Refugee Information Caseworker

Job Description  Job Title Location of Assignment Employment Status Refugee Information Caseworker Beirut, Lebanon Local Hire   Reports to Reference number Starting date Head of Affiliated Services LE15IU01        The International Catholic Migration Commission (ICMC) is an international operating non-governmental organization serving and protecting uprooted people, regardless of faith, race, ethnicity, or nationality. For three decades, ICMC has partnered with the U.S. Department of State, Bureau of Population, Refugees and Migration to conduct refugee resettlement. Currently ICMC holds the US Government contract for Resettlement Support Center (RSC) Turkey and Middle East. As part of this service we work with several thousands of refugees and their families each year and take them through each stage of processing. This can be stressful and confusing for refugees and the Information and Communication Unit produces standard and more individualized information to refugees and to other partners and stakeholders working in the field. ICMC Lebanon is linked to ICMC Turkey which serves as a regional office for the US Refugee Resettlement and Cultural Orientation Program in the Middle East region. ICMC Beirut operates in a dynamic work environment and job descriptions/duties may change as operational needs decrease or increase. In Lebanon, ICMC staff are employed a casual hire basis.   The Information Unit will work with other sections of ICMC and external agencies to enable refugees to obtain up to date and correct information on the process of resettlement and status of their case according to existing operating procedures.  Job Purpose To enable refugees to communicate in a range of media, with ICMC and to promote a positive image of ICMC/RSC with refugees. Refugee Information Case Worker is a vital point of contact between refugees and RSC staff. The information caseworker will also give feedback to the Head of Affiliated Services on patterns and common themes of refugee communication.   Key Roles and Responsibilities Act as the human interface between ICMC and the refugee population it serves; Counsel individual refugees in person and over the phone to inform them of their cases’ status and to manage their expectations on case processing and resettlement  per local communication Standard Operating Procedures; Develop and draft briefing materials and other communication components;  Adhere to SOPs and guidelines for United States Refugee Admission Program (USRAP) in communicating with refugees; Accurately record all correspondence in Worldwide Refugee Admissions Processing System (WRAPS), interrogate the system to produce weekly/monthly reports on correspondence volume; Translate, scan, and photocopy all documents required for each refugee file; Gather and collect data from refugee, interpreter and DHS feedback forms and surveys; Perform other duties or special assignments as may be assigned to ensure efficient processing and operation of the ICMC Refugee Resettlement Program. Qualifications and Requirements Ability to uphold ICMC’s value of fairness, equality and respect for human dignity; Commitment to safeguard refugee interests and to prevent any real or perceived abuse of trust and conflict of interest; Strong inter-personal skills; Ability to be polite, caring, compassionate and patient with people who have been through stressful situations; Ability to work independently as well as part of a team; Excellent written and verbal communication skills in English and Arabic; Knowledge of Microsoft Word, Excel and Power Point; Ability to prioritize tasks and effectively manage the inquiry load of ICMC/RSC; Ability to identify patterns in issues and to develop recommendations for improvements; Exercise good judgment in safeguarding confidential or sensitive information; Work in a multi-cultural work environment.