Senior Case Processing Manager

4 weeks 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 50 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 deliver 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 Manager oversees all functions of the RSC Case Processing Department and ensures USRAP applicants receive a high standard of case processing services through the provision of leadership, supervision, case management and quality control. Case Processing Department functions are comprised mainly of data entry/management of refugee case file information in START. This position ensures: Post-adjudication follow up with United States Citizenship and Immigration Services (USCIS); coordination of refugee medicals and departures with the International Organization for Migration (IOM); request and follow up of assurances with the Refugee Processing Center (RPC) and stateside resettlement agencies (RA), report analysis, ensuring adequate quality control mechanisms are in place and strategic action planning for all areas of the Case Processing activities.

**Essential Duties**:
**Program Delivery, Projections and Workplan Development (30%)**:

- Supports case processing (CP) unit managers (Departures, Allocation & Assurance, Medicals and Security Vetting) develop quarterly workplans based on workload including priorities determined through donor PRM objectives, Senior Management Team (SMT) and/or the Case Processing Coordinator’s (CPC) communication.
- Prepares monthly and quarterly departure projections for consumption by PRM/A and SMT. Predicts departure targets by reviewing USCIS interviews against observable trends in START data points forming a baseline for assurance, medicals, and security vetting turnaround timelines.
- Reviews case processing quarterly assessments together with System Solutions team. Ensures the assessment questions are derived from updated program guidance in standard operating procedures (SOPs) and can be easily retrieved.
- Guides unit managers and teams in preparing annual process reviews and regular reviews of SOPs in accordance with program guidance. Aims at identifying areas in CP processing that can be enhanced and provide practical solutions to improve tasks, monitoring of various START action items and management of CP unit workflow.
- Maintains department’s standards for compliance in accordance with established donor requirements for service level agreement (SLA) timelines in START.

**Problem Solving, Quality Control (QC) and Reporting (30%)**:

- Tracks monthly QC progress report for CPC’s review and updating. Collectively these progress reports should 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.
- Collaborates with Senior Data Integrity Manager (SDIM) to oversee case processing START filter reports reconcile with RPC quarterly rubric report and that any pending actions are promptly remediated by CP managers.
- Reviews the case processing master QC list on a quarterly basis ensuring all QCs reports are updated, relevant and have a reference point in SOP. This action is to ensure processing staff can complete necessary actions in START within PRM/RPC/RSC agreed service level agreement (SLA) timelines.
- Follows up with unit managers for any records found to be non-compliant with SLA timelines or deviating from SOP guidance.
- Oversees development of tableau reports in conjunction with RSC Asia Reports team and the RSC Asia Quality Control Manager for overall pipeline monitoring of USCIS Adjudicated cases.

**Performance Enablement, Training and Communication (25%)**:

- Facilitates in coordination with case processing managers, assessment, development and conducting of training to address case processing needs. Maintains a central repository system filing of training material for reference as needed.
- Ensures professional coordination and communication, internally with the Casework/Field team, Cultural Orientation, and Program Support Departments, including and all Case Processing managers to develop, align and implement overall IRC RSC Asia goals, policies, and procedures.
- Develops and maintains open, clear channels of communication with external partners mainly PRM/A, USCIS, RPC, Resettlement Agencies (RAs), Regional IOM

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