Requisition ID: req42129
Job Title: Senior Inquiries and Outreach Officer (National Position)
Sector: Community Development
Employment Category: Fixed Term
Employment Type: Full-Time
Open to Expatriates: Yes
Location: Bangkok, Thailand
Job Description
Background/IRC Summary:
Foundedin 1933, International Rescue Committee (IRC) is one of the worlds leadingagencies working in post-conflict and development contexts, supportingcommunities in over 40 fragile, failed and developing states. In this capacity,we work to restore safety, dignity and hope to millions who are uprooted,struggling to endure and wishing toadvance on a path of development.
TheResettlement Support Center Asia (RSC Asia), funded by the US State DepartmentBureau of Population, Refugees, and Migration (PRM), assists persons throughoutAsia seeking permanent resettlement in the United States. Responsible for aportfolio of 37 countries, RSC Asia: prepares refugee applications for theUnited States Refugee Admissions Program (USRAP) using START (a StateDepartmentmanaged data system that supports the arrival and resettlement ofrefugees through technology); provides information to resettlement agenciesabout arriving refugees and offers cultural orientation training to refugeesbound for the United States. RSC Asia is based in Bangkok, Thailand, with asub-office in Kuala Lumpur, Malaysia.
JobOverview/Summary:
The Senior Inquiriesand Outreach Officer is responsible for monitoring and responding to routinerefugee case status inquiries submitted via e-mail, phone, letter and the RSCAsias online Case Status Inquiry website (CaSI). Inquiries may be submitteddirectly by refugees or third parties. The Senior Inquiries and OutreachOfficer also provides general information about the USRAP to refugees. Thisposition will ensure that case related updates provided by refugees or USRAPpartner agencies are accurately recorded in into START, and flagged forfollow-up as appropriate. The Senior Inquiries and Outreach Officer projects theprofessional image of RSC Asia through telephone, email and in-personinteraction with refugees.
MajorResponsibilities:
Implement all required USRAP policies and procedures including but not limited to all START Processing Guides, the Integrity and Compliance guidelines and the established local best practices.
Respond to refugee or third-party inquiries submitted online, via phone, email, letter and/or in-person encounters within established time frames, and within the framework of all USRAP guidelines.
Provide refugee applicants with accurate, general information about the USRAP, or with their case specific information.
Develop and implement weekly monitoring reports and tools to provide ongoing analysis of processing priorities.
Conduct follow-up activities for cases that are prioritize for processing by Casework and/or Case Processing team including updating in START to ensure timely transition of cases to next processing stage.
Perform quality control work on actioned cases daily.
Travel independently to locations both within Thailand and Regionally to conduct inquiries and outreach session.
Provide counseling on case status and in some cases, final case decision by USCIS.
Ensure accurate data entry into START in accordance with USRAP guidelines, and accurate dissemination of information received to relevant staff
Seek guidance and communicate with appropriate staff to resolve more complex case issues.
Keep immediate supervisor informed of developments in daily inquiries, including any urgent inquiries.
Other duties as assigned by supervisor.
KeyWorking Relationships:
PositionReports to: Inquiriesand Outreach Manager
Position DirectlySupervises: N/A
Indirect Reporting: Program Support Coordinator
OtherInternal/External contacts:
Internal: All Bangkok andMalaysia RSC staff
External: N/A
Qualifications
Job Requirements:
Education: University Degree in any field
WorkExperience :
At least two years of relevant professional experience including database management and record keeping required.
Previous customer service experience required.
Resettlement processing, interview experience, or other NGO experience is preferred
Previous work in a multi-cultural environment is advantageous
DemonstratedSkills and Competencies:
Both team and detail oriented; flexible and able to work in fast-paced, multi-cultural environment.
Able to function effectively in a complex office environment and set appropriate priorities; manages time well in order to meet deadlines
Ability to carry out responsibilities independently with minimal technical support
Must be a patient and good communicator who can identify problems and pro-actively seek to resolve them
Prior experience working with interpreters is preferred
Willing and able to travel to and work in remote locations such as refugee camps
Language and Computer Skills:
Excellent verbal and written English language skills required.
Working knowledge of a refugee language is desirable.
High level of computer literacy and proficient in MS Office applications (Word, Excel, Power Point, Outlook) is required.
Proven advanced data entry skills with extreme accuracy, attention to detail, and self-checking abilities required.
Working Environment:
Theposition is currently based in Bangkok in an urban office environment. Theposition may require both domestic and international travel to support deliveryof USRAP processing within Thailand and throughout the region. A valid passportand the ability to acquire US and other visas, as necessary, is a requirement.
Standards of Professional Conduct:
The IRC and IRC workers mustadhere to the values and principles outlined in the IRC Way Code of Conduct.These are Integrity, Service, Accountability and Equality. In accordance with thesevalues, the IRC operates and enforces policies on Beneficiary Protection fromExploitation and Abuse, Child Safeguarding, Harassment-Free Workplace, FiscalIntegrity, Anti-Retaliation, Combating Trafficking in Persons and several others.
Equal OpportunityEmployer:
IRC considers all applicants on the basis ofmerit without regard to race, sex, color, national origin, religion, sexual
orientation, age, marital status, veteranstatus, disability or any other characteristic protected by applicable law.
Application Deadline: 9 June 2023