Casework Coordinator

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia International Rescue Committee Full time

The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster.

Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and more than 25 U.S.

cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees delivers lasting impact by restoring safety, dignity and hope to millions.

If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.


Job Overview/Summary:


The Casework Coordinator oversees all RSC Asia (Malaysia) Casework and Records and Scheduling Department functions, including case creation, scheduling, data entry, coordinating refugee-facing work for the Malaysia caseload, ensuring timely USCIS case presentation based on urgency levels, coordinating with other program Coordinators, and daily management of the Casework and Records and Scheduling Department staff.


Major Responsibilities

Program Delivery

  • Provide daily oversight to the Casework and Records and Scheduling teams, including staff supervision and processing activities.
  • Develop, monitor, and adapt processing pipelines and plans, including case submission and creation, the coordination and scheduling of casework and USCIS interviews and presentations of cases to USCIS.
  • Provide oversight and guidance to the Casework and Records and Scheduling teams, on processing criteria, SOPS, operational policies, and guidance, USCIS procedures, policy changes and relevant refugee and immigration laws and resources. Ensuring all refugee, preUSCIS, case processing policies, guidelines and procedures are strictly adhered to.
  • Ensure that USRAP processing changes are flagged for staff and adequate training occurs.
  • Ensure all case creation, scheduling, and casework activity, in START, is regularly monitored for quality control, through regular report followup as well as routine spot checks.
  • Monitor and ensure followup of high profile, expedite or vulnerable and/or sensitive cases, including direct provision preUSCIS services as needed. Coordinate with RSC colleagues and USRAP implementing partners as needed to ensure barriers to processing are addressed in a timely manner.
  • Keep Senior Program Coordinator informed of developments in daily operations, including any urgent protection or medical cases that may require expedited processing.
  • Lead the planning and preparation of USCIS circuit rides, including on the ground support to USCIS teams.
  • Oversee development, implementation and regular monitoring of Casework budget and spending plans.
  • Liaise with Thailand and Bangladesh counterparts to ensure that both processing locations are aligned with respects to program delivery.

Key Partners and Donor Relations

  • Represent the RSC at meetings with USRAP partners as necessary, this includes UNHCR and IOM.
  • Assist in maintaining excellent strategic relationships with program partners, including the Regional Refugee Coordinator, DHS, UNHCR and IOM.
  • Develop and distribute statistical reports to the donor and partners on key caseloads.
  • Act as the main focal point for communicating with external partners regarding both caseload wide and case specific issues.

Staff Management, Development and Retention

  • Directly supervise the Senior Casework Managers, including setting their work objectives, providing training, managing performance, and assisting with recruitment strategies as needed.
  • Identify training and other development needs for the Casework and Records and Scheduling staff.
  • Work with the Senior Casework Managers to ensure that regular and appropriate casework and Records and Scheduling team meetings and trainings are held.

Other Duties

  • Participate in management team activities and in annual planning processes.
  • Ensure compliance with the requirements outlined in PRM's USRAP Integrity and Compliance manual.
  • Perform other duties as assigned.
**_

Key Working Relationships:
_**Position Reports to: Senior Program Coordinator

Position directly supervises:
Senior Casework Managers

Indirect Reporting:
Head of RSC Office Malaysia

Other Internal and/or external contacts:

  • Internal: Malaysia, Thailand and Bangladesh Program Staff; Malaysia Operations staff
  • External: USRAP processing partners including UNHCR, IOM, PRM, RMA, RPC USCIS

Job Requirements:

Citizenship:

  • US citizenship is preferred but all nationalities can apply.

Education:

  • University degree.

Work Experience:

  • Minimum three years of progressive work experience in refugee processing, social services and/or humanitarian assistance programs.
  • Minimum three years program managem

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