Senior Caseworker – Pretoria


Job Title: Senior Caseworker

Grade: 5(N)

Level : Specialist

Division: Programs

Section: Field Processing

Location: Pretoria, South Africa

Primary Purpose

This position is primarily responsible for implementation of Prescreening and USCIS circuit rides and efficient processing of eligible refugee applications for the US Refugee Admissions Program in Sub- Saharan Africa, in accordance with the Worldwide Processing Priorities, USRAP Guidelines, and RSC Africa Prescreening and Adjudications Field Processing standard operating procedures.


Supervision is received from the Field Processing Supervisor

Essential Duties

  1. Achieves and maintains high performance standard based on a thorough knowledge of and adherence to established RSC Africa, CWS/IRP, DOS/PRM, USCIS, and UNHCR policies and procedures regarding current refugee processing eligibility criteria, database, and file management guidelines, the role of US Resettlement Agencies and refugee producing country conditions.
  2. Contributes to the identification, development and updating of standard operating procedures for the Field Processing section.
  3. Serve as a Point of Contact (POC) and lead a team in the field. This includes coordinating and managing logistics in the field for the circuit ride. This also involves but is not limited to; maintaining effective relations with UNHCR, IOM, USCIS, US Embassies and other implementing partners; coordinating transport of files, equipment and supplies; ensuring equipment is well managed and utilized; hiring, supervising and paying of interpreters; completing a trip report and accounting fully for funds advanced; and maintaining thorough knowledge and adherence to Circuit Ride and Field Processing Standard Operating Procedures.
  4. Trains staff on all areas of Field Processing.
  5. Identifies and reviews cases pending Prescreening and USCIS interviews in preparation for scheduling, schedule the cases in WRAPS, generate reports for refugee notification, ensure that the reports are centrally filed for easy retrieval, and update WRAPS accordingly.
  6. Assists as needed in preparing and cleaning-up for a Prescreening or USCIS ride. This may include but is not limited to; requisitioning supplies, assisting GSO in preparation, packing of files, contacting interpreters, running reports, clean up at the end of the circuit ride, returning files to the library and other tasks as assigned by the Supervisors.
  7. Assist with emails in the Field Processing group inboxes.
  8. Completes the Prescreening one and Prescreening two interviews.
  9. Ensures all cases are error-free after completion of the Prescreening two interview.
  10. Provides feedback to staff completing Prescreening one about the quality of their work.
  11. Reviews case files using the file review tool and submits them to the Field Processing Supervisor on a weekly basis.
  12. Provides weekly comprehensive updates to the FPS.
  13. Assists in managing staff care and wellbeing as the POC/ team leader in the field.
  14. Ensures that all staff security protocols are adhered to and all communication made to staff security by team members in the field are done in a timely manner.Verifies case composition, collects demographic and biographic data, completes case histories, takes photos, height and weight details of applicants in accordance with USCIS and RSC Africa processing guidelines and in a non-confrontational, objective, and dignified manner.
  15. Conducts cross reference counseling ensuring families are resettled per their wishes, while ensuring no vulnerable applicants are left behind.
  16. Runs Quality Check reports to ensure complete and accurate files, as well as identifies and corrects processing errors.
  17. Meticulously reviews adjudicated cases, ensuring all documents are accurately completed.
  18. Updates USCIS decisions in WRAPS, correcting and re-requesting as needed.
  19. Works on scheduling applicants for USCIS fingerprints, prepares reports for appropriate notifications, files the reports centrally for easy retrieval, as well as updates WRAPS when fingerprints are taken.
  20. Performs additional duties and special assignments as needed to facilitate the efficient processing and operation of the USRAP in Sub-Saharan Africa.

Qualifications Education:

Bachelor’s Degree or four (4) years of related experience in lieu of a Bachelor’s degree is required.


Two (2) years of paid work experience is required.

Three (3) months of USRAP Field Processing experience is required.


· Second language an advantage; French, Somali, Tigrinya, Amharic, Kinyarwanda or Arabic preferred.

· Demonstrated computer skills, especially Microsoft Word, Excel, and Outlook.

· Strong organizational and time management skills.

· Strong verbal and written English language skills.


The Senior Casework must have the ability to:

· travel extensively throughout the regions, sometimes on short notice and under difficult conditions;

· accurately type 40 word per minute at 96% accuracy before the end of initial contract in order to be issued with another contract.

· pass the regularly administered job knowledge assessments at 80% or higher;

· communicate effectively both verbally and in writing;.

· follow instructions from the Supervisor with a positive and receptive attitude;

· deal effectively and courteously with a large number of associates, outside agencies, refugees and members of the general public;

· conduct oneself in a professional and courteous manner to represent the best interests of RSC Africa and CWS/IRP;

· maintain a high performance standard with attention to detail;

· carry out all of the duties of the position efficiently and effectively with minimal supervision;

· work independently and contribute to overall operations of RSC Africa;

· take initiative in the development and completion of projects;

· lead others and address issues as they arise;

· maintain strict confidentiality with RSC Africa administrative and operational information;

· manage a large and diverse workload under pressure with competing priorities;

· analyze and solve complex problems;

· work well as a team in a multi-cultural environment while maintaining a high level of motivation;

· effectively manage RSC Africa’s resources;

· actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP) in Africa

Working Conditions

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, moving machinery, marked changes in temperature and/or humidity, dust and infectious diseases, harsh weather climates, non-ventilated spaces and working in confined quarters.

Special Requirements

· A clear MIE background check is required before the start of employment.

· Candidate selected must be legally eligible to work in South Africa.

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. 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. Employee will be entrusted with the receipt, custody and payment of money.


None required.

Competencies Communication

Ensure effective exchanges of information with others. Examples of skills and behaviors include

speaking to others respectfully; expressing ideas in a logical, organized way; sharing information appropriately; and clarity and conciseness in written communication.


Ensure constructive and supportive interactions with others. Examples of skills and behaviors include being positive and supportive when working with others; sharing information

and resources freely; resolving conflict constructively; and proactively working to remove obstacles to success for others.

Job Knowledge

Utilize and apply job related knowledge to complete job tasks at a level that meets or

exceeds expectations. Examples of skills and behaviors include utilizing job knowledge to solve problems or develop new approaches; maintaining or enhancing skills through continuing education; and taking on projects that will develop or enhance skills.


Work effectively and contribute as a member of a team. Examples of skills and behaviors include supporting other team members by sharing information; covering the work of others during absences, vacations etc.; and actively participating in developing ideas for ways to

increase team effectiveness.

Problem Solving

Analyze information and develop solutions to challenges that arise during the course of performing a job. Examples of skills and behaviors include researching and collecting facts; defining the issues

and the parties affected; formulating options/solutions for addressing the problem; and engendering support for and implementing the solution.

Program Planning and Management

Organize work and/or plan projects and ensure timely completion and/or

successful implementation. Examples of skills and behaviors include identifying and analyzing program options; identifying the tasks and deliverables required for successful completion; managing one’s time; monitoring the resources involved and ensuring that they are directed most effectively; and working with all involved to ensure successful completion.


Guide and direct oneself or other individuals and groups toward a desired outcome. Examples of skills and behaviors include taking the appropriate level of initiative to resolve problems or remove obstacles, bringing individuals together around a common goal; evaluating information and making decisions; navigating conflict and obstacles; and ensuring that communication takes place between all parties involved.

Resource Building and Stewardship

Balance the acquisition or investment of organization resources with responsible use of those resources in line with the organization’s mission. Examples of skills and

behaviors include taking advantage of all opportunities to cultivate potential donors; evaluating situations to identify the best use of resources; and making responsible

investments of resources that increase organization effectiveness.

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