Ready to Apply?

    Submit your application now and take the next step in your career journey.

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