IOM provides a range of services and support to various resettlement programmes globally including, but not limited to, case processing, migration health assessments, organized transportation, pre-departure and cultural orientation, and administration of a travel loan and collections program. The relevant Departments in the IOM Headquarters, 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.

Resettlement Support Centers (RSCs) provide critical support and processing assistance for the Follow-To-Join Asylees (FTJ-As). As part of an MOU between IOM and the Coordinated Afghan Relocation Efforts (CARE), 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, and provide support to the FTJ-A managed by the Field Operations Directorate.

1. Undertake case management activities in an assigned area or areas, such as file integrity, program access, prescreening, field team, adjudications support, scheduling or pre-departure assistance, and, as required, guide and monitor teams of Project Clerks and Project Assistants in organizing and completing case management activities in an assigned area.

2. Efficiently and effectively manage  case files and medical records, including, if assigned, verifying the creation of new case files, the timely and accurate distribution of case files, that all returned files are promptly filed, 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. Undertake refugee form fill and casework interviews for the purposes of recording case histories and biographical information, including, if assigned, correctly entering data into the relevant project databases, verifying information previously entered, such as biographic and family information. As needed, scan, photocopy, attach and fill documents, translate documents, and photograph applicants in accordance with established Standard Operating Procedures (SOPs).

4. In coordination with supervisors, organize and schedule appointments for the applicants, including, if assigned, running ad hoc reports, creating schedules in relevant  database, entering schedule data, updating schedules, overseeing the issuance of notifications and confirmation of appointments, arranging interpretation services and assisting with  logistics.

5. In relation to the adjudications support activities, , as assigned, assist supervisors in supporting immigration officers from the resettlement country, conduct briefings for applicants, ensuring accurate information is shared regarding timelines, expectations, fraud, malfeasance and case processing, and, as needed, provide interpretation during interviews, perform data entry, provide logistical support..

6. Verify the relevant database is updated as needed with refugee application data, biographical and other sensitive information such as interview dates, visa interview conducted by the resettlement government officials, and fingerprint results, medical data and resettlement location preferences, and, if assigned, guide the activation of processes such as program access verification, security checks or assurances as required.

7. Utilizing reports, conduct regular quality assurance checks of case files and data  to ensure the accuracy of all  information and the RSC’s compliance with all IOMSOPs in relation to case files.

8. In coordination with supervisors, liaise as needed with other teams and units in the RSC MENA and other RSCs. Provide regular reports on the work being accomplished within the team to supervisors and team members.

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 the databases, conduct quality assurance of files and case data and adjudication supports.

11. Demonstrate an in-depth understanding of the IOM resettlement and movement management, SOPs and relevant databases, as well as the ability to remain professional, impartial and unbiased during all interactions with refugee applicants and colleagues.

12. Maintain the confidentiality and integrity of all RSC-related information by implementing control procedures in line with IOM 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.