Senior Case Processing Officer

6 months ago

กรงเทพมหานคร, Thailand 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 Senior Case Processing Officer (SCPO) ensures a high level of general processing on behalf of refugee applicants to the United States Refugee Admissions Program (USRAP) through 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 complex data entry and assisting with daily workload management of the Case Processing assigned unit’s workload in a timely and accurate manner, in compliance with existing Standard Operating Procedures (SOPs). The SCPO performs other office functions outside of the general responsibilities of case processing as assigned by the immediate supervisor, for example task delegation to contractual staff.

**Major Responsibilities**:

- Assist managers to manage task delegation, monitor the progress of work completion within assigned unit(s) and provide relevant feedback on the team’s performance and any workload issues.
- Maintain high-quality control levels of USCIS adjudicated complex/specialized caseloads pertaining to both the physical file (for follow-to-join refugee cases) and all digital records data entered in START.
- Daily tracking of assigned unit specific action items in START to ensure action is being taken within service level agreement (SLA) timelines per SOP. Action any records found to be non-compliant with SLA timelines and immediately escalate to supervisor for review.
- Acts as a liaison between the RSC Asia Casework team, USCIS, IOM, RPC, and RAs for all post-processing as necessary.
- Maintain various RSC-partner mailboxes, and action on follow-up from USCIS adjudicated cases, complete with high-level accuracy for all post-adjudicated cases from USCIS, namechecks re/requests from vetting partners, medical and departure updates with the International Organization for Migration (IOM), follow up on refugee case assurances with the Refugee Processing Center (RPC) and stateside resettlement agencies (RA)
- Ensure all data entered in START is compliant and up to date with USRAP guidelines and the cooperative agreement.
- Liaise with other SCPOs to coordinate daily assessment, quality control of case updates, scanning /attaching, document QC in START, medical updates, assurance requests, and travel request QC within assigned units, and other units as necessary.
- Generates specific progress reports in tableau, interprets data in START dashboard filters to take both routine and corrective action communicated in SOP and/or USCIS initiated action items.
- Implement work plans as communicated by the manager and report progress of what has been achieved against agreed deadlines.
- Generate and share with managers solution-oriented ideas on how to resolve challenges or bottlenecks in work plans to improve workflow.
- Incorporate feedback and learning in daily assignments by remaining up to date with SOP changes and communicating any challenges to the manager.
- Provide task-specific training/guidance to the Case Processing staff, as well as new hire/temporary/contractual staff.
- Perform other related duties as assigned, including being back up to CPM when required.

**Key Working Relationships**:
**Position Reports to**: Case Processing Manager

**Position indirectly supervises**: None

**Indirect Reporting**:Senior Case Processing Manager, Case Processing Coordinator

**Other Internal and/or external contacts**:
**Internal**: All Bangkok, Bangladesh, and Malaysia RSC staff

**External**: USCIS officers, RPC, RAs, RMA, UNHCR and IOM

**Job Requirements**:
**Education**:

- University degree in any field (or two years of equivalent work experience in lieu of a degree).

**Work Experience**:

- At least two years of relevant professional experience with previous data entry/management experience is required.
- Resettlement processing or other NGO experience is preferred.
- Previous work in a multicultural environment is advantageous.

**Demonstrated Skills and Competencies**:

- High level of professionalism while carrying out duties per the SOPs (i.e. integri

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