Senior Case Officer (Level 4A)

Summary

Under the direction of the Operations Manager the Senior Case Officer assists with developing and implementing policies and procedures and, monitoring performance metrics. The Officer is required to possess exceptional organizational skills, a keen eye for detail, and the ability to prioritize tasks effectively. 💰Salary: $3,501,526 JMD per annum

Responsibilities

• Key Outputs:

  • • Strategies to enhance the efficiency and effectiveness of citizenship services implemented.
  • • Recommendations for the improvement of existing procedures to enhance the customer experience made.
  • • Audits to evaluate the accuracy and completeness of case files conducted.
  • • Guidance and support to Case Officers in complex case management provided.
  • • Case processing monitored.
  • • Areas for improvement identified.
  • • Cross-functional issues related to citizenship services resolved.
  • • Data and reports on the performance of citizenship services analyzed and prepared.
  • • Interviews and assessments for citizenship applications conducted as required.
  • • Escalated customer inquiries and complaints managed and resolved.
  • • Reports on citizenship services, including statistical analysis and performance trends prepared.
  • • Individual Work Plans developed.

• Technical/Professional:

  • • Manage and process complex citizenship applications, ensuring accuracy and timeliness.
  • • Conduct thorough investigations and interviews to verify eligibility for citizenship.
  • • Provide expert recommendations and decisions based on immigration legislation and policies.
  • • Review and analyze complex legal documents, including birth certificates, passports, and other identification documents.
  • • Conduct background checks and security screenings to assess the suitability of citizenship applicants.
  • • Coordinate with external agencies and stakeholders to obtain necessary information for the processing of citizenship cases.
  • • Maintain accurate case files and databases, ensuring proper documentation of all activities.
  • • Prepare comprehensive reports and recommendations for citizenship application outcomes.
  • • Stay updated on changes in immigration laws, policies, and procedures, and ensure compliance.
  • • Assist in the development and implementation of policies and guidelines related to citizenship applications.
  • • Provide training and mentoring to junior case officers, sharing knowledge and expertise.
  • • Conduct quality assurance audits to ensure adherence to standard operating procedures.
  • • Conduct in-depth analysis of citizenship legislation and regulations.
  • • Interpret and apply immigration policy guidelines to citizenship cases.
  • • Utilize case management systems and software to track and manage citizenship applications.
  • • Conduct research on country-specific immigration requirements and eligibility criteria.
  • • Collaborate with legal teams to ensure adherence to legal requirements in citizenship cases.
  • • Coordinate and participate in meetings with applicants, lawyers, and other stakeholders.
  • • Conduct effective interviews and investigations to gather relevant information.
  • • Apply critical thinking and judgment to make well-informed decisions.
  • • Conduct risk assessments and escalate high-risk cases as appropriate.
  • • Assist to develop standard operating procedures and guidelines for the processing of citizenship applications.
  • • Use data analysis and reporting tools to monitor and improve case processing efficiency.
  • • Collaborate with cross-functional teams to streamline processes and improve service delivery.
  • • Demonstrate cultural sensitivity and awareness when dealing with applicants from different countries.
  • • Coordinate with external agencies, such as law enforcement or Investigation/Intelligence Organizational Unit/s, as required.
  • • Monitor and evaluate the performance of junior case officers, providing constructive feedback.
  • • Handle complex inquiries and complaints related to citizenship applications.

• Management/Administrative:

  • • Contributes to the development of the Unit’s Operational Plan and Budget.
  • • Prepares and submits performance and other reports relating to the achievement of targets for the PICA as required and ensures timely submission of all documents/information requested.
  • • Maintains quality customer service principles, standards and measurements for the PICA.
  • • Develops Individual Work Plan based on strategic alignment with PICA’s Corporate/Operational Plan.
  • • Represents PICA at meetings, conferences and other fora as needed.

• Human Resources:

  • • Maintains a system that fosters a culture of team work, employee empowerment and commitment to the Division’s goals.
  • • Fosters an atmosphere of trust, high ethical and confidential standard.

• Other:

  • • Performs other related duties that may from time to time be assigned.

Required Skills

• Core:

  • • Leadership and management skills
  • • Excellent communication and interpersonal skills
  • • Problem-solving and decision-making abilities
  • • Attention to detail and accuracy
  • • Strong organizational and time management skills
  • • Teamwork and collaboration
  • • Adaptability and flexibility
  • • Ability to handle confidential and sensitive information
  • • Customer service orientation
  • • Analytical and critical thinking skills

• Technical:

  • • Knowledge of citizenship laws, regulations, and policies.
  • • Familiarity with case management systems and software.
  • • Understanding of data analysis and reporting.
  • • Proficiency in MS Office applications.
  • • Ability to interpret and apply relevant legislation or guidelines.
  • • Strong research and analysis skills.
  • • Knowledge of best practices in citizenship services.
  • • Knowledge of fraud detection and prevention techniques.
  • • Legal knowledge related to citizenship applications and processes.
  • • Strong knowledge of the PICA’s policies and procedures.
  • • Understanding of the Data Protection Act, policies and procedures.

Qualifications

• • Bachelor of Science degree in Public Administration, Social Sciences or Law.
• • Five (5) years’ experience in citizenship services or immigration programmes

Additional Information and Instructions

For all general job applications, kindly send résumés and application letters to 📧 recruitment@pica.gov.jm. If you believe you possess the above qualities and a strong desire to help the Agency fulfill its mandate, you are invited to submit your applications accompanied by detailed resume to: Director, Human Resources (Assigned) Passport Immigration & Citizenship Agency, 8 Waterloo Road, Kingston 10 ℹ️ Click Apply Now for the direct application link 🔗 Please indicate the name of the post that you are applying for in the subject line NO LATER THAN FRIDAY, May 9, 2025 @ 4:00 P.M. No hand delivered application will be accepted

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