VN 2022/015 SV “Senior Project Assistant, Case Management (Adjudications)” – G6– Programa USRAP At International Organization for Migration

Vacancy Notice

Open to Internal and External Candidates

Position Title : Senior Project Assistant, Case Management

(Adjudications)

Duty Station : San Salvador, El Salvador

Classification : General Service Staff, Grade G6

Type of Appointment : One Year Fixed Term

Estimated Start Date : As soon as possible

Closing Date : May 30, 2022

Reference Code : VN2022/015 SV

Established in 1951, IOM is a Related Organization of the United Nations, and as the

leading UN agency in the field of migration, works closely with governmental,

intergovernmental and non-governmental partners. IOM is dedicated to promoting humane

and orderly migration for the benefit of all. It does so by providing services and advice to

governments and migrants.

The United States Refugee Admissions Program (USRAP) operates world-wide with a target

of providing resettlement opportunities to tens of thousands of refugees each year. IOM

provides a range of services and support to the USRAP including, but not limited to, case

processing, migration health assessments, cultural orientation training, organized

transportation and administration of a travel loan and collections program. The Department

of Operations and Emergencies (DOE), specifically the Resettlement and Movement

Division (RMM), has the organizational responsibility to provide direction, oversight and

guidance to IOM’s global support to all resettlement programs.

Context:

Under the United States Refugee Admissions Program (USRAP), the Resettlement Support

Center (RSC) provides critical support and processing services for refugee resettlement to

the US. As part of an MOU between IOM and the US State Department Bureau for

Population Refugees and Migration (PRM), IOM manages the RSC for Latin America region.

RSC LA manages US resettlement activities in Latin America and Caribbean. RSC LA

prepares refugee applications for adjudication by and provides support to visiting US

Citizenship and Immigration Services (USCIS) officers, facilitates security and medical

screenings, provides information about arriving refugees to resettlement agencies in the US

and offers Cultural Orientation (CO) training to refugees departing for the US.

IOM is committed to a diverse and inclusive environment. Internal and external candidates

are eligible to apply to this vacancy. For the purpose of the vacancy, internal candidates

are considered as first-tier candidates.

Under the general supervision of the Project Officer, Case Management and the direct supervision of the Project Associate, Case Management, RSC LA, the Senior Project Assistant, is responsible for carrying out case management activities, with the following duties and responsibilities:

Core Functions / Responsibilities:

• Oversee a team of RSC Latin America staff members undertaking case management activities in an assigned area or areas, such as file integrity, program access, prescreening, field team, adjudications support, scheduling or pre-departure services, including supporting staff development processes such as hiring, providing training, assigning duties and giving feedback to staff members on their performance on a regular basis to ensure high quality work and the accurate completion of case management activities.

• Oversee the efficient and effective management of refugee case files and medical records, including, if assigned, the creation of new case files, the timely and accurate distribution, return and re-filing of case files, that the file tracking system is used to keep comprehensive track of files, and that files are scanned and transformed into travel packets as needed.

• Oversee refugee interviews, if assigned, ensuring team members use appropriate interview techniques, treat refugee applicants with dignity and respect, follow up-to-date formfill and casework procedures, correctly enter data into START and other databases, accurately verify information previously entered into files such as biographic and family information, scan, photocopy, attach, file and translate documents as needed, and photograph applicants in accordance with established Standard Operating Procedures (SOPs).

• Organize and schedule refugee appointments, including, if assigned, creating and running ad hoc reports, creating schedules in START or another database, entering schedule data, updating schedules, overseeing the issuance of notifications and the confirmation of appointments, ensuring applicants are notified of their appointments in an effective, respectful and timely manner, facilitating interpretation services and maintaining a related database, and assisting with circuit ride logistics as needed.

• In relation to the adjudication of refugee case files, provide support to USCIS officers and oversee daily adjudications activities, the distribution of adjudications work to team members, the delivery of briefings for refugee applicants, interpretation during interviews, data entry, logistical support and notifications to refugees of their results.

• Through oversight and quality check (QC) measures, ensure START is updated as needed with refugee application data, biographical and other sensitive information such as USCIS interview dates, interview and fingerprint results, medical data and resettlement location preferences, and oversee processes such as program access verification, security checks or assurances as required.

• Utilizing reports, oversee and conduct regular QC of case files and data in START to ensure the accuracy of all case information, the RSC’s compliance with all USRAP and RSC SOPs and that processing pipelines are as short and efficient as possible, with expedited cases progressing as needed.

• In coordination with the Project Coordinator, liaise as needed with other teams and units in RSC LA and with external partners such as USCIS, the Refugee Processing Center (RPC), panel physicians, the US Embassy and the United Nations High Commissioner for Refugees (UNHCR). Prepare team statistics and report regularly to the Project Coordinator, National / Project Officer problems and solutions related to the workflow and processing pipeline.

• Train other Case Management team members as needed to efficiently and effectively manage refugee case files, conduct full refugee interviews, organize and schedule refugee appointments, update START, conduct quality assurance of files and case data and support the USCIS adjudication, and to oversee case management teams and activities.

• Undertake duty travel as needed to participate in refugee interview and USCIS adjudication circuit rides, for meetings and for training.

• Demonstrate a comprehensive understanding of the USRAP, SOPs and START, as well as the ability to remain professional, impartial and unbiased during all interactions with refugee applicants, colleagues and partners. Support the development and implementation of SOPs as needed.

• Maintain and ensure the confidentiality and integrity of all RSC-related information by implementing control procedures in line with USRAP standards of conduct and data protection rules. Alert RSC management of any non-compliance to SOPs or codes of conduct by RSC staff members.

• Perform such other duties as may be assigned.

Required Qualifications and Experience

Education and Experience

• Completed secondary education required with six years of working experience.

• Bachelor’s degree with four years of working experience

• Delivers on set objectives in hardship situations

• Experience working with international cooperation and international humanitarian organizations an advantage

• Experience in customer service

• Experience with staff Supervision

Skills

• Ability to use own initiative and work under pressure with minimum supervision

• Strong interpersonal and communication skills

• Attention to detail and ability to organize

• Self-motivated and objective driven Attention to detail and ability to organize

• Excellent computer skills – Word, Excel

Languages

Fluency in Spanish and English (oral and written)

Required Competencies

The successful candidate is expected to demonstrate the following values and competencies:

Values

• Inclusion and respect for diversity: respects and promotes individual and cultural differences; encourages diversity and inclusion wherever possible.

• Integrity and transparency: maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.

• Professionalism: demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.

Core Competencies – behavioural indicators level 2

• Teamwork: develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.

• Delivering results: produces and delivers quality results in a service-oriented and timely manner; is action oriented and committed to achieving agreed outcomes.

• Managing and sharing knowledge: continuously seeks to learn, share knowledge and innovate.

• Accountability: takes ownership for achieving the Organization’s priorities and assumes responsibility for own action and delegated work.

• Communication: encourages and contributes to clear and open communication; explains complex matters in an informative, inspiring and motivational way.

Managerial Competencies – behavioural indicators level 2

• Leadership: provides a clear sense of direction, leads by example and demonstrates the ability to carry out the organization’s vision; assists others to realize and develop their potential.

• Empowering others & building trust: creates an atmosphere of trust and an enabling environment where staff can contribute their best and develop their potential.

• Strategic thinking and vision: works strategically to realize the Organization’s goals and communicates a clear strategic direction.