Founded in 1933, International Rescue Committee (IRC) is one of the world’s leading agencies working in post-conflict and development contexts, supporting communities in over 40 fragile, failed and developing states. In this capacity, we work to restore safety, dignity and hope to millions who are uprooted, struggling to endure and wishing to advance on a path of development.

The Inquiries and Outreach Officer is responsible for monitoring and responding to routine refugee case status inquiries submitted via e-mail, phone, letter and the RSC’s online Case Status Inquiry website (CaSI). Inquiries may be submitted directly by refugees or third parties. The Inquiries and Outreach Officer also provides general information about the USRAP to refugees. The Inquiries and Outreach Officer will ensure that case related updates provided by refugees or USRAP partner agencies are accurately recorded into START and flagged for follow-up as appropriate. The Inquiries and Outreach Officer projects the professional image of the IRC-RSC through telephone, email and in-person interaction with refugees.

• Learn and implement established IRC Resettlement Support Centre (RSC Asia), Population, Refugees, and Migration (PRM), United States Citizenship and Immigration Services (USCIS), and Refugee Processing Centre (RPC) policies and procedures.
• Respond to refugee or third-party inquiries submitted online, by phone, email, letter and/or in-person encounters within established time frames.
• Provide refugee applicants with accurate, general information about the USRAP, or with their case specific information.
• Provide counselling on case status and in some cases, final case decision by United States Citizenship and Immigration Services
• Ensure accurate data entry into START in accordance with USRAP guidelines and the cooperative agreement, and accurate dissemination of information received to relevant staff.
• Seek guidance and communicate with appropriate staff about more complex cases.
• Keep immediate supervisor informed of developments in daily inquiries, including any urgent inquiries.
• Assist in recognizing, documenting and alerting supervisors of trends.
• Recommend process improvements and changes.
• Ensure automated response systems (voicemail, e-mail, CaSI) are regularly updated with current information.
• Complete call logs and relevant/required reports, including weekly progress reports.
• Other duties as assigned by supervisor.

• At least two years of relevant professional experience including database management and record keeping required.
• Previous customer service experience preferred
• 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.
• Knowledge of Rohingya is a plus.
• Ability to type 40 words per minute required.

• Bachelor’s degree required in relevant field

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