Experience Inc. Jobs

Job Information

International Rescue Committee Casework Coordinator in Kuala Lumpur, Malaysia

Requisition ID: req51199

Job Title: Casework Coordinator

Sector: Program Administration

Employment Category: Regular

Employment Type: Full-Time

Open to Expatriates: Yes

Location: Kuala Lumpur, Malaysia

Work Arrangement:In-person

Job Description

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), provides information to resettlement agencies about arriving refugees and offers cultural orientation training to refugees bound for the United States. RSC Asia is based in Thailand, with sub-offices in Malaysia and Bangladesh

Job Overview/Summary:

The Casework Coordinator oversees all RSC Asia (Malaysia) Casework and Records and Scheduling Department functions, including case creation, scheduling, data entry, coordinating refugee-facing work for the Malaysia caseload, ensuring timely USCIS case presentation based on urgency levels, coordinating with other program Coordinators, and daily management of the Casework and Records and Scheduling Department staff.

Major Responsibilities

Program Delivery

• Provide daily oversight to the Casework and Records and Scheduling teams, including staff supervision and processing activities.

• Develop, monitor, and adapt processing pipelines and plans, including case submission and creation, the coordination and scheduling of casework and USCIS interviews and presentations of cases to USCIS.

• Provide oversight and guidance to the Casework and Records and Scheduling teams, on processing criteria, SOPS, operational policies, and guidance, USCIS procedures, policy changes and relevant refugee and immigration laws and resources. Ensuring all refugee, pre-USCIS, case processing policies, guidelines and procedures are strictly adhered to.

• Ensure that USRAP processing changes are flagged for staff and adequate training occurs.

• Ensure all case creation, scheduling, and casework activity, in START, is regularly monitored for quality control, through regular report follow-up as well as routine spot checks.

• Monitor and ensure follow-up of high profile, expedite or vulnerable and/or sensitive cases, including direct provision pre-USCIS services as needed. Coordinate with RSC colleagues and USRAP implementing partners as needed to ensure barriers to processing are addressed in a timely manner.

• Keep Senior Program Coordinator informed of developments in daily operations, including any urgent protection or medical cases that may require expedited processing.

• Lead the planning and preparation of USCIS circuit rides, including on the ground support to USCIS teams.

• Oversee development, implementation and regular monitoring of Casework budget and spending plans.

• Liaise with Thailand and Bangladesh counterparts to ensure that both processing locations are aligned with respects to program delivery.

Key Partners and Donor Relations

• Represent the RSC at meetings with USRAP partners as necessary, this includes UNHCR and IOM.

• Assist in maintaining excellent strategic relationships with program partners, including the Regional Refugee Coordinator, DHS, UNHCR and IOM.

• Develop and distribute statistical reports to the donor and partners on key caseloads.

• Act as the main focal point for communicating with external partners regarding both caseload wide and case specific issues.

Staff Management, Development and Retention

• Directly supervise the Senior Casework Managers, including setting their work objectives, providing training, managing performance, and assisting with recruitment strategies as needed.

• Identify training and other development needs for the Casework and Records and Scheduling staff.

• Work with the Senior Casework Managers to ensure that regular and appropriate casework and Records and Scheduling team meetings and trainings are held.

Other Duties

• Participate in management team activities and in annual planning processes.

• Ensure compliance with the requirements outlined in PRM’s USRAP Integrity and Compliance manual.

• Perform other duties as assigned.

Key Working Relationships:

Position Reports to: Senior Program Coordinator

Position directly supervises: Senior Casework Managers

Indirect Reporting: Head of RSC Office Malaysia

Other Internal and/or external contacts:

• Internal: Malaysia, Thailand and Bangladesh Program Staff; Malaysia Operations staff

• External: USRAP processing partners including UNHCR, IOM, PRM, RMA, RPC USCIS

Job Requirements:


• US citizenship is preferred but all nationalities can apply.


• University degree.

Work Experience:

• Minimum three years of progressive work experience in refugee processing, social services and/or humanitarian assistance programs.

• Minimum three years program management experience, including experience managing multi-cultural staff.

• Experience in data analytics highly desired

• Experience working with START and conducting United States Resettlement Program related case processing is advantageous

Demonstrated Skills and Competencies:

• People management and leadership skills: ability to lead a team and promote productivity in a positive work environment.

• Ability to review and develop policies and procedures for the department.

• Excellent interpersonal skills: ability to communicate and work effectively and professionally with partners and colleagues in a cross-cultural, multi-disciplinary environment.

• High level of professionalism, integrity, and ability to maintain confidentiality

• Ability to conduct effective trainings.

• Ability to develop and guide performance and provide regular feedback.

• Demonstrates strong organizational abilities, adept at handling multiple tasks, prioritizing effectively, managing time efficiently, meeting deadlines, and thriving within a fast paced, dynamic team environment. Strong analytical skills and the ability to think and work independently as and when needed

Language and Computer Skills:

• High fluency in both written and spoken English.

• Working knowledge of a refugee language helpful.

• Computer literacy and high proficiency in MS Office applications (Word, Excel, Power Point, Outlook) is required.

Certificates or Licenses: None required.

Working Environment: The employee is required to adhere to the “IRC Way” for professional conduct, as well as be in compliance with the Integrity and Compliance Guidelines while carrying out his/her duties.

All other employee terms and conditions shall be as per stipulated in the Employment Contract and/or Employee Handbook.