Program Support Manager (National Position)

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IRC - International Rescue Committee

Requisition ID: req51801

Job Title: Program Support Manager (National Position)

Sector: Program Administration

Employment Category: Fixed Term

Employment Type: Full-Time

Open to Expatriates: No

Location: Bangkok, Thailand

Work Arrangement: In-person

Job Description

The Resettlement Support Center Asia (RSC Asia), funded by the US State Department Bureau of Population, Refugees, and Migration (PRM), assists persons throughout Asia seeking permanent resettlement in the United States. Responsible for a portfolio of 37 countries, RSC Asia: prepares refugee applications for the United States Refugee Admissions Program (USRAP) using START (a State Department–managed data system that supports the arrival and resettlement of refugees through technology); provides information to resettlement agencies about arriving refugees and offers cultural orientation training to refugees bound for the United States. RSC Asia is based in Bangkok, Thailand, with a sub-office in Kuala Lumpur, Malaysia and in Cox’s Bazar, Bangladesh.


Job Overview/Summary: The Program Support Manager is responsible for the oversight and management of the program support unit responsible for monitoring case submissions, completing case creation, and performing scheduling for both Prescreen and USCIS activities in Thailand and the Region.This position is also responsible for oversight of the records (file) library. The Program Support Manager supervises the Senior Program Support officers and Program Support officers, and reports to the Senior Program Support Manager.


Major Responsibilities:

Program Delivery:

  • Ensure all refugee case processing functions within the department strictly adhere to the USRAP START processing guides and the Integrity and Compliance Guides.
  • Perform proactive and regular quality control to ensure data accuracy using START dashboards and Tableau reports.
  • Monitor and analyse case submissions and case creation reports, alerting the Senior Program Support Manager and Program Support Coordinator of pipeline trends.
  • Be a subject matter expert for specialized caseload processing and provide technical guidance to team members and advocating for the first-come-first-serve approach.
  • Manage deadlines to ensure the timely scheduling and preparation of cases in START for next processing stages.
  • Provide monthly reports on caseload submission, creation and scheduling for specialized caseload including but not limited to protection and/or medical expedite, unaccompanied minor, persons with disabilities, and sensitive cases.
  • Be a change champion and ensure policy changes are implemented within the department including updating all necessary monitoring tools.
  • Review START dashboards, filters and Tableau monitoring tools quarterly with Senior Program Support Manager and recommend change and updates to the monitoring tool.
  • Communicate and follow up with local authorities, the US Embassy, UNHCR, and IOM colleagues for planned USRAP activities in urban and provincial Immigration Detention Centers (IDC) regarding the submission deadlines, case Scheduling, and call List.
  • Other duties as assigned.

Staff Management

  • Provide daily oversight of the RSC Asia Program Support team for Thailand.
  • Manage and adapt workload changes in accordance with START processing and policy related updates and priorities, and direct appropriate staff resources to ensure timely and accurate completion of tasks.
  • Provide onboarding training for new staff and refresher training for team members in case creation, scheduling tasks, and call list in line with necessary USRAP processing guides.
  • Directly supervise and support to both the Senior and Program Support Officers
  • Maintain open and professional relations with team members, promoting a strong team spirit and providing oversight and guidance to enable staff to successfully perform in their position.
  • Provide performance feedback on a timely and regular basis.
  • Conduct mid-year and annual Performance Evaluations.
  • Act as a champion and ensure staff adhere to The IRC Way: Standards for Professional Conduct.


  • Work closely with the RSC Asia Program Support team in Mae Sot and provide technical advise on all START related workload
  • Work closely with Casework Management to assess new referrals and their impact on RSC Prescreen and USCIS scheduling in accordance with PRM priority changes.
  • Coordinate closely with the Interpreter Services Management to align scheduling in line with interpreter resources and proactively identify special language needs for minority caseloads.


Key Working Relationships:

Position Reports to:Senior Program Support Manager
Position directly supervises:Senior/ Program Support officers.
Indirect Reporting: Program Support Coordinator, RSC Asia Senior Program Coordinator

Other Internal and/or external contacts:

Internal: All IRC Thailand Staff

External: UNHCR, IOM, Refugee Coordinator (RMA)


Job Requirements:


  • University Degree in any field

Work Experience

  • At least 3 (three) years of relevant professional experience is required.
  • Minimum one-year management experience, managing team performance and projects, required.
  • Resettlement processing or other NGO experience is preferred.
  • Previous work in a multicultural environment is preferred.

Demonstrated Skills and Competencies

  • High level of professionalism while carrying duties per the USRAP Integrity and Compliance guidelines.
  • Demonstrated ability to effectively manage time and meet deadlines and work well under pressure in a fast-paced team environment.
  • Ability to support activities through good listening and analytical skills.
  • Able to juggle multiple tasks simultaneously.
  • Strong communication skills with a demonstrated ability to communicate and work effectively and professionally with partners, colleagues, interpreters, and refugee clients.
  • Excellent interpersonal and cross-cultural communication skills
  • Flexible and willing to learn and take on new tasks.
  • Mature, positive attitude and able to work under pressure.
  • Able to train in large and small group settings.
  • Ability to take direction from supervisors and cooperate with teammates.

Language and Computer Skills

  • Excellent verbal and written English language skills required.
  • High level of computer literacy and proficient in MS. Office applications (Word, Excel, Power Point, Outlook) is required. Proven advanced data entry skills with extreme accuracy, attention to detail, and self-checking abilities.

Certificates or Licenses

  • Not applicable, unless required by law and/or organization to carry out official duties.


  • Ability and willingness to travel when required.

Working Environment:

The position is located at the RSC office in Bangkok and is primarily office based. The employee is required to adhere to “The IRC Way” for professional conduct, as well as to be in compliance with all relevant Policies and Procedures while carrying his/her duties.

Application Deadline: 28 May 2024 


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