Grade: 3 (N)Division: OperationsSection: Case Processing
Primary Purpose
This position is responsible for the processing of refugee case files under the direction of the unit supervisor.
Supervision
This position reports directly to the unit Supervisor.
Essential Duties
Completes all tasks related to refugee case processing as assigned by the unit Supervisor, ensuring adherence to RSC Standard Operating Procedures.
Develops proficiency in WRAPS application and maintains complete and accurate records in WRAPS and physical file of all actions taken on a case.
Receives, creates and enters new applications in WRAPS.
Corresponds with refugee applicants and partners as required to obtain additional information or respond to inquiries.
Requests security clearances and updates data in WRAPS as appropriate.
Requests medical exams and updates medical information when received from partners.
Requests assurances from US based resettlement agencies.
Scans and attaches documents to WRAPS.
Completes travel packets for departing refugees.
Conducts regular quality assurance checks to ensure cases are consistently and correctly updated, both electronically and in the physical file.
Assists with development of materials to improve understanding of program by refugee applicants and partners.
Any other duties as assigned by management.
Qualifications
Education:
High school diploma or equivalent is required.
Experience:
Five (5) years’ of paid work experience in a related field is required.
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).
Working Conditions
Physical: This position requires bending, sitting, standing, walking, pushing/ pulling, handling objects (manual dexterity), reaching above shoulder level and using fine finger movements.
Environmental: Incumbents in this position will work in an open plan office.
Special Requirements
Certificate of Good Conduct issued within the past one year (12 months) is required before the start of employment.
The candidate should be willing to work overtime on weekdays and weekends if required.
Licensing/Certification
None
Competencies
Communication: Ensure effective exchanges of information with others. Examples of skills and behaviors include speaking to others respectfully; expressing ideas in a logical, organized way; sharing information appropriately; and clarity and conciseness in written communication.
Relationships: Ensure constructive and supportive interactions with others. Examples of skills and behaviors include being positive and supportive when working with others; sharing information and resources freely; resolving conflict constructively; and proactively working to remove obstacles to success for others.
Job Knowledgev Utilize and apply job related knowledge to complete job tasks at a level that meets or exceeds expectations. Examples of skills and behaviors include utilizing job knowledge to solve problems or develop new approaches; maintaining or enhancing skills through continuing education; and taking on projects that will develop or enhance skills.
Teamwork: Work effectively and contribute as a member of a team. Examples of skills and behaviors include supporting other team members by sharing information; covering the work of others during absences, vacations etc.; and actively participating in developing ideas for ways to increase team effectiveness.
Problem Solving: Analyze information and develop solutions to challenges that arise during the course of performing a job. Examples of skills and behaviors include researching and collecting facts; defining the issues and the parties affected; formulating options/solutions for addressing the problem; and engendering support for and implementing the solution.
Program Planning and Management: Organize work and/or plan projects and ensure timely completion and/or successful implementation. Examples of skills and behaviors include identifying and analyzing program options; identifying the tasks and deliverables required for successful completion; managing one’s time; monitoring the resources involved and ensuring that they are directed most effectively; and working with all involved to ensure successful completion.
Leadership: Guide and direct oneself or other individuals and groups toward a desired outcome. Examples of skills and behaviors include taking the appropriate level of initiative to resolve problems or remove obstacles, bringing individuals together around a common goal; evaluating information and making decisions; navigating conflict and obstacles; and ensuring that communication takes place between all parties involved.
Resource Building and Stewardship: Balance the acquisition or investment of organization resources with responsible use of those resources in line with the organization’s mission. Examples of skills and behaviors include taking advantage of all opportunities to cultivate potential donors; evaluating situations to identify the best use of resources; and making responsible investments of resources that increase organization effectiveness.
