Casework Officer

Job Overview/Summary: The Casework Officer (CWO) is responsible for providing cover, support, and expertise to a variety of pre-DHS areas of work, including (but not limited to) Pre-screening, USCIS circuit rides and Pre/Post USCIS follow up. The CWO will seamlessly rotate between roles, collaborating with relevant program staff to ensure high quality of services provided to beneficiaries. This position reports to a Casework Manager.

Major Responsibilities:

Pre-Screening Support:

• Ensure cases scheduled for prescreen interviews follow the scheduling guidelines
• Perform daily monitoring of cases including no-shows, replacements, and other scheduling changes, and ensure USRAP refugee database, START is updated accordingly.
• Update immediate supervisor on changes in the daily caseload, including any urgent protection or medical conditions of applicants and their families
• Ensure the quality of applicants photos taken is in line with USRAP policy and the archiving and deletion of photos is completed on daily basis.
• Coordinate with the Interpreter Services Team for any casework interpreter requests and assignments
• Conduct prescreen morning briefing for refugee applicants. 
• Ensure daily coordination with UNHCR focal person on cases scheduled and walk ins. 
• Conduct prescreening interviews for refugee applicants, when needed.
• Perform other duties as assigned, in line with job-scope.

USCIS Support:

• Coordinate the preparation of USCIS interview rooms and supplies needed for USCIS circuit rides. 
• Ensure cases scheduled for USCIS interviews follow the USCIS scheduling guidelines and ensure interpreter assignments are accurately requested. 
• Update immediate supervisor on changes in the daily caseload, including any urgent protection or medical conditions of applicants and their families
• Perform daily monitoring of cases including no-shows, replacements and other scheduling changes and ensure USRAP refugee database, START, is updated to reflect on the changes. 
• Ensure daily communication with USCIS team leader and departmental focal points on case or processing related issues and efficiently communicate trends to Casework Managers. 
• Oversee the pre-USCIS case corrections and ensure USRAP refugee database, START, is updated accordingly.     
• Conduct USCIS morning briefing for refugee applicants
• Other USCIS circuit ride support functions as assigned. 

Pre/Post USCIS Support:

• Perform casework related follow-up, including coordinating with other departments to ensure continued processing.
• Schedule applicants for pre/post USCIS follow-ups and ensure coordination with the Interpreter Services team for interpreter requests.
• Respond to case-specific inquiries from RSC staff, in a timely manner.
• Other support functions as assigned
• Keep up to date on USRAP policies by ensuring accurate data entry into the USRAP refugee data base, and in line with RSC’s policies, guidelines and procedures. 
• Update immediate supervisor on changes in the daily caseload, including any urgent protection or medical conditions of applicants and their families

 Key Working Relationships: 

Position Reports to:                 Casework Manager, Malaysia 
Position directly supervises:   N/A

Indirect Reporting:                   Casework Managers, Malaysia

Senior Casework Manager, Malaysia

Casework Coordinator, Malaysia

Other Internal and/or external contacts: 

Internal:                                   Malaysia-Bangkok Program staff

External:                                  USCIS

Job Requirements: 

Education:

• Minimum College or University Diploma in any field; or equivalent to a minimum of 3 years of relevant professional experience will be considered
• University degree preferred

Work Experience:

• At least one year of relevant professional experience with previous data entry experience required
• Candidates with previous working experience/direct or indirect engagement with NGOs and any other humanitarian exposure are highly desired
• Experience in working in a multi-cultural environment is an added value 

Demonstrated Skills and Competencies:

• Excellent interpersonal skills: ability to communicate and work effectively and professionally with USRAP partners, refugee applicants, and colleagues in a cross-cultural, multi-disciplinary environment
• Solid organizational skills with the ability to juggle multiple tasks, set priorities, effectively manage time, and meet deadlines and work well under pressure in a fast-paced team environment
• Proven advanced data entry skills – meticulous with a high level of accuracy 
• Good team player, yet able to think and work independently as and when needed
• Strong analytical and critical thinking skills

Language and Computer Skills: 

•     Excellent verbal and written English language skills 

•     Computer Literacy – high level of competence in MS Office i.e., Word, Excel, and PowerPoint, Outlook

•     Proven advanced data entry skills with extreme accuracy, attention to detail, and self-checking abilities

•     Ability to type 40 words per minute

Others:

• Able to travel whenever required, both domestically and internationally