Case Processing Manager

5 days ago

กรงเทพมหานคร, Thailand International Rescue Committee Full time

**Requisition ID**: req34907

**Job Title**:Case Processing Manager (National Position)

**Sector**:Program Administration

**Employment Category**: Fixed Term

**Employment Type**: Full-Time

**Open to Expatriates**: No

**Location**: Bangkok, Thailand

**Background/IRC Summary**:
**Job Overview/Summary**:
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.

**Major Responsibilities**:
**Program Delivery**:

- Manages the day-to-day activities of departures processing - xMIF travel submission, travel packet planning and coordination with IOM, document follow-up, MTBD and related Action Items
- 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 in START by the unit is accurate in accordance with USRAP guidelines and the cooperative agreement.
- Utilize quality check (QC) reports to perform regular QCs on work completed by direct reports on physical files and START. This includes spot checks to ensure error detection at every quality control check point within the teams for e.g., travel packet QC report.
- Collaborate with the Casework, Pipeline and Reporting, and Program Support Departments, including and all Case Processing managers (CPMs) to develop and implement overall RSC departmental goals, policies, and procedures.
- In coordination with TH & MY CPMs, assess, develop, and conduct trainings/process reviews to address case processing needs.
- Prepare and update CPC / SCPM on departure statistics for USRAP partners Thailand and Regional monthly call
- Communicate challenges and issues in a timely manner to supervisor
- Manage the departure inquiries shared mailbox
- Coordinate with PRM/RMA, regional IOM/UNHCR and DoHA focal points on exit permit processes and departures for Thailand and sensitive regional caseload. This includes - IDC Rohingya cases, LV1/2 Burmese caseload, China caseload, Vietnam caseload, NRPPAS caseload and charter flight
- Preparation of RMA requested exit permit pre-verification lists for Thai camp cases for submission to Ministry of Interior (MOI).
- Any other duties as assigned by the direct supervisor, CPC, or SMT.

**Staff Management, Training and Communication**:

- Ensures professional coordination and communication, both internally and externally
- Responsible for supervision, support and lead the teams of Senior Case Processing Officers and Case Processing Officers. In coordination with HR manage leave planning and participate in hiring panels for S/CPO
- Collaborate with Casework, Pipeline and Reporting team to develop/enhance Tableau and START-based reporting suitable for overall pipeline monitoring of RFD cases e.g., RFD Daily Report
- Work closely with the CP Coordinator, SCPM and other CPM to develop departmental goals, policies and procedures
- Based on daily reports, plan and anticipate the workload of each team and direct appropriate staff resources to ensure timely and accurate completion of tasks
- Follow-up in conjunction with SSC and RPC focal points on START related issues, updates and guidance affecting departures unit.
- Participate in the overall out-processing systems management/monitoring and communicate feedback related to work/process changes/challenges and complex issues to Senior Case Processing Manager (SCPM).
- Collaborate with Systems Solutions Coordinator (SSC) and perform quarterly review and update Travel SOP
- Responsible for initial and ongoing training of all newly hired direct reports and CP staff. Develop and conduct trainings relevant to departure processing activities in line with most current Travel SOP
- Other related duties as assigned, including being back up to SCPM when required

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

**Position directly supervises**: SeniorCase Processing Officers, and Case Processing Officers,

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

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

**External**: IOM, RPC, RAs, UNHCR, USCIS, PRM/RMA, DoHA and local

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