Refugee Information Caseworker

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. Currently, ICMC operates under a cooperative agreement with the US Government as a Resettlement Support Center (RSC) Turkey and Middle East. For three decades, ICMC has partnered with the U.S. Department of State, Bureau of Population, Refugees and Migration to conduct refugee resettlement processing and such associated services as cultural orientation and medical exams for thousands of refugees seeking to be resettled in the U.S.; it has resettled approximately 40,000 refugees out of its Turkey and Middle East RSC. ICMC also has a sub-office in Beirut, Lebanon. The caseload includes a variety of different nationalities, including Syrians, Iraqis, Iranians, Somalis, and Afghanis. Job Purpose The Refugee Information Case worker is responsible for promoting a positive image of ICMC/RSC through timely and effective communication with refugees. The Refugee Information Case worker is a vital point of contact between refugees and ICMC/RSC staff. The Refugee Information Case worker is also expected to support the Refugee Information Supervisor and the Head of Affiliated Services in analyzing, developing, and improving internal and external communication activities as needed. Key Roles and Responsibilities To answer refugee inquiries via phone and e-mail on a daily basis is the primary responsibility; To coordinate responses to refugee inquiries with ICMC resettlement and orientation staff; To work in collaboration with casual workers (interpreters) and assigned staff in ICMC Beirut office in answering refugee inquiries; To maintain data information related to inquiries and updates WRAPS regularly; To support the Refugee Information Supervisor with the dissemination of relevant information to refugees; Support the Refugee Information Supervisor with internal and external communications (including publications) related to refugees; Support the Refuge Information Supervisor and the Head of Affiliated Services in coordination of special events, open houses, displays, exhibits, etc; Performs other duties as assigned by the Head of Affiliated Services and Refugee Information Supervisor.     Qualifications and Responsibilities Strong written and oral communication skills; Commitment to uphold ICMC’s values of fairness, equality and respect of human dignity; Commitment to safeguard refugee interests and to prevent any real or perceived abuse of trust and conflict of interest; Proven inter-personal skills and insight into conditions of refugees to treat them with patience and compassion, calmly and tactfully; Ability to accurately follow instructions regarding ICMC/PRM policies and procedures to provide and clarify information to refugees; Ability to prioritize tasks and effectively manage the inquiry load of ICMC/RSC; Ability to identify problems and analyse alternatives to develop recommendations for improvements; Ability to demonstrate flexibility to perform under changing, intensive deadlines and at times with constant interruptions; Experience in working in a multi-cultural work environment; Willingness to work flexible hours and at time weekends.