Inquiries and Outreach Manager (National Position)

Background/IRC Summary:

The IRC has a rich history of assisting refugees to apply for United States resettlement, from its founding in 1933 to help vulnerable individuals escape Nazi-occupied Europe, to pioneering the Joint Voluntary Agency which assisted Indochinese refugees for 22 years, to operations in Croatia, Sierra Leone and Sudan. Since 2005, RSC Asia has resettled over 180,000 refugees to the United States.

Based in Bangkok with field offices in Thailand and Malaysia, the IRC Resettlement Support Center (RSC Asia) is funded by the US State Department Bureau of Population, Refugees, and Migration (PRM) to assist persons throughout Asia seeking permanent resettlement to the United States. Responsible for a portfolio of 37 countries, the RSC: prepares refugee applications for the United States Refugee Admissions Program (USRAP) using START (a State Department–managed data system that supports the arrival and resettlement of refugees through technology); provides information to resettlement agencies about arriving refugees; and offers cultural orientation training to refugees bound for the United States.

Job Overview/Summary:

The Inquiries and Outreach Manager is responsible for ensuring regular and consistent communication between the RSC Asia and refugee applicants via email, phone or in-person, and the Case Status Inquiry (CaSI) website. This position is responsible for ensuring RSC Asia’s written communication with applicants is professional and in compliance with the most recent SOPs used for processing refugee applications. This position supervises a team of inquiries officers, and reports to the Senior Program Support Coordinator.

Major Responsibilities:
Program Delivery:
• Manage the day-to-day workload and ensure timely responses of the Inquiries team
• Ensure work related to communications and inquiry processes are compliant with the most current Standard Operating Procedures (SOPs)
• Oversee and assist with accurate data entry and dissemination of information received
• Implement quality control checks to maintain high accuracy with data entry
• Ensure error detection and correction through staff training and development of strong quality control mechanisms before correspondence is sent.
• Follow-up on complex cases, coordinating with other departments and relevant coordinators as needed to ensure continued processing.
• Communicate challenges and provide solutions in a timely manner to supervisors
• Coordinate completion of work and follow up with other colleagues, as necessary.
• Other duties as assigned by Supervisor.

Staff Management, Training and Communication:
• Maintaining a positive, empathetic, and professional attitude toward clients at all times.
• Ensure professional coordination and communication, both internally and externally to ensure cases are actioned as required.
• Supervise and support Inquiries & Outreach Officers
• Responsible for quality control checks and provide feedback to staff on quality control issues in a timely manner
• Provide workflow improvement suggestions or performance feedback when required
• Conduct mid-year and annual Performance Management Evaluation activities
• Other duties as assigned

Key Working Relationships:
Position Reports to: Senior Program Support Manager
Position Directly Supervises: Senior Inquiries & Outreach Officers, Inquiries & Outreach Officers
Indirect Reporting: Casework Coordinator, Case Processing Coordinator, Senior Program Coordinator, Director
Other Internal and/or external contacts:
Internal: All Bangkok and Malaysia RSC staff
External: IOM, RPC, RAs, UNHCR, USCIS, and local partners as required