Case Processing Assistant II at Church World Service – CWS RSC Africa

Cultural Orientation Trainer (N) at Church World Service - CWS RSC Africa (Re-advert)

Job Title: Case Processing Assistant II

Reports to: Case Processing Supervisor

Division: Immigration & Refugee Program+ (IRP+)

Department: Programs, Case Processing

Job Location: Nairobi, Kenya

Grade Level: Grade 4, Senior Assistant, National


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 Refugee Communication or in Case Processing in either the USCIS Admin Unit, Medicals and Assurances Unit, Projects Unit, Sub-office Support Unit or Protection Unit.

Essential Duties:

  1. Completes all tasks related to refugee case processing as assigned by the supervisor, ensuring adherence to policies and procedures.
  2. Demonstrate proficiency in START.
  3. Ensures and completes accurate records and updates in START and the physical file.
  4. Reviews and updates cases in readiness for the next stage in processing.
  5. Conducts refugee counseling and updates data in START as appropriate.
  6. Scans, renames and uploads documents in START.
  7. Ensures strict compliance and adherence with the Integrity and Compliance Guidelines when working with refugee cases and communicating with implementing partners and applicants.

Refugee Communication 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. Handles V93 case management that requires communication with IO/FOD.
  2. Corresponds with refugee applicants and partners for decision letter distribution.
  3. Occasional travel to different processing locations to distribute decision letters, conduct applicant counselling, scan documents on CIS circuit rides, collaborate with IOM during concurrent medical missions. Additionally, solicit refugee information for the purpose of case processing and updating.
  4. Conducts tasks related to all stages of case processing.
  5. Manages I-602 waivers, Request for Reconsideration (RFR) and Request for Re-evaluation (RREs). Updates START and the physical files for IRAD and PRM review.
  6. Drafts case notes for USCIS review.
  7. Prepares cases for review by the FOD and completes updates upon completion of the review.
  8. Review cases, requests medicals and updates data in START as appropriate.
  9. Updates medical information, uploads the scanned medicals and updates data in START as appropriate.
  10. Review cases and requests assurances and updates data in START as appropriate.
  11. Contact applicants for case group and UST management.
  12. Completes other duties as assigned by CWS/RSC Africa Management.



  • Four (4) years of paid work experience is required
  • Prior paid work experience with CWS Africa is required


  • 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

Education & Certifications:

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


  • 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).

Important Requirements:

  • Proficiency in English language is a requirement.
  • Ability to work in a multi-cultural environment required.
  • Commitment to diversity, equity, and inclusion and willingness to support as a CWS employee 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
  • 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


More Information

  • Job City Nairobi