Senior Casework Manager

4 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 Casework Manager ensures a high level of both general processing and casework services on behalf of refugee applicants to the United States Refugee Admissions Program (USRAP) through leadership, supervision, casework management and quality control functions, including data entry of refugee case file information into START. This position is responsible for ensuring all pre-USCIS cases in their purview are prescreened and presented to USCIS according to PRM urgency levels and receipt dates in a timely manner, as agreed upon with senior management. Senior Casework Managers are also responsible for daily management of workloads assigned and managing relationships and communication with partner agencies. This role requires the ability to create spreadsheets and analyze large amounts of data.

**Major Responsibilities**

**Program Delivery**:

- Manage the day-to-day workload of the Casework team in assigned locations.
- Plan and anticipate the workload of team and direct appropriate staff resources to ensure timely and accurate completion of tasks
- Ensure all refugee case processing functions within the department strictly adhere to the PRM, USCIS, RPC/START, IRC and RSC Asia policies, guidelines and procedures.
- Ensure all data entered into START by department staff is error-free in accordance with USRAP guidelines and the cooperative agreement by ensuring error detection and correction at every quality control check point
- Develop and adapt processing systems to ensure the efficient and timely delivery of casework services to refugees
- Manage and ensure quality control of prescreening activities including the timely development of pipelines and schedules
- Organize and manage casework teams and support to USCIS during USCIS circuit rides and ensuring necessary completion of case updates and quality check after circuit rides.
- Perform regular quality checks on work completed by direct reports and spot checks on department
- Perform timely advanced casework on special caseloads in a manner that demonstrates a comprehensive understanding of USRAP policies and practices
- Subject matter expert on specialized caseload including but not limited to Refugee Minors, Expedited, Fraud Suspect and/or non-Burmese cases
- Perform advanced casework on complex cases
- Conduct prescreening interviews in a manner demonstrating a senior level of understanding of case and circumstance complexities and details
- Coordinate with supervisor on urgent protection or medical cases requiring expedited processing
- Ensure timely workload completion and keep supervisor advised of workload challenges
- Provide statistics on accomplished work and produce other reports as requested by supervisor
- Perform other duties as assigned

**Staff Management, Training and Communication**:

- Manage an assigned aspect of program support such as scheduling for casework team
- Directly supervise assigned Managers, Senior Casework Officer, Casework Officer and Casework Assistant
- Ensures professional coordination and communication, both internally and externally
- Responsible for supervision, support and lead the Casework team
- Responsible for quality control checks and provide feedback to staff on quality control issues in a timely manner
- Responsible for initial and ongoing training of all casework team including training on effective use of interpreters
- Responsible to oversee all staff performance improvement plan
- Collaborate with other managers to develop and conduct trainings relevant to casework activities in line with most current SOP
- Oversee training of newly hired direct reports as well as regular, ongoing training for assigned staff
- Participate and/or conduct START Training and provide work changes/process feedback
- Other duties as assigned

**_
Key Working Relationships:_**

Position Reports to: Casework Coordinator

Position directly supervises: Casework Manager, Senior Casework Officer, Casework Officer, Casework Assistant

Indirect Reporting: Senior Program Coordinator

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

External: IOM, RPC, RAs, UNHCR, USCIS, and local partne

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