Project Focal Point, Case Management

The United States Refugee Admissions Program (USRAP) operates world-wide with a target of providing resettlement opportunities to thousands of refugees each year. IOM provides a range of assistance and support to the USRAP including, but not limited to, case processing, migration health assessments, cultural orientation training, organized transportation and administration of a travel loan and collections program. The Department of Operations and Emergencies (DOE), specifically the Resettlement and Movement Division (RMM), has the organizational responsibility to provide direction, oversight, and guidance to IOM’s global support to all resettlement programs.

Under the United States Refugee Admissions Program (USRAP), Resettlement Support Centers (RSCs) provide critical support and processing assistance for resettlement to the US. As part of an MOU between IOM and the US State Department Bureau for Population Refugees and Migration (PRM), IOM manages several RSCs which prepare applications for adjudication by and provide support to visiting US Citizenship and Immigration Services (USCIS) officers, facilitate security and medical screenings, provide information about arriving individuals to resettlement agencies in the US and offer Cultural Orientation (CO) training to individuals departing for the US.

Under the overall supervision of the Chief of Mission (COM) and direct supervision of the Project Officer, the successful candidate will be based in Islamabad, Pakistan and will have the following duties and responsibilities.

Responsibilities and Accountabilities

• Undertake case management activities in an assigned area or areas, such as file integrity, program access, prescreening, field team, adjudications support, scheduling, or pre-departure assistance, and, as required, guide and monitor teams of Project Clerks and Project Assistants in organizing and completing case management activities in an assigned area.
• Efficiently and effectively manage refugee case files and medical records, including, if assigned, verifying the creation of new case files, the timely and accurate distribution of case files, that all returned files are promptly filed, that the file tracking system is used to keep comprehensive track of files, and that files are scanned and transformed into travel packets as needed.
• Undertake refugee form fill and casework interviews for the purposes of recording case histories and biographical information, including, if assigned, correctly entering data into the Refugee Admissions Program System (START) and other databases, verifying information previously entered, such as biographic and family information, and, as needed, scanning, photocopying, attaching and filing documents, translating documents, and photographing applicants in accordance with established Standard Operating Procedures (SOPs).
• In coordination with supervisors, organize and schedule refugee appointments, including, if assigned, running ad hoc reports, creating schedules in START or another database, entering schedule data, updating schedules, overseeing the issuance of notifications and confirmation of appointments, arranging interpretation services, and assisting with circuit ride logistics.
• In relation to the adjudication of refugee case files, as assigned, assist supervisors in supporting USCIS officers, conduct briefings for refugee applicants, ensuring accurate information is shared regarding timelines, expectations, fraud, malfeasance and case processing, and as needed, provide interpretation during interviews, perform data entry, provide logistical support and notify refugees of results.
• Verify START is updated as needed with refugee application data, biographical and other sensitive information such as interview dates, US Citizenship, and Immigration Services (USCIS) interview and fingerprint results, medical data and resettlement location preferences, and, if assigned, guide the activation of processes such as program access verification, security checks or assurances as required.
• Utilizing reports, conduct regular quality assurance checks of case files and data in START to ensure the accuracy of all case information and the RSC’s compliance with all USRAP and RSC SOPs in relation to case files.
• In coordination with supervisors, liaise as needed with other teams and units in Processing site Pakistan and other RSCs. Provide regular reports on the work being accomplished within the team to supervisors and team members.
• Train other Case Management team members as needed to efficiently and effectively manage refugee case files, conduct full refugee interviews, organize and schedule refugee appointments, update START, conduct quality assurance of files and case data and support the USCIS adjudication.
• Undertake duty travel as needed to participate in refugee interview and USCIS adjudication circuit rides.
• Demonstrate an in-depth understanding of the USRAP, SOPs and START, as well as the ability to remain professional, impartial, and unbiased during all interactions with refugee applicants and colleagues.
• Maintain the confidentiality and integrity of all RSC-related information by implementing control procedures in line with USRAP standards of conduct and data protection rules. Alert RSC management of any non-compliance to SOPs or codes of conduct by RSC staff members.
• Perform such other duties as may be assigned.

Required Qualifications and Experience

EDUCATION

• Completed secondary education required

EXPERIENCE

• Five years of working experience with secondary education; three years of working experience with Bachelor’s degree
• Thorough knowledge of English
• Ability to use own initiative and work under pressure with minimum supervision

SKILLS

• Excellent computer skills – Word, Excel and Internet
• Strong interpersonal and communication skills
• Attention to detail and ability to organize
• Self-motivated and objective driven

Languages

REQUIRED

• For all applicants, fluency in English and Urdu is required (oral and written).

DESIRABLE

• Working Knowledge of any local language/s.

Note: Only short-listed candidates who is matching required criteria for the position will be contacted by IOM.

IOM provides equal opportunity to all qualified female and male including the physically challenged candidates.