Job Overview/Summary: The Communications Officer (COMO) is responsible for monitoring and responding to routine refugee case status inquiries submitted to the RSC, providing support to a variety of Pre and Post USCIS interview areas of work, including (but not limited to) Prescreen, USCIS circuit ride and Pre/Post follow up. They also provide general information about the U.S. Refugee Admissions Program (USRAP) to refugees. The COMO will ensure that any case-related updates provided by refugees are accurately recorded in the START (a State Department–managed system that supports the arrival and resettlement of refugees through technology) database and flagged for follow-up as appropriate. They project the professional image of the IRC-RSC through telephone, email, and in-person interaction with refugees. They will seamlessly rotate between responsibilities, collaborating with relevant program staff to ensure the high quality of services provided to beneficiaries. 

Major Responsibilities: 

Inquires and Outreach 

• Respond to USRAP applicant inquiries submitted online, by phone, email, letter, and/or in-person encounters within specified timeframes 

• Provide USRAP applicants with accurate general USRAP information, or with their case-specific information

 • Participate in outreach sessions within refugee communities and attend to inquiries and questions from the refugee community

 • Contribute to updating RSC Information Campaign messages and materials as required Edition: August 2024 

Data Management and Reporting 

• Complete call logs, START updates, and relevant reports as required

 • Ensure accurate data entry into START, dissemination to relevant parties of information received, and escalate issues as appropriate

 • Perform regular quality checks on work conducted by the team to ensure 100% accurate data entry and dissemination of information in accordance with the RSC goal of data perfection 

• Ensure work processes are 100% compliant with the most current Standard Operating Procedures (SOPs) 

Others 

• Remain informed of changes in RSC processing guidance to accurately provide case status updates and to ensure information is correctly entered into the START database

 • Recognize and alert supervisors of developments in caseloads, trends in refugee/community inquiries, and concerns

 • Coordinate completion of work and follow up with other colleagues, as necessary 

• Seek guidance and communicate with appropriate staff about more complex cases 

• Ensure professional coordination and communication, both internally and externally. 

• Recommend process improvements and changes to supervisors. 

• Perform other duties as assigned

Key Working Relationships: 

Position Reports to: Communications Manager 

Position directly supervises: Nil 

Indirect Reporting: Senior Program Support Manager 

                                  Program Support Coordinator 

                                  Senior Program Coordinator, Malaysia 

                                  Deputy Director, Malaysia 

Other Internal and/or external contacts: 

Internal: RSC Asia Staff 

External: UNHCR, IOM, others as assigned