Case Processing Assistant II NGO Vacancy | UNGO Jobs

Job Title: Case Processing Assistant II

Country: Kenya
Organization: Church World Service
Closing date: 14 Jan 2022

Job Description

Job Title: Case Processing Assistant II

Reports to: Case Processing Supervisor

Division: Immigration & Refugee Program+ (IRP+)

Department: Programs

Job Location: Nairobi, Kenya

Grade Level: 4 (N), Associate Specialist


Church World Service (CWS) is a not-for-profit, faith-based organization transforming communities around the globe through just and sustainable solutions to hunger, poverty, displacement and disaster. CWS does not discriminate on the basis of race, color, religion, sex, national origin, gender identity, genetic information, age, disability or veteran status in employment or in the provision of services.

Primary Purpose:

This position is responsible for applying in-depth USRAP knowledge to process refugee case files in the most efficient manner. The position will either work in Processing Support (Correspondence and Protection units), or will work in Case Processing in either the USCIS Admin Unit or the Medicals and Assurances Unit. The position is required to link identified errors to the overall pipeline, submit data report recommendations, and contribute to the overall case management of the USRAP pipeline, including counselling of refugee applicant in various capacities.

Essential Duties:

  1. Completes all tasks related to refugee case processing as assigned by the unit supervisor, ensuring adherence to RSC Standard Operating Procedures.

  2. Develops proficiency in START application and maintains complete and accurate records in START and physical file of all actions taken on a case.

  3. Maintains in depth knowledge of processing to ensure cases are set up for the next stage in the process.

  4. Focuses on holistic management of cases and their cross references.

  5. Conduct refugee counseling and updates data in START as appropriate.

  6. Conducts regular quality checks of the Case Processing Assistants’ work to ensure that cases are consistently and correctly updated, both electronically and in the physical file. Shares findings with the Unit Supervisor.

  7. Scans and attaches documents to START and updates data in START as appropriate.

  8. Ensure strict compliance and adherence with Program Integrity Guidelines, Guideline for the Treatment of Refugee Records when working with refugee cases and communicating with implementing partner and applicants.

Processing Support Duties:

  1. Responds to case status inquiries from Refugees, Partners, Attorneys, Resettlement Agencies and Congress either electronically or via physical letter, with strict adherence to the DOS/BPRM Guidelines for the Treatment of Refugee Records.

  2. Handles V93 case management that requires communication with IO/FOD.

  3. Corresponds with refugee applicants and partners as required to obtain additional information or respond to inquiries.

  4. Assists with the development of materials to improve understanding of the USRAP for use either internally or by partners.

  5. Writes deferrals, and correctly updates responses in START and the physical file.

  6. Handles unscheduled visits by refugee applicants at the RSC Africa gate.

  7. Processes password requests from MyCase Website password and provide them to applicants in a timely manner.

  8. Assist with case management through a holistic view of USRAP cases and follow up with relevant RSC Africa processing teams to effect changes to the case as needed. Use reports to monitor specialized caseloads (e.g. minors, expedites, family reunification, long stayers, among others).

  9. Occasional travel to different processing locations to provide case status information to USRAP applicants, conduct cross-referencing and decision counseling, support Field Processing and USCIS on admin days, and solicit refugee information for the purpose of case processing and updating.

Case Processing Duties:

  1. Conducts tasks related to all stages of case processing dependent on operational priorities, including case creation, security checks, USCIS admin, scanning, scheduling, medicals, assurances, travel processing, and responding to inquiries.

  2. Manages CARRP hold lifts, I-602 waivers, RFRs, and discretionary denial updates in START and physical files.

  3. Drafts notes for USCIS review on admin days.

  4. Preps cases for review by the FOD.

  5. Delivers decision letters and counsels refugee applicants.

  6. Review cases, requests medicals and updates data in START as appropriate.

  7. Updates medical information, attaches the scanned medicals and updates data in START as appropriate.

  8. Review cases and requests assurances and updates data in START as appropriate

This position performs additional duties and special assignments as needed to facilitate the efficient processing and operation of the United States Refugee Admissions Program in Sub-Saharan Africa.



· Five (5) years of paid work experience is required

· Prior paid work experience with CWS Africa is preferred Skills:

• Strong written and verbal English skills

• Demonstrated computer skills, especially Microsoft Word, Excel and Outlook

• Strong organizational and time management skills

• Maintain a high performance standard with attention to detail

• Take initiative in the development and completion of projects Abilities:

• Manage large and diverse workload under pressure with competing priorities.

• Maintain the integrity of official records;

• Analyse and solve complex problems and make sound decisions;

• Work with minimal supervision

• Maintain a high performance standard with attention to detail;

• Work independently and contribute to overall operations of RSC Africa;

• Actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP).

· Strong English communication skills, both oral and written.

· Ability to work in a multi-cultural environment is required.

· Commitment to diversity, equity, and inclusion and willingness to support CWS’ Platform on Racial Justice as a CWS employee.

Education & Certifications:

· Bachelor’s Degree required or four years of paid work experience in lieu of a Bachelor’s degree required.

Special Requirements:

· COVID Vaccination is strongly recommended for all successful candidates

· The candidate should be of good health, willing and able to travel extensively in often difficult conditions, and have a high degree of flexibility. Must have proof of Yellow Fever vaccination before traveling for RSC Africa

· This position is based in Nairobi, Kenya

· This position requires use of laptops at all time, competence in Microsoft office packages is required.

· This position may require travel in sub-Saharan Africa on short notice and under sometimes difficult conditions to meet demands of a dynamic operational program

· Background check which includes references and an educational and criminal check is required before the start of employment for International applicants.

· A valid passport and the ability to maintain a valid passport throughout the entire appointment is required, which includes having enough passport pages for travel.

· Physical: This position requires bending, squatting, crawling, climbing, kneeling, sitting, standing, walking, pushing/pulling, handling objects (manual dexterity), reaching above shoulder level, using fine finger movements and lifting/carrying heavy loads.

· Environmental: Incumbents in this position will be exposed to excessive noise, marked changes in temperature and/or humidity, dust and infectious diseases, harsh weather climates, long work hours, bumpy roads, extended travel, excessive sun exposure, and non-ventilated spaces.

· Full time

· All employees should be prepared to work from the CWS office within their location of hire. Remote work arrangements may vary depending on location and the governing rulings regarding the COVID-19 pandemic.

This position is contingent upon approval of funding.

How to apply:

Log onto CWS Careers site: