Casework Manager

*Requisition ID*: req24489
• Job Title*:Casework Manager
• Sector*:Program Administration
• Employment Category*: Regular
• Employment Type*: Full-Time
• Open to Expatriates*: Yes
• Location*: Bangkok, Thailand
• 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 case files are ready for adjudication by a United States Citizenship and Immigration Services (USCIS) officer. This position will act as team lead supporting USCIS circuit rides to Thailand and the region. The position responsible for daily management of 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 in a manner demonstrating a senior level of understanding of case and circumstance complexities and details
• Travel to observe the collection of DNA for family reunification cases and maintain chain of custody until shipping.
• 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 into START by department staff is accurate in accordance with USRAP guidelines and the cooperative agreement by ensuring error detection and correction at every quality control check point
• 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 including ensuring schedules are accurate, conduct briefings to the applicants, monitor completion of case files and document review prior to presenting a case to USCIS, complete quality check of documents after USCIS interview, complete case updates into START and quality check of data in START after circuit rides.
• Monitor report of quality check trends detected from case analysis of both the physical files and data in START 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 at meetings with partners when required
• Ensure workload completion in time requested and keep supervisors advised of workload challenges
• Train, monitor, shadow and provide feedback to Senior Casework Officer (SCWO) Casework Officer (CWO) and Casework Assistants (CWA)
• Other duties as assigned
• Key Working Relationships*:
Position Reports to: Senior Casework Manager

Position directly supervises: Casework Assistant, Casework Officer and Senior Casework Officer

Indirect Reporting: Casework Coordinator

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

External: 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*:
University Degree in any field
• Work Experience*:
• At least two years of relevant professional experience collecting data collection and interviewing required
• Minimum one-year cumulative project management experience, including managing reports and allocating work, is required
• USRAP processing or other NGO experience is preferred
• Previous work in a multi-cultural environment is preferred
• Demonstrated Skills and Competencies*:
• Able to travel whenever required, both domestically and internationally
• Proven people management and leadership skills: 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 fast-paced, multi-cultural 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
• Able to send proposals for policy and procedures improvement, and review the work of others for compliance, proving feedback in a professional and