Case Processing Coordinator
International Rescue Committee
- Cox's Bazar, Chittagong
- Permanent
- Full-time
- Ensures all refugee case processing functions strictly adhere to the PRM, USCIS, RPC/START, IRC and RSC Asia policies, guidelines, and procedures.
- Ensure all data entered into START by case processing staff is error-free in accordance with USRAP guidelines and the cooperative agreement.
- Ensure all Case Processing staff are trained to competently handle all aspects of required data entry and file maintenance.
- Review and update standard operating procedures related to casework quarterly in coordination with the START Systems Solution Coordinator and lead the team in annual process reviews.
- Ensure updates to Case Processing standard operating procedures (SOPs) are instituted as necessary and staff training occurs accordingly.
- Institute and maintain quality control checks to ensure accurate and consistent data entry of refugee case information into START and physical case files.
- Monitor and ensure follow up of high profile, vulnerable and/or sensitive cases, and expedite caseloads such as unaccompanied minors and medical cases including direct provision of Case Processing services as needed.
- Coordinate with RSC colleagues and USRAP implementing partners as needed to ensure barriers to processing are addressed in a timely manner.
- Conduct routine pipeline analysis and report findings/issues to senior management. Identify and address processing problems or errors as soon as they arise.
- Participate in weekly calls with donor representatives.
- Represent RSC Asia's Bangladesh sub-office at meetings with USRAP partners on a regular basis.
- Develop and maintain excellent strategic relationships with program partners, including the Regional Refugee Coordinator, USCIS, UNHCR, IOM and other partner organizations.
- Develop and distribute statistical reports to the donor and partners on key caseloads.
- Liaise with RSC Asia leadership and management teams to ensures alignment of policy and practice, as necessary.
- Actively participate in RSC Asia's management team in Bangladesh, providing solutions and direction.
- Provide daily oversight to the Case Processing including direct supervision of Senior Case Processing Manager, setting work objectives, providing training, managing performance, and assisting with recruitment strategies as needed.
- Identify training and other development needs for the Case Processing staff; create and deliver training as necessary.
- Identify performance issues within team and rectify to develop staff capacity within the team.
- Provide performance feedback on a timely and regular basis, including conducting performance management evaluation activities.
- Conduct and participate in interviews and hiring as necessary.
- Work with Senior Case Processing Manager to ensure that regular and appropriate team meetings and trainings are conducted.
- Participate in management team activities and in annual planning processes.
- Oversee development, implementation, and regular monitoring of Case Processing budget.
- Ensure compliance with the requirements outlined in PRM's USRAP Manual, Integrity & Compliance Module.
- Perform other duties as assigned.
- Due to donor related requirements regarding DNA collection and prescreen activity with specific high-profile caseloads, US Citizenship is preferred, but not required.
- Bachelor's degree required. Master's degree preferred.
- Minimum three years of progressive work experience handling social service or humanitarian assistance programs in an international setting.
- Minimum two years management experience with a multi-cultural staff.
- Experience in USRAP refugee processing or resettlement highly desired.
- Proactive, well-organized, flexible, and able to work effectively with partners and colleagues in a fast-paced, multi-cultural environment.
- Solid organizational skills with the ability to juggle multiple tasks, set priorities, effectively manage time, and meet deadlines.
- Problem-solver adept at providing solutions and responding well in an environment of constant change.
- Able to review and develop policies and procedures for the department.
- Strong people management and leadership skills: ability to lead staff and promote productivity.
- High level of professionalism while implementing IRC RSC policies and procedures.
- Both team and detail oriented and able to think and work independently.
- Strong communication, interpersonal, and organizational skills.
- Willing and able to travel both domestically and internationally, including remote locations.
- Fluency in both written and spoken English.
- Working knowledge of a refugee language helpful.
- High level of computer literacy and proficient in MS Office applications (Word, Excel, Power Point, Outlook) is required. This role requires the ability to create spreadsheets and analyze large amounts of data.