Case Support Manager

POSITION: Case Support Manager 

ORGANIZATION: No One Left Behind 

LOCATION: Washington, DC Metro Area 

REPORTS TO:  Evacuation Operations Manager

ABOUT NO ONE LEFT BEHIND 

No One Left Behind (NOLB) was established in 2014 when former Afghan interpreter and Special Immigrant Visa (SIV) recipient Janis Shinwari took $35,000 raised for him through a GoFundMe campaign and founded an organization to help others like him. Janis saved five American soldiers as an interpreter in combat yet waited years for his SIV application to be approved. 

Today, NOLB is the only national organization solely dedicated to assisting SIVs. NOLB directors, advisors, staff, and volunteers work tirelessly to ensure the United States meets its moral obligation to protect those who risked their lives in support of it abroad. 

For more information, please visit nooneleft.org. 

POSITION OVERVIEW

As a Case Manager for Special Immigrant Visa (SIV) applicants, you will be pivotal in assessing and managing applicant requests, coordinating volunteer support, and ensuring adherence to State Department policies and procedures. Your responsibilities will include evaluating applicant emails, managing and training volunteers, creating and updating standard operating procedures (SOPs), collaborating with the Operations Manager to align with State Department priorities, organizing the Virtual Operations Center (VOC), assessing new volunteer and staffing needs, creating customer response workflows, fielding financial requests by applicants, and keeping track of all financial request documentation.

KEY RESPONSIBILITIES

1. Development of SOPs:

• Design and implement processes and procedures through standard work to effectively manage the VOC operations.
• Regularly revisit and update SOPs to reflect evolving needs and best practices.
• Create customer response workflows to streamline communication and ensure timely responses to applicant inquiries.

2. Volunteer Management and Training:

• Oversee the Virtual Operations Center (VOC) volunteers, providing guidance, training, and support as needed.
• Direct volunteer activities and ensure alignment with the overall mission and objectives.
• Assess and onboard new volunteer applications smoothly and quickly, ensuring they understand their roles and responsibilities and ascertain each volunteer’s level of competence.

3. Assessment of Applicant Emails:

• Thoroughly evaluate communications received from SIV applicants to discern their requests, assess their needs, prioritize their urgency effectively, and then assign them to volunteers.
• Utilize strong analytical skills to understand the specific assistance required by each applicant.

4. Improve the VOC:

• Evaluate the VOC's current structure and operations and identify areas for improvement.
• Lead efforts to strengthen the VOC, including updating technology, optimizing workflows, and enhancing efficiency.

5. Alignment with State Department Priorities:

• Collaborate closely with the Operations Manager to ensure the SOPs align with the State Department's priorities.
• Stay informed about any policy or procedural changes initiated by the State Department and integrate them into existing workflows.

6. Assessment of New Volunteer and Staffing Needs:

• Evaluate the workload and resource requirements of the VOC to determine staffing needs.
• Assess existing volunteer and staff skills, competencies, and capabilities to identify gaps.
• Recruit and onboard additional staff or volunteers to meet operational demands.

7. Financial Requests Management:

• Field financial requests submitted by SIV applicants and prioritize them based on urgency and eligibility criteria.
• Forward financial requests to the Operations Manager for review and approval.
• Keep meticulous track of all financial request documentation to ensure transparency and accountability.

8. Data Management and Reporting:

• Delegate tasks related to compiling applicant data and preparing spreadsheets for the State Department.
• Ensure accurate and timely information reporting regarding documentarily complete applicants

QUALIFICATIONS AND COMPETENCIES 

The ideal candidate will possess: 

• Strong interest in, understanding of, and dedication to No One Left Behind’s mission; knowledge of the critical needs facing SIV applicants, recipients, and their families.      
• Experience and success in evacuation efforts, ideally in the ongoing effort in Afghanistan.
• Data management for imperfect and constantly changing datasets.       
• Possess strong oral and written communication skills; the ideal candidate will possess the ability to present his / her ideas in a clear, concise, and compelling manner to all stakeholders, both internal and external      
• Ability to work effectively in a collaborative and decentralized environment.
• A bachelor’s degree with an advanced degree is preferred.

PERSONAL ATTRIBUTES 

• Exemplifies character in the form of being honest, discreet, and trustworthy; possesses the utmost integrity.      
• Self-starter and innovator; has a problem-solving mindset with good project management skills and time management; the Case Support Manager is solution-oriented and unafraid to be hands-on while also remaining professional.       
• Demonstrates humility and flexibility and recognizes the achievements of others.          
• Possesses strong communication skills up and down the organization and is open to listening to the views of others; keeps the COO and Executive Director up to date on both progress and setbacks of evacuation operations.     
• Possesses strong strategic thinking; able to develop recommendations that have significant impact versus incremental change.  

COMPENSATION AND BENEFITS 

Annual cash compensation will consist of a competitive base salary and benefits.