Senior Project Assistant, Case Management At International Organization for Migration

The United States Refugee Admissions Program (USRAP) operates world-wide with a target of providing resettlement opportunities to thousands of refugees each year. IOM provides a range of assistance 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.

Under the United States Refugee Admissions Program (USRAP), Resettlement Support Centers (RSCs) provide critical support and processing assistance for 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 several RSCs which prepare applications for adjudication by and provide support to visiting US Citizenship and Immigration Services (USCIS) officers, facilitate security and medical screenings, provide information about arriving individuals to resettlement agencies in the US and offer Cultural Orientation (CO) training to individuals departing for the US.

Under the overall supervision of the Chief of Mission (COM) and direct supervision of the Project Officer, the successful candidate will be based in Islamabad, Pakistan and will have the following duties and responsibilities:

Responsibilities and Accountabilities

• Oversee a team of Processing site Pakistan 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 assistance, 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 the Refugee Admissions Program System (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 assistance 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 Processing site Pakistan 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 or RSC management on relevant activities, 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

• Completed secondary education required

EXPERIENCE

• Six years of working experience with secondary education; four years of working experience with Bachelor’s degree
• Thorough knowledge of English
• Ability to use own initiative and work under pressure with minimum supervision

SKILLS

• Excellent computer skills – Word, Excel and Internet
• Strong interpersonal and communication skills
• Attention to detail and ability to organize
• Self-motivated and objective driven

Languages

REQUIRED

• For all applicants, fluency in English and Urdu is required (oral and written).

DESIRABLE

• Working Knowledge of any local language/s.

Only short-listed candidates who are matching required criteria for the consultancy will be contacted by IOM.

IOM provides equal opportunity to all qualified female and male including the physically challenged candidates.