Senior Inquiries and Outreach Officer (National Position)

• Implement all required USRAP policies and procedures including but not limited to all START Processing Guides, the Integrity and Compliance guidelines and the established local best practices.
• Respond to refugee or third-party inquiries submitted online, via phone, email, letter and/or in-person encounters within established time frames, and within the framework of all USRAP guidelines.
• Provide refugee applicants with accurate, general information about the USRAP, or with their case specific information.
• Develop and implement weekly monitoring reports and tools to provide ongoing analysis of processing priorities.
• Conduct follow-up activities for cases that are prioritize for processing by Casework and/or Case Processing team including updating in START to ensure timely transition of cases to next processing stage.
• Perform quality control work on actioned cases daily.
• Travel independently to locations both within Thailand and Regionally to conduct inquiries and outreach session.
• Provide counseling on case status and in some cases, final case decision by USCIS.
• Ensure accurate data entry into START in accordance with USRAP guidelines, and accurate dissemination of information received to relevant staff
• Seek guidance and communicate with appropriate staff to resolve more complex case issues.
• Keep immediate supervisor informed of developments in daily inquiries, including any urgent inquiries.
• Other duties as assigned by supervisor.

• University Degree in any field

• At least two years of relevant professional experience including database management and record keeping required.
• Previous customer service experience required.
• Resettlement processing, interview experience, or other NGO experience is preferred
• Previous work in a multi-cultural environment is advantageous

• Both team and detail oriented; flexible and able to work in fast-paced, multi-cultural environment.
• Able to function effectively in a complex office environment and set appropriate priorities; manages time well in order to meet deadlines
• Ability to carry out responsibilities independently with minimal technical support
• Must be a patient and good communicator who can identify problems and pro-actively seek to resolve them
• Prior experience working with interpreters is preferred
• Willing and able to travel to and work in remote locations such as refugee camps

• Excellent verbal and written English language skills required.
• Working knowledge of a refugee language is desirable.
• High level of computer literacy and proficient in MS Office applications (Word, Excel, Power Point, Outlook) is required.
• Proven advanced data entry skills with extreme accuracy, attention to detail, and self-checking abilities required.

International Rescue Committee