Temporary Senior Case Processing Assistant at Church World Service

Primary Purpose

This position is responsible for the processing of refugee case files under the direction of the unit supervisor. The position may also be responsible for responding to refugee, partner and other inquiries, and conducting case management on specialized pipelines (e.g. minors, expedites, family reunification, longstayers, among others).

Supervision

This position reports directly to the unit Supervisor.

Essential Duties

1. Completes all tasks related to refugee case processing as assigned by the unit Supervisor, ensuring adherence to RSC Standard Operating Procedures.
2. Develops proficiency in WRAPS application and maintains complete and accurate records in WRAPS and physical file of all actions taken on a case.
3. Develops and runs reports on cases, pipeline and team workload to share with Operations Management.
4. Conducts all stages of office-based refugee case processing including case creation, security checks, admin, scheduling, medicals, assurances, travel processing, and responding to inquiries.
5. Acts as a primary back-up to Supervisor, including taking responsibility for planning, managing workload, and planning leave in absence of the supervisor.
6. Provides oversight to RSC Africa Case Processing Assistants when assigned to special projects, including planning how to tackle the project, identifying reporting parameters and completing quality checks on the work done during the project.
7. Conducts regular quality checks of the Case Processing Assistants' work to ensure that cases are consistently and correctly updated, both electronically and in the physical file.
8. Assists in the development of Case Processing onboarding and training procedures and modules as well as assisting in their implementation as required.
9. Writes deferrals, and correctly updates responses in WRAPS and the physical file. Responds to case status inquiries from Refugees, Partners, Attorneys, Resettlement Agencies and Congress either electronically or via physical letter, with strict adherence to the DOS/BPRM Guidelines for the Treatment of Refugee Records.
10. Handles unscheduled visits by refugee applicants at the RSC Africa gate.
11. Handles assigned processing duties such as Humanitarian Parole requests, RFRs (Request for Reviews) including updating WRAPS appropriately with the submission request and decision from USCIS.
12. Process password requests from MyCase Website password and provide them to applicants in a timely manner.
13. Assist with case management through a holistic view of USRAP cases and follow up with relevant RSC Africa processing teams to effect changes to the case as needed. Use reports to monitor specialized caseloads (e.g. minors, expedites, family reunification, longstayers, among others).
14. Occasional travel to different processing locations to provide case status information to USRAP applicants, conduct cross-referencing and decision counseling, and solicit refugee information for the purpose of case processing and updating.
15. Scans and attaches documents to WRAPS.
16. Performs additional duties and special assignments as needed to facilitate the efficient processing and operation of the United States Refugee Admissions Program in Sub-Saharan Africa.

Qualifications

Education:

Bachelor’s degree or equivalent.

Experience:

Five years’ work experience in a related field is required

Prior paid work experience with CWS Africa is preferred

Knowledge/Skills:

• Strong written and verbal English skills
• Demonstrated computer skills, especially Microsoft Word, Excel and Outlook
• Strong organizational and time management skills

Abilities
The Case Processing Assistant must have the ability to:

• accurately type 5100 ksph with a 95% accuracy rating
• communicate effectively both verbally and in writing;
• follow instructions from the Supervisor with a positive and receptive attitude;
• deal effectively and courteously with a large number of associates, outside agencies, refugees and members of the general public;
• conduct oneself in a professional and courteous manner to represent the best interests of RSC Africa and CWS/IRP;
• maintain a high performance standard with attention to detail;
• carry out all of the duties of the position efficiently and effectively with minimal supervision;
• work independently and contribute to overall operations of RSC Africa;
• take initiative in the development and completion of projects;
• lead others and address issues as they arise;
• maintain strict confidentiality with RSC Africa administrative and operational information;
• manage a large and diverse workload under pressure with competing priorities;
• analyze and solve complex problems and make sound decisions;
• work well as a team in a multi-cultural environment while maintaining a high level of motivation;
• effectively manage RSC Africa’s resources;
• actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP).