GENERIC POST DESCRIPTION

SECTION 1

Position Information

Position Title: Senior Project Assistant, Case Management

Position Grade: G6

Duty Station: San Salvador, El Salvador

Job Family: Operations

Organizational Unit: US Refugee Admissions Program, RSC

Is this a Regional, HQ, MAC, PAC, Liaison Office, or a Country Office based position?: Country Office

Position rated on: (to be filled by Classifier)

Reports directly to: Project Associate, Case Management, Prescreening

Number of Direct Reports: 8

SECTION 2

Organizational Context and Scope

The United States Refugee Admissions Program (USRAP) operates world-wide with a target of providing resettlement opportunities to thousands of refugees each year. IOM provides a range of services and support to the USRAP including, but not limited to, case processing, migration health assessments, cultural orientation training, organized transportation and administration of a travel loan and collections program. The Department of Mobility Pathways and Inclusion, specifically the Resettlement and Movement Division (RMM), has the organizational responsibility to provide direction, oversight, and guidance to IOM’s global support to all resettlement programs.

Under the United States Refugee Admissions Program (USRAP), Resettlement Support Centers (RSCs) provide critical support and processing assistance for resettlement to the US. As part of an MOU between IOM and the US State Department Bureau for Population Refugees and Migration (PRM), IOM manages several RSCs which prepare applications for adjudication by and provide support to visiting US Citizenship and Immigration Services (USCIS) officers, facilitate security and medical screenings, provide information about arriving individuals to resettlement agencies in the US and offer Cultural Orientation (CO) training to individuals departing for the US.

Under the overall supervision of the Project Coordinator, Case Management, Prescreening and direct supervision of the Project Associate, Case Management, Prescreening, the successful candidate will be based in San Salvador, El Salvador and will have the following duties and responsibilities:

SECTION 3

Responsibilities and Accountabilities

1. Oversee a team of RSC LA staff members undertaking case management activities in an assigned area or areas as needed, such as file integrity, program access, prescreening, field team, adjudications support, scheduling or pre-departure assistance, including supporting staff development processes such as hiring, providing training, assigning duties and giving feedback to staff members on their performance on a regular basis to ensure high quality work and the accurate completion of case management activities.

2. Oversee the efficient and effective management of refugee case files and medical records, including, if assigned, the creation of new case files, the timely and accurate distribution, return and re-filing of case files, that the file tracking system is used to keep comprehensive track of files, and that files are scanned and transformed into travel packets as needed.

3. Oversee refugee interviews, if assigned, ensuring team members use appropriate interview techniques, treat refugee applicants with dignity and respect, follow up-to-date formfill and casework procedures, correctly enter data into the Refugee Admissions Program System (START) and other databases, accurately verify information previously entered into files such as biographic and family information, scan, photocopy, attach, file and translate documents as needed, and photograph applicants in accordance with established Standard Operating Procedures (SOPs).

4. Organize and schedule refugee appointments, including, if assigned, creating and running ad hoc reports, creating schedules in START or another database, entering schedule data, updating schedules, overseeing the issuance of notifications and the confirmation of appointments, ensuring applicants are notified of their appointments in an effective, respectful and timely manner, facilitating interpretation assistance and maintaining a related database, and assisting with circuit ride logistics as needed.

5. In relation to the adjudication of refugee case files, provide support to USCIS officers and oversee daily adjudications activities, the distribution of adjudications work to team members, the delivery of briefings for refugee applicants, interpretation during interviews, data entry, logistical support and notifications to refugees of their results.

6. Through oversight and quality check (QC) measures, ensure START is updated as needed with refugee application data, biographical and other sensitive information such as USCIS interview dates, interview and fingerprint results, medical data and resettlement location preferences, and

oversee processes such as program access verification, security checks or assurances as required.

7. Utilizing reports, oversee and conduct regular QC of case files and data in START to ensure the accuracy of all case information, the RSC’s compliance with all USRAP and RSC SOPs and that processing pipelines are as short and efficient as possible, with expedited cases progressing as needed.

8. In coordination with the Project Associate, liaise as needed with other teams and units in RSC LA and with external partners such as USCIS, the Refugee Processing Center (RPC), panel physicians, the US Embassy and the United Nations High Commissioner for Refugees (UNHCR). Prepare team statistics and report regularly to the Project Coordinator or RSC management on relevant activities, problems and solutions related to the workflow and processing pipeline.

9. Train other Case Management team members as needed to efficiently and effectively manage refugee case files, conduct full refugee interviews, organize and schedule refugee appointments, update START, conduct quality assurance of files and case data and support the USCIS adjudication, and to oversee case management teams and activities.

10. Undertake duty travel as needed to participate in refugee interview and USCIS adjudication circuit rides, for meetings and for training.

11. Demonstrate a comprehensive understanding of the USRAP, SOPs and START, as well as the ability to remain professional, impartial and unbiased during all interactions with refugee applicants, colleagues and partners. Support the development and implementation of SOPs as needed.

12. Maintain and ensure the confidentiality and integrity of all RSC-related information by implementing control procedures in line with USRAP standards of conduct and data protection rules. Alert RSC management of any non-compliance to SOPs or codes of conduct by RSC staff members.

13. Perform such other duties as may be assigned.

SECTION 4

Required Qualifications and Experience

EDUCATION

• Completed secondary education required

EXPERIENCE

• Six years of working experience with secondary education; four years of working experience with Bachelor’s degree
• Thorough knowledge of English
• Ability to use own initiative and work under pressure with minimum supervision

SKILLS

• Excellent computer skills – Word, Excel and Internet
• Strong interpersonal and communication skills
• Attention to detail and ability to organize
• Self-motivated and objective driven

SECTION 5

Languages

REQUIRED

IOM’s official languages are English, French, and Spanish, all staff members are required to be fluent in one of the three languages.

DESIRABLE

Working knowledge of another official UN language (Arabic, Chinese, French, Russian, and Spanish) is an advantage.

SECTION 6

Competencies

The incumbent is expected to demonstrate the following values and competencies:

VALUES – All IOM staff members must abide by and demonstrate these five values:

1. Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
2. Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
3. Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
4. Courage: Demonstrates willingness to take a stand on issues of importance.
5. Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

CORE COMPETENCIES – Behavioral indicators – Choose a level.

1. Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
2. Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.
3. Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate.
4. Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.
5. Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

MANAGERIAL COMPETENCIES – Behavioral indicators – Choose a level.

• Leadership: Provides a clear sense of direction, leads by example and demonstrates the ability to carry out the Organization’s vision. Assists others to realize and develop their leadership and professional potential.
• Empowering others: Creates an enabling environment where staff can contribute their best and develop their potential.
• Building Trust: Promotes shared values and creates an atmosphere of trust and honesty.
• Strategic thinking and vision: Works strategically to realize the Organization’s goals and communicates a clear strategic direction.
• Humility: Leads with humility and shows openness to acknowledging own shortcomings.
• Competencies and respective levels should be drawn from the Competency Framework of the Organization.