Inquiries and Outreach Manager

Program Brief

Founded in 1933, International Rescue Committee (IRC) is one of the world’s leading agencies working in post-conflict and development contexts, supporting communities 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 to advance on a path of development.

The Resettlement Support Center Asia (RSC Asia), funded by the US State Department Bureau of Population, Refugees, and Migration (PRM), assists persons throughout Asia seeking permanent resettlement in the United States. Responsible for a portfolio of 37 countries, RSC Asia: 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.

Purpose of the Role

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 and Outreach officers, and reports to the Program Support Coordinator.

Highlights of Key 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 is 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 providing 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:Program Support Coordinator

Position Directly Supervises:Inquiries & Outreach Officers

Indirect Reporting: Casework Coordinator, Case Processing Coordinator, Senior Program Coordinator, Director

Other Internal and/or external contacts:

Internal:All Bangladesh, Bangkok and Malaysia RSC staff

External:  IOM, RPC, RAs, UNHCR, USCIS, and local partners as required

Minimum Qualifications:

• Minimum 5 (five) years in management and leading a team.
• Resettlement processing or other NGO experience is preferred.
• At least two years of relevant professional experience in Inquiries and Outreach related services is required.
• Previous work in a multicultural environment is preferred.
• High level of professionalism while carrying duties per the USRAP Integrity and Compliance guidelines.
• Demonstrated ability to effectively manage time and meet deadlines and work well under pressure in a fast-paced team environment.
• Must be both team and detail oriented, flexible and able to achieve results in fast-paced, multi-cultural environment.
• Maintain calm and resilient attitude when dealing with challenging situations.
• 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.
• Ability to support activities through good listening and analytical skills.
• Strong communication skills with a demonstrated ability to communicate and work effectively and professionally with partners, colleagues, and refugee clients.
• Able to manage team’s performance, providing regular constructive feedback and holding team members accountable.
• Proven advanced data entry skills with extreme accuracy, attention to detail, and self-checking abilities.
• Excellent verbal and written English language skills required.
• Computer Literacy –competence in Ms Office i.e. Word, Excel, and PowerPoint, Outlook desired
• Ability and willingness to travel when required.
• Understanding Rohingya language is preferred.

Specific Educational Qualification

• Minimum bachelor’s degree required in relevant field.

Certification

• N/A