Senior Casework Manager
International Rescue Committee
- Kuala Lumpur
- Permanent
- Full-time
- Lead the day-to-day activities of the Casework Department, with a focus on special caseloads, and provides direct oversight of assigned Managers and other Casework staff, including setting their work objectives, providing training, and handling their performance.
- Coordinate with Casework Coordinator on urgent protection or medical cases requiring Expedited processing and ensure appropriate follow-up on high profile, vulnerable and/or sensitive cases, including direct provision of Casework services as needed.
- Ensure timely and accurate workload completion, maintaining 100% compliance with current Standard Operating Procedures (SOPs).
- Provide statistics on accomplished work and produce reports for external partners and/or PRM, as requested by supervisor.
- Liaise and coordinate with partner agencies and refugee representatives in a professional manner.
- Provide guidance/training to the Casework Department on processing criteria, SOPs, operational policies, and guidance, USCIS procedures, policy changes and other meaningful information.
- Manage and ensure quality control of case creation, scheduling and prescreening activities including the timely development of pipelines and schedules.
- Ensure error detection at every quality control check point within the team.
- Develop and adapt processing systems to ensure the efficient and timely delivery of casework services to refugees, on assigned caseloads.
- Act as subject matter expert on specialized caseloads, including but not limited to Refugee minors, Expedites, Fraud, P3, and/or non-Burmese cases.
- Perform advanced casework on complex cases as needed.
- Ensure efficient file review and quality control systems are in place; regular QC activities are conducted by the appropriate staff, and that feedback is provided to staff on QC issues as they arise. Utilize Tableau (electronic data QC) and START effectively to automate QC functions whenever possible.
- Work with the Casework Coordinator to ensure compliance with the requirements outlined in the Integrity and Compliance Guidelines.
- Perform other duties as assigned.
- Due to donor related requirements regarding prescreen activity with specific caseloads, US citizenship is required. US citizens with the lived experience of being a refugee are encouraged to apply.
- Minimum College or University Diploma in any field; or equivalent to a minimum of 4 - 5 years of relevant professional experience will be considered.
- Minimum of 2-3 years of valid Supervisory, Team Management and Leadership experience is required.
- Minimum of 2 years progressive work experience in refugee processing and/or refugee resettlement fields.
- Exposure to working in a multi-cultural environment is helpful.
- Experience working with START and conducting United States Resettlement Program related case processing is helpful.
- People management and leadership skills: ability to lead a team and promote productivity in a positive work environment.
- Ability to review and develop policies and procedures for the department.
- Excellent interpersonal skills: ability to communicate and work effectively and professionally with partners and colleagues in a cross-cultural, multi-disciplinary environment.
- High level of professionalism, integrity, and ability to maintain confidentiality
- Ability to conduct effective trainings.
- Ability to develop and guide performance and provide regular feedback.
- Demonstrates strong organizational abilities, adept at handling multiple tasks, prioritizing effectively, managing time efficiently, meeting deadlines, and thriving under pressure within a dynamic team environment. Strong analytical skills and the ability to think and work independently as and when needed.
- Ability to converse, read and write fluently in English is a requirement.
- Computer literacy - Proficient in Ms Office i.e. Word, Excel, and PowerPoint, Outlook
- Able to travel whenever required, both domestically and internationally