Casework Manager

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.

Job Overview/Summary:

The 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. The position ensures high-quality work completion for eligible refugee applicants and ensures their cases are ready for adjudication by a United States Citizenship and Immigration Services (USCIS) officer. This position will act as the RSC team lead supporting USCIS circuit rides to Bangladesh. The position is responsible for the daily management of the workload 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:

• Assist in leading and managing various aspects of Casework operations.

• Implement strategies to ensure efficient and timely delivery of casework services to refugees.

• Conduct advanced casework on complex cases demonstrating a senior level of understanding of case complexities and details.

• 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 in START by department staff is accurate in accordance with USRAP guidelines and donor requirements by ensuring error detection and correction at every quality control checkpoint.

• Analyze processing systems to reach pre-screening and quality control targets, and various follow-up tasks.

• Assist and/or lead organizing and managing casework teams during USCIS circuit rides; to include scheduling, facilitation, and data management.

• Monitor reports of quality check trends detected from case analysis and provide solutions to reduce data entry error to supervisor.

• Coordinate with designated partner agencies on urgent protection or medical cases requiring expedited processing.

• Interface with partner agencies and refugee representatives in a professional manner

• Maintain high professionalism when representing RSC Asia at meetings with partners.

• Ensure workload completion in the time requested and keep supervisors advised of workload challenges.

• Train, monitor, shadow, and provide feedback to Senior Casework Officers (SCWO), and Casework Officers (CWO).

• Other duties as assigned.

Key Working Relationships:

Position Reports to: Senior Casework Manager.

Position Directly Supervises: Casework Officers, and Senior Casework Officers

Indirect Reporting: Casework Coordinator

Other external contacts: IOM, RPC, RAs, UNHCR, USCIS, and local partners as required.

Job Requirements:

Citizenship

• Due to donor-related requirements regarding DNA collection and prescreen activity with specific high-profile caseloads, US Citizenship is required. US citizens with the lived experience of being a refugee are encouraged to apply.

Education:

• Bachelor’s degree in relevant field.

Work Experience:

• At least two (2) years of relevant professional experience collecting data collection and interviewing required.

• A minimum of one (1) year’s cumulative project management experience, including managing reports and allocating work, is required.

• USRAP processing or other NGO experience is preferred.

• Previous work in a multicultural environment is preferred.

Demonstrated Skills and Competencies:

• Proven people management and leadership skills: the ability to lead a team and promote productivity in a positive work environment.

• Must be both team and detail-oriented, flexible, and able to achieve results in a fast-paced, multicultural environment.

• Problem-solver who takes initiative to provide solutions.

• High level of professionalism, integrity, and ability to maintain confidentiality.

• Able to review and develop policies and procedures for the department.

• Excellent interpersonal skills: the ability to communicate and work effectively and professionally with partners and colleagues in a cross-cultural environment.

• Able to train in large and small group settings.

• Able to manage team performance, provide regular constructive feedback and hold team members accountable.

• Proven advanced data entry skills.

• Good team player, strong analytical skills, and ability to think and work independently as and when needed.

• Ability to take direction from supervisors and cooperate with teammates.

Language and Computes Skills

• Excellent verbal and written English language skills.

• Working knowledge of a refugee language is an advantage.

• High level of computer literacy and proficiency in MS Office applications (Word, Excel, PowerPoint, Outlook) is required.

• Able to run and read high-level spreadsheets and do advanced QC with a high level of attention to detail.

• Proven advanced data entry skills with extreme accuracy, attention to detail, and self-checking abilities.

• Ability to type 40 words per minute

Working Environment

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