Senior Casework Manager

1 month ago

Kuala Lumpur, Malaysia IRC - The International Rescue Committee Full time

**Job Description**

Based in Bangkok with field offices in Thailand and Malaysia, the IRC Resettlement Support Center (RSC Asia) is funded by the US State Department Bureau of Population, Refugees, and Migration (PRM) to assist persons throughout Asia seeking permanent resettlement to the United States. Responsible for a portfolio of 37 countries, the RSC: 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.



**Job Overview/Summary:**

The Senior Casework Manager ensures high-quality processing and support for refugee applicants in the United States Refugee Admissions Program (USRAP). This includes leadership, supervision, and management of casework services, as well as meticulous data entry into START. Acting as a focal point for Records and Scheduling and special caseloads, the role ensures timely processing at every point between case creation, prescreen and USCIS interview.



Responsibilities extend to overseeing daily workload management for the Records and Scheduling and Casework Departments. This involves supervising various functions, such as creating cases for USRAP, conducting prescreen interviews, data entry into START, and maintaining quality control. Proficiency in data analysis and reporting, especially for special caseloads, is crucial, with reporting duties to the Senior Management Team and PRM.



Beyond special caseloads, the Senior Casework Manager also handles responsibilities for the Malaysia caseload, collaborating closely with the Malaysian counterpart. Direct supervision is provided to the Records and Scheduling Manager and Casework Managers, with indirect oversight of Caseworkers and Casework Officers. Reporting to the Casework Coordinator, the position also performs additional office functions as assigned.



**Major Responsibilities:**



• Lead the day-to-day activities of the Casework Department, with a focus on special caseloads, and provides direct oversight of assigned Managers and other Casework staff, including setting their work objectives, providing training, and handling their performance.

• Coordinate with Casework Coordinator on urgent protection or medical cases requiring Expedited processing and ensure appropriate follow-up on high profile, vulnerable and/or sensitive cases, including direct provision of Casework services as needed.

• Ensure timely and accurate workload completion, maintaining 100% compliance with current Standard Operating Procedures (SOPs).

• Provide statistics on accomplished work and produce reports for external partners and/or PRM, as requested by supervisor.

• Liaise and coordinate with partner agencies and refugee representatives in a professional manner.

• Provide guidance/training to the Casework Department on processing criteria, SOPs, operational policies, and guidance, USCIS procedures, policy changes and other meaningful information.

• Manage and ensure quality control of case creation, scheduling and prescreening activities including the timely development of pipelines and schedules.

• Ensure error detection at every quality control check point within the team.

• Develop and adapt processing systems to ensure the efficient and timely delivery of casework services to refugees, on assigned caseloads.

• Act as subject matter expert on specialized caseloads, including but not limited to Refugee minors, Expedites, Fraud, P3, and/or non-Burmese cases.

• Perform advanced casework on complex cases as needed.

• Ensure efficient file review and quality control systems are in place; regular QC activities are conducted by the appropriate staff, and that feedback is provided to staff on QC issues as they arise. Utilize Tableau (electronic data QC) and START effectively to automate QC functions whenever possible.

• Work with the Casework Coordinator to ensure compliance with the requirements outlined in the Integrity and Compliance Guidelines.

• Perform other duties as assigned.



***Key Working Relationships:***

Position Reports to : Casework Coordinator

Position directly supervises : Records and Scheduling Manager and Casework Manager

Other Internal and/or external contacts:

Internal: Malaysia and Thailand based Staff

External: UNHCR, IOM, RMA, RPC, USCIS, RAs



**Job Requirement**



**Citizenship:**

• Due to donor related requirements regarding prescreen activity with specific caseloads, US citizenship is required. US citizens with the lived experience of being a refugee are encouraged to apply.



**Education:**

• Minimum College or University Diploma in any field; or equivalent to a minimum of 4 - 5 years of relevant professional experience will be considered.



**Work Experience:**

• Minimum of 2-3 years of valid Supervisory, Team Management and Leadership experience is required.

• Minimum of 2 years progressive work experience in refugee processing and/or refugee resettlement fields.

• Exposure to working in a multi-cultural environment is helpful.

• Experience working with START and conducting United States Resettlement Program related case processing is helpful.



**Skills:**

• People management and leadership skills: ability to lead a team and promote productivity in a positive work environment.

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

• Excellent interpersonal skills: ability to communicate and work effectively and professionally with partners and colleagues in a cross-cultural, multi-disciplinary environment.

• High level of professionalism, integrity, and ability to maintain confidentiality

• Ability to conduct effective trainings.

• Ability to develop and guide performance and provide regular feedback.

• Demonstrates strong organizational abilities, adept at handling multiple tasks, prioritizing effectively, managing time efficiently, meeting deadlines, and thriving under pressure within a dynamic team environment. Strong analytical skills and the ability to think and work independently as and when needed.



**Language and Computer Skills:**

• Ability to converse, read and write fluently in English is a requirement.

• Computer literacy – Proficient in Ms Office i.e. Word, Excel, and PowerPoint, Outlook



**Others:**

• Able to travel whenever required, both domestically and internationally



**Working Environment**: The employee is required to adhere to the “IRC Way” for professional conduct, as well as be in compliance with the Integrity and Compliance Guidelines while carrying out his/her duties.



All other employee terms and conditions shall be as per stipulated in the Employment Contract and/or Employee Handbook.

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