Experience Inc. Jobs

Requisition ID: req54903

Job Title: Communications Officer

Sector: Communications

Employment Category: Fixed Term

Employment Type: Full-Time

Open to Expatriates: No

Location: Kuala Lumpur, Malaysia

Work Arrangement:In-person

Job Description

Job Overview/Summary:The Communications Officer (COMO) is responsible for monitoring and responding to routine refugee case status inquiries submitted to the RSC, providing support to a variety of Pre and Post USCIS interview areas of work, including (but not limited to) Prescreen, USCIS circuit ride and Pre/Post follow up. They also provide general information about the U.S. Refugee Admissions Program (USRAP) to refugees. The COMO will ensure that any case-related updates provided by refugees are accurately recorded in the START (a State Department–managed system that supports the arrival and resettlement of refugees through technology) database and flagged for follow-up as appropriate. They project the professional image of the IRC-RSC through telephone, email, and in-person interaction with refugees. They will seamlessly rotate between responsibilities, collaborating with relevant program staff to ensure the high quality of services provided to beneficiaries.

Major Responsibilities:

Inquires and Outreach

• Respond to USRAP applicant inquiries submitted online, by phone, email, letter, and/or in-person encounters within specified timeframes

• Provide USRAP applicants with accurate general USRAP information, or with their case-specific information

• Participate in outreach sessions within refugee communities and attend to inquiries and questions from the refugee community

• Contribute to updating RSC Information Campaign messages and materials as required Edition: August 2024

Data Management and Reporting

• Complete call logs, START updates, and relevant reports as required

• Ensure accurate data entry into START, dissemination to relevant parties of information received, and escalate issues as appropriate

• Perform regular quality checks on work conducted by the team to ensure 100% accurate data entry and dissemination of information in accordance with the RSC goal of data perfection

• Ensure work processes are 100% compliant with the most current Standard Operating Procedures (SOPs)

Others

• Remain informed of changes in RSC processing guidance to accurately provide case status updates and to ensure information is correctly entered into the START database

• Recognize and alert supervisors of developments in caseloads, trends in refugee/community inquiries, and concerns

• Coordinate completion of work and follow up with other colleagues, as necessary

• Seek guidance and communicate with appropriate staff about more complex cases

• Ensure professional coordination and communication, both internally and externally.

• Recommend process improvements and changes to supervisors.

• Perform other duties as assigned

Key Working Relationships:

Position Reports to:Communications Manager

Position directly supervises:Nil

Indirect Reporting:Senior Program Support Manager

Program Support Coordinator Senior Program Coordinator, Malaysia Deputy Director, Malaysia

Other Internal and/or external contacts:

Internal:RSC Asia Staff

External:UNHCR, IOM, others as assigned

Qualifications

Job Requirements:

Education:

• University Degree preferred, OR equivalent to 1-2 years of relevant professional experience will be considered.

Work Experience:

• Candidate with a minimum of 1 year of relevant resettlement processing experience is advantageous

• Experience with direct client interaction is preferred

• Candidate with previous working experience/direct or indirect engagement with NGOs and any other humanitarian exposure is preferred

• Previous exposure to a multicultural environment is advantageous

Demonstrated Skills and Competencies:

• Strong interpersonal communication and cross-cultural communication skills

• Excellent organizational and follow-up skills; ability to multitask

• Considerate and deliberate in dealing with people and managing conflict

• Ability to work with minimal supervision and under pressure

• Strong team player

• Detail oriented

• High emotional intelligence (EQ) an adept in setting boundaries to maintain mental and emotional well-being

• Demonstrates exceptional resilience and composure in high-pressure and stressful situations

• Flexible and able to work in a fast-paced, multicultural environment

• High level of professionalism while implementing IRC-RSC policies and procedures

• Database management and record-keeping experience

• Prior experience working with interpreters is preferred

• High level of proficiency in Microsoft Office including Excel, Word, and Outlook

Language Skills:

• Excellent verbal and written English language skills; other languages such as Malay, Mandarin, Tamil, or Burmese desirable

Certificates or Licenses:

• Not applicable, unless required by law and/or organization to carry out official duties

Others:• Ability and willingness to travel when required

Working Environment:The employee is required to adhere to the “IRC Way” for professional conduct, as well as to be in compliance with all relevant Policies and Procedures while carrying out their duties.

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