Screening and Intake Officer

**Innovative Human Rights NGO Seeks**

**Screening and Intake Officer in Kuala Lumpur**

**About Asylum Access**

We are human rights advocates who support forcibly displaced individuals and communities as they reclaim their rights, agency and power. Our unique combination of legal empowerment, policy advocacy and global systems change creates conditions in which refugees can live safely, move freely, work legally and go to school. Our work transforms the traditional approach of endless humanitarian handouts to a sustainable solution that honours refugees’ freedom, dignity and autonomy, and equips them to make choices about their own lives.

Asylum Access’ global team and family of local civil society organisations advocate to make human rights a reality for refugees throughout Africa, Asia and Latin America. Our national organisations are led and staffed primarily by community members in those countries, and there is strong mutual trust and respect between us and our clients. On the international stage, we work with established institutions to shift the global system to better uphold and promote refugees’ human rights. We can help catalyse and lead systemic transformation because, uniquely among NGOs in the refugee response sector, we focus exclusively on rights and governance.

**Department Description**

**Position Description**

**Key Responsibilities**
- Provide accurate information to clients and prospective clients on AAM’s services;
- Set adequate expectations regarding AAM’s scope of services and waiting times;
- Conduct and document pre-screenings to assess clients’ and prospective clients’ requests, needs and vulnerabilities;
- Coordinate AAM’s Service Request Forms system and ensure forms are sent to the relevant teams for further action using established office processes;
- Liaise with interpreters as necessary for translation of incoming queries, service requests and other messages received in the language of clients and prospective clients;
- Liaise with relevant teams on case-specific concerns, as required;
- Follow up with relevant teams for case status updates at the client’s or prospective client’s request, where warranted;
- Inform clients and prospective clients where we cannot assist, explaining why where appropriate, identify other organisations who may be able to assist, and redirect to these organisations by providing a simple explanation of the organisation’s service areas and contact information;
- Follow-up with clients and prospective clients as instructed by other legal team staff to pass on or remind clients of simple and specific information previously provided by their legal advisor where required;
- Request immediate assistance from programme team and operations team staff, where required - for example, an emergency situation, an individual in distress, a security concern or any suspicious activities;
- Undertake necessary case management practices, including maintaining database records and keeping detailed notes of all casework activities;
- Ensure administrative processes and tasks are completed to the necessary standards;
- Maintain a basic level of knowledge of UNHCR processes, in order to process cases effectively at AAM;
- Maintain a basic level of awareness of political and social conflicts in clients’ countries of origin (COO), in order to process cases sensitively at AAM;
- Attend and contribute to team meetings as required;
- Adhere to the Nairobi Code of Ethics, and AAM Code of Conduct, policies, and manuals;
- Work collaboratively and in coordination with the other team members in different department
- Create or update relevant client communication details in RIPs and other recording tools.
- Other relevant work as assigned by the supervisor.

**Reports to**: AAM Legal Services and Solutions Manager

**Minimum Qualifications**
- General knowledge of the situation of refugees and asylum seekers in Malaysia;
- Proven experience working in a client focused role;
- Excellent communication, interpersonal and teamwork skills, and the ability to work in a culturally diverse environment;
- Excellent organisational skills is a must. Proven ability to multi-task and cope with competing demands under tight deadlines, to identify priority activities and assignments and adjust priorities as required in an ad hoc environment;
- Ability to assess and respond to emergency situations calmly and quickly;
- Ability to problem-solve proactively and creatively;
- Excellent computer skills, with particular experience with Microsoft Office and Google Drive;
- Excellent communication skills in English is a must.

**Preferred Qualifications**
- An understanding of the UNHCR processes;
- Knowledge of the local context and protection needs of refugees in Malaysia;
- Knowledge of Burmese and other languages (Malay, Arabic, Urdu, Somali, Farsi) is an asset.

**Salary and Benefits**

The position comes with a competitive nonprofit salary, and a robust benefits packa