Case Processing Coordinator At International Rescue Committee

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.

Purpose of the Role

The Case Processing Coordinator is responsible for the daily management and supervision of all staff in Case Processing and oversees all functions case processing. These include data entry of refugee case file information into START, a State Department managed data management system that supports the processing and resettlement of refugees; coordination of refugee medicals and departures with the International Organization for Migration (IOM); follow up on refugee case assurances with the Refugee Processing Center and stateside resettlement agencies, and oversight of all security checks across the RSC Asia’s Bangladesh pipeline.

Highlights of Key Responsibilities

Program Delivery

• Ensures all refugee case processing functions strictly adhere to the PRM, USCIS, RPC/START, IRC and RSC Asia policies, guidelines, and procedures.

• Ensure all data entered into START by case processing staff is error-free in accordance with USRAP guidelines and the cooperative agreement.

• Ensure all Case Processing staff are trained to competently handle all aspects of required data entry and file maintenance.

• Review and update standard operating procedures related to casework quarterly in coordination with the START Systems Solution Coordinator and lead the team in annual process reviews.

• Ensure updates to Case Processing standard operating procedures (SOPs) are instituted as necessary and staff training occurs accordingly.

• Institute and maintain quality control checks to ensure accurate and consistent data entry of refugee case information into START and physical case files.

• Monitor and ensure follow up of high profile, vulnerable and/or sensitive cases, and expedite caseloads such as unaccompanied minors and medical cases including direct provision of Case Processing services as needed.

• Coordinate with RSC colleagues and USRAP implementing partners as needed to ensure barriers to processing are addressed in a timely manner.

o Coordinate follow up of USCIS holds with USCIS HQ and delayed security checks with PRM and/or RPC.

o Oversee out processing activities and ensure effective coordination with IOM on scheduling of medical processing and departures.

o Analyze trends, review timelines, ensure follow up is done for cases stuck at various processing points.

• Conduct routine pipeline analysis and report findings/issues to senior management. Identify and address processing problems or errors as soon as they arise.

Key Partners and Donor Relations

• Participate in weekly calls with donor representatives.

• Represent RSC Asia’s Bangladesh sub-office at meetings with USRAP partners on a regular basis.

• Develop and maintain excellent strategic relationships with program partners, including the Regional Refugee Coordinator, USCIS, UNHCR, IOM and other partner organizations.

• Develop and distribute statistical reports to the donor and partners on key caseloads.

• Liaise with RSC Asia leadership and management teams to ensures alignment of policy and practice, as necessary.

Staff Management, Development and Retention

• Actively participate in RSC Asia’s management team in Bangladesh, providing solutions and direction.

• Provide daily oversight to the Case Processing including direct supervision of Senior Case Processing Manager, setting work objectives, providing training, managing performance, and assisting with recruitment strategies as needed.

• Identify training and other development needs for the Case Processing staff; create and deliver training as necessary.

• Identify performance issues within team and rectify to develop staff capacity within the team.

• Provide performance feedback on a timely and regular basis, including conducting performance management evaluation activities.

• Conduct and participate in interviews and hiring as necessary.

• Work with Senior Case Processing Manager to ensure that regular and appropriate team meetings and trainings are conducted.

Other Duties

• Participate in management team activities and in annual planning processes.

• Oversee development, implementation, and regular monitoring of Case Processing budget.

• Ensure compliance with the requirements outlined in PRM’s USRAP Manual, Integrity & Compliance Module.

• Perform other duties as assigned.

Experience and Competencies: Knowledge, Skills & Abilities

Citizenship

• Due to donor related requirements regarding DNA collection and prescreen activity with specific high-profile caseloads, US Citizenship is preferred, but not required.

Education

• Bachelor’s degree required. Master’s degree preferred.

Work Experience

• Minimum three years of progressive work experience handling social service or humanitarian assistance programs in an international setting.

• Minimum two years management experience with a multi-cultural staff.

• Experience in USRAP refugee processing or resettlement highly desired.

Demonstrated Skills and Competencies

• Proactive, well-organized, flexible, and able to work effectively with partners and colleagues in a fast-paced, multi-cultural environment.

• Solid organizational skills with the ability to juggle multiple tasks, set priorities, effectively manage time, and meet deadlines.

• Problem-solver adept at providing solutions and responding well in an environment of constant change.

• Able to review and develop policies and procedures for the department.

• Strong people management and leadership skills: ability to lead staff and promote productivity.

• High level of professionalism while implementing IRC RSC policies and procedures.

• Both team and detail oriented and able to think and work independently.

• Strong communication, interpersonal, and organizational skills.

• Willing and able to travel both domestically and internationally, including remote locations.

Language and Computes Skills

• Fluency in both written and spoken English.

• Working knowledge of a refugee language helpful.

• High level of computer literacy and proficient in MS Office applications (Word, Excel, Power Point, Outlook) is required. This role requires the ability to create spreadsheets and analyze large amounts of data.

Working Environment

The position is currently based in Cox’s Bazar. The position requires both domestic and international travel to support delivery of USRAP processing within Bangladesh. A valid passport and the ability to acquire US and other visas, as necessary, is a requirement.

Standard of Professional Conduct: IRC and IRC employees are required to abide by the values and principles outlined in the IRC Way – Code of Conduct which are Integrity, Service, Equality and Accountability. In accordance with these values, IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Harassment-Free Workplace, Fiscal Integrity, Anti-Retaliation, Combating Trafficking in Persons and several others.

Gender Equality & Equal Opportunity: We are committed to narrowing the gender gap in leadership positions. We offer generous benefits that provide an enabling environment for women to participate in our workforce including parental leave, gender-sensitive security protocols and other supportive benefits and allowances. We welcome and strongly encourage qualified female professionals to apply.

We are an equal opportunity employer and value diversity at our organization. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Are you ready to join the most dynamic team?