Case Processing Manager-RSC

Requisition ID: req47525

Job Title: Case Processing Manager-RSC

Sector: Program Administration

Employment Category: Fixed Term

Employment Type: Full-Time

Open to Expatriates: No

Location: Cox’s Bazar, Bangladesh

Work Arrangement: In-person

Job Description

Program Brief

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 Manager ensures a high level of general processing on behalf of refugee applicants to the United States Refugee Admissions Program (USRAP) through supervision, case processing management and quality control functions, including data entry of refugee case file information into START, a State Department – managed system that supports the arrival and resettlement of refugees through technology. The position is responsible for the full oversight of unit(s) assigned within the Case Processing Department and will primarily focus on working with United States Citizenship and Immigration Services (USCIS) adjudicated cases within the larger RSC team.The position is responsible for communicating with other Case Processing units as well as the Casework Department and external partner agencies to ensure timely information sharing and follow-up.

Highlights of Key Responsibilities

Program Delivery

• Manages the day-to-day activities of assigned unit(s) within the Case Processing unit.
• Ensures all refugee case processing functions within the unit strictly adhere to the PRM, USCIS, RPC/START, IRC and RSC Asia policies, guidelines and procedures.
• Ensure all data entered into START by the unit is error-free in accordance with USRAP guidelines and the cooperative agreement.
• Perform regular quality checks on work completed by direct reports and spot checks on CP team and ensure error detection at every quality control check point within the teams.
• Collaborate with the Casework, Pipeline and Report and Program Support Departments to develop, align and implement overall RSC departmental goals, policies, and procedures
• Ensure timely and accurate completion of tasks
• Be a subject matter expert on specialized processing stages including, but not limited to, specialized caseloads, expedites and exceptional case requirements as required by the donor
• Collaborate with Pipeline and Report department to develop Tableau and START-based reporting suitable for overall pipeline monitoring of USCIS Adjudicated cases.

Training, Monitoring and Evaluation

• Ensure staff under supervision have access to the skills and tools needed for efficient processing of refugee applications.
• Participate in START Training and provide work changes/process feedback
• In collaboration with the supervisor and CP Coordinator, ensure that an effective program monitoring and evaluation system is in place;
• Ensure team members and direct reports fully comply with all Integrity and Compliance Guidelines

Key Partners and Donor Relations

• Develop and maintain excellent strategic relationships with program partners, including, USCIS, IOM, RPC, and Resettlement Agencies and other partner organizations.
• Coordinate with supervisor to ensures alignment of policy and practice, as necessary.

Staff Management, Development and Retention

• Responsible for supervision, support and lead the teams of Senior Case Processing Officers and Case Processing Officers
• Responsible for quality control checks and provide feedback to staff on quality control issues in a timely manner
• Identify training and other development needs for the staff; create and deliver training as necessary.
• Identify performance issues within teams 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.

Other Duties

• Ensure compliance with the requirements outlined in PRM’s USRAP Manual, Integrity & Compliance Module.
• Perform other duties as assigned.

Qualifications

Education

• Bachelor’s degree required in relevant field.

Work Experience

• At least 5(five) years of relevant professional experience with previous data entry/management experience required.
• Minimum one-year cumulative project management experience, including managing reports and allocating work, is required
• Experience in USRAP refugee processing or resettlement, or other NGO experience 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.
• Able to manage team’s performance and provide regular effective feedback
• Strong communication, interpersonal, and organizational skills.
• Ability to take direction from supervisors and cooperate with teammates
• Willing and able to travel both domestically and internationally, including remote locations.

Language and Computes Skills

• Fluency in both written and spoken English.
• Knowledge of Rohingya strongly preferred.
• 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.

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, 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 women 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?

Working Environment

The position is currently based in Cox’s Bazar. The position requires domestic travel to support delivery of USRAP processing within Bangladesh.

The employee is required to adhere to The IRC Way for professional conduct, as well as to be in compliance with all relevant IRC and donor policies and procedures while carrying out job responsibilities.