Tareq Sidawi

Undertake case management activities in an assigned area or areas, such as file integrity, program access, pre-screening, field team, adjudications support, scheduling or pre-departure services, and, as required, guide and monitor teams of Project Clerks and Project Assistants in organizing and completing case management activities in an assigned area. Undertake refugee form fill and casework interviews for the purposes of recording case histories and biographical information, including, if assigned, correctly entering data into the Worldwide Refugee Admissions Program System (WRAPS) and other databases, verifying information previously entered, such as biographic and family information, and, as needed, scanning, photocopying, attaching and filing documents, translating documents, and photographing applicants in accordance with established Standard Operating Procedures (SOPs). Verify WRAPS is updated as needed with refugee application data, biographical and other sensitive information such as interview dates, US Citizenship and Immigration Services (USCIS) interview and fingerprint results, medical data and resettlement location preferences, and, if assigned, guide the activation of processes such as program access verification, security checks or assurances as required. Liaise as needed with other teams and units in RSC MENA and other RSCs. Provide regular reports on the work being accomplished within the team to supervisors and team members. Train other Case Management team members as needed to efficiently and effectively manage refugee case files, conduct full refugee interviews, organize and schedule refugee appointments, update WRAPS, conduct quality assurance of files and case data and support the USCIS adjudication. Undertake duty travel as needed to participate in refugee interview and USCIS adjudication circuit rides.

Roles and Responsibilities Generic responsibilities
• Provides direction, assigns tasks and gives instructions to staff, specifies their individual work plans and evaluates individual team members’ performance. Or Provides direction, assigns tasks and gives instructions to daily labors and/or contractors and evaluates individual performance.
• Supports the assigned staff in their professional development, identifies training needs, and supports staff to achieve the objectives defined in their learning development plans.
• Monitors the progress of the activities of assigned staff and ensures they are implemented conform planning and quality standards.
• Develops with the assigned team, Monthly activity plans
• Ensures compliance with NRC policies CC tools, handbooks and guidelines.
• Identify, analyse and evaluate processes and gaps in the implementation of activities and make recommendations for improvement.
Specific responsibilities
• Line management of shelter assistants including planning their daily goals and activities in accordance with plans set by the team leader
• Manage weekly/monthly reports/tracking sheets of reception area cash for work (Syrian workers) and distribute workers on rotational work-schedule to cover 24/7 activities, manage monthly induction of CFW
• Prepare all documentation and paperwork needed to ensure smooth running of the reception area activities (stock reports/requests, daily monitoring sheets, incident reports etc
• Liaising with counterparts from other organizations involved in arrival activities to ensure coordinated procedures.
• Follow up on pending cases in the reception area with the other actors. Flag special cases and ensure improved access to basic services for cases with extended stay in the reception area.
• Maintain proper records, tracking sheets (soft and hard copies) and report on referrals to NRC’s reception area and out to other actors and highlight general trends as observed.

•Preparation and completion of minimum of 07 cases per week (mainly for the African and Iraqi caseload but the deployee may be requested to assist with the Syrian caseload processing as needed, which has a target of 05 cases per week) in accordance with the SOPs, policies and priorities of the office, for all cases assessed as meeting resettlement criteria on the same day of interview with a possible extension of one day for cases needed.

•Carry out Refugee Status Determination and resettlement interviews for potential resettlement cases.

•Complete the Resettlement Registration Form (RRF) for identified cases ensuring that photographs, signatures, medical reports and all supporting documents are available;

•Submitting cases (Emergency or Medical) to the reviewing officer for the purpose of quality control and case referral to resettlement countries through the MENA Protection Service;

•Follow-up on cases submitted for resettlement including medical examinations, cultural orientations and departure formalities as well as informing and counselling refugees of the status of their cases and general information campaigns concerning resettlement;

•Participation in training of other staff in the office as well as NGOs on their role in the resettlement process;

•Assisting in coordinating and arranging resettlement missions from governments to the field as appropriate;

•Updating ProGres and physical files according to the SOPs and to coordinate with other units in the office for follow-up and further assessment of cases if required. This is to ensure proper case management;

•Ensure to the extent possible, completion of the cases prior to end of assignment; and provide proper handover notes for any backlog

Conducting resettlement interviews and providing quality
assurance for a pilot project for a resettlement programme for
Syrian refugees to Canada. This is the first ever resettlement
program carried out by DRC worldwide, and I was recruited due
to my knowledge in resettlement and protection.

Handling an administrative team of 22 individuals in Jordan, Lebanon, Palestine, Syria and Iraq. The team provided administrative services for the countries mentioned that help facilitate the business functions.

- lead, advise, support and supervise the members of the administrative team.

- Submitting information for budget preparation; scheduling expenditures; monitoring costs; analyzing variances.

- Participate in drawing budgets for the department for the five countries I'm responsible for, including salaries, rentals, accommodation.

- facilitate good communication between the team and higher managements.

-conduct periodic evaluations for the team members.

- provide management with regular reports about the department performance and activities.

- Maintains administrative staff by recruiting, selecting.

- Provides supplies by identifying needs for reception, switchboard, mail-room; establishing policies, procedures, and work schedules.

-Maintaining equipment; approving invoices.

-Complete projects by organizing and coordinating information and requirements; planning, monitoring results.

- Purchase different materials for the whole company by obtaining requirements; negotiating price, quality, and delivery; approving invoices.

Conducting detailed interviews with asylum seekers and studying their claims to see if they are eligible for resettlement to a third country or not. Also escorted refugees to resettlement countries.

Possess detailed knowledge of Protection and Refugee Status Determination (RSD) procedures and have good experience in this field. Also the focal point for Sexual and Gender Based Violence (SGBV), undertakes additional related duties as agreed upon by the department manager.

Field Experience:

2012: Participated in Eager Lion Exercise in Jordan with UNHCR. This was an international military exercise involving 19 countries, where UNHCR helped to create awareness of how to deal with refugees and IDPs in conflict.

2011: I was chosen to be part of a UNHCR response team for the crisis in Libya as many third party internationals fled to Egypt and applied for asylum. I was based in Salloum, Egypt for two months were I was a Resettlement Officer that helped in resettling 200 refugees to Sweden. This was a very challenging experience as all the interviews were conducted in the field.

2010: Visited Al-Waleed Refugee Camp on the Syrian-Iraqi border. This was to verify refugee claims as well as help facilitate their resettlement to the US.

2010: Escorted Palestinian refugees from Al-Waleed Refugee Camp in Iraq to Timisoara, Romania. They stayed there for several months in the Emergency Transit Centre until they were resettled to the USA.

Conducting initial registration interviews with asylum seekers and studying their claims.

The company is a software development company that have various IT and Microsoft training centres in the UK. I deal with all customer complaints, queries, scheduling, follow up on payments. Also to ensure customer satisfaction.

Sales of Internet Services, both ADSL and Leased Lines.
Sending offers, follow-up with clients, assuring customer satisfaction.

Adding, editing and approving news articles for a news website www.zikzak.com

Job responsibilities included: handling customers’ queries, comments and complaints via e-mail, portal, fax and phone. Research (for BOSSit and client), writing templates, and writing Standard Operation Procedures (SOPs). Knowledge of CRM (Customer Relationship Management).Training fellow CSRs, as well as Quality Assuring various projects.
Also has experience in telemarketing and telesales. Posses knowledge in sourcing of items.

Also working on various consultancy projects, for different clients, where we assess their calling centre and give recommendations for more efficiency and higher service levels. This is done by monitoring what is being done in the calling centre, checking and revising SOPs, templates, scripts and then improving on them, or, if needed, redoing them from scratch.