Inquiries and Outreach Officer

At least two years of relevant professional experience including database management and record keeping required.
Previous customer service experience preferred
Resettlement processing, interview experience, or other NGO experience is preferred.
Previous work in a multi-cultural environment is advantageous.
Both team and detail oriented; flexible and able to work in fast-paced, multi-cultural environment.
Able to function effectively in a complex office environment and set appropriate priorities; manages time well in order to meet deadlines.
Ability to carry out responsibilities independently with minimal technical support.
Must be a patient and good communicator who can identify problems and pro-actively seek to resolve them.
Prior experience working with interpreters is preferred.
Willing and able to travel to and work in remote locations such as refugee camps.
Excellent verbal and written English language skills required.
Working knowledge of a refugee language is desirable.
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 required.
Knowledge of Rohingya is a plus.
Ability to type 40 words per minute required.
Responsibilities & Context
Purpose
The Inquiries and Outreach Officer is responsible for monitoring and responding to routine refugee case status inquiries submitted via e-mail, phone, letter and the RSC’s online Case Status Inquiry website (CaSI). Inquiries may be submitted directly by refugees or third parties. The Inquiries and Outreach Officer also provides general information about the USRAP to refugees. The Inquiries and Outreach Officer will ensure that case related updates provided by refugees or USRAP partner agencies are accurately recorded into START and flagged for follow-up as appropriate. The Inquiries and Outreach Officer projects the professional image of the IRC-RSC through telephone, email and in-person interaction with refugees.
Major Responsibilities
Learn and implement established IRC Resettlement Support Centre (RSC Asia), Population, Refugees, and Migration (PRM), United States Citizenship and Immigration Services (USCIS), and Refugee Processing Centre (RPC) policies and procedures.
Respond to refugee or third-party inquiries submitted online, by phone, email, letter and/or in-person encounters within established time frames.
Provide refugee applicants with accurate, general information about the USRAP, or with their case specific information.
Provide counselling on case status and in some cases, final case decision by United States Citizenship and Immigration Services
Ensure accurate data entry into START in accordance with USRAP guidelines and the cooperative agreement, and accurate dissemination of information received to relevant staff.
Seek guidance and communicate with appropriate staff about more complex cases.
Keep immediate supervisor informed of developments in daily inquiries, including any urgent inquiries.
Assist in recognizing, documenting and alerting supervisors of trends.
Recommend process improvements and changes.
Ensure automated response systems (voicemail, e-mail, CaSI) are regularly updated with current information.
Complete call logs and relevant/required reports, including weekly progress reports.
Other duties as assigned by supervisor.
Country: Bangladesh
Job Title: Inquiries and Outreach Officer
Department: Program Support/ RSC Asia
Contract length: Till 31st August 2025 (with possibility of extension subject to funding, program needs and performance of incumbent)
Work Location: RSC-Asia, Cox’s Bazar Office, Bangladesh.
Reporting to: Senior Inquiries and Outreach Officer
Expected Start Date: At Earliest
Compensation & Other Benefits
Remuneration Package: Competitive Base Pay with Fringe Benefits (As per IRC National Pay Scale in Bangladesh)
Employment Status
Contractual
Job Location
Cox’s Bazar
Company Information
International Rescue Committee (IRC)
Address:
3rd floor, Sayemon Heritage Residence, Baharchora, Cox’s Bazar
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