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Attachment B: FY 2025 Resettlement Support Center (RSC) Objectives and Indicators Table Template In addition to the standardized indicators below, applicants are required to propose at least one additional outcome-based indicator for each of the four objectives below. Of the four or more additional indicators, one indicator per year must be related to a) cultural orientation, b) scheduling and coordinating medicals, c) coordinating departures with the International Organization for Migration (IOM), and d) reviewing, adapting, and/or streamlining case processing business processes to maximize RSC efficiency. Applicants may include additional objectives and indicators if they choose. In addition, the Bureau of Population, Refugees, and Migration (PRM) reserves the right to add or change indicators in consultation with applicants during final negotiations prior to award of the cooperative agreement. Please note, RSCs should make significant progress on ending outside of system processes, wherever possible, and report on their progress in quarterly reports.
Objective #1: RSC completes processing for refugee applicants in accordance with U.S. Refugee Admissions Program (USRAP) guidelines and the cooperative agreement.
| Indicator |
| Type |
| Target (annual) |
| Baseline |
| How measured/ documented/collected |
| Progress (to be reported quarterly in program reports) |
| 1.1: Percent of target number of refugee applicants pre-screened (using telephone, video, or in-person pre-screening as necessary) |
| Output |
| 90% |
| [RSC specific] |
| START and Tableau reports |
| 1.2: Percent of refugee applicants with Assurance requested within Service Level Agreement (SLA) once ready for Assurance |
| Output |
| 50% |
RSC Objectives and Indicators Quarterly Tableau Report
| 1.3: Percent of refugee applicants with travel requested within SLA once Ready for Departure |
| Output |
| 75% |
RSC Objectives and Indicators Quarterly Tableau Report
| 1.4: Percent of RSC-owned Action Items completed within relevant SLA timelines (see appendix of specific action items and SLAs) |
| Output |
| 60% |
| [RSC specific] |
| RSC Objectives and Indicators Quarterly Tableau Report |
| 1.5: RSC passes quality control checks performed by PRM/Refugee Processing Center (RPC) staff on RSC cases to verify the RSC is following USRAP START processing guidance and has not deviated from this guidance without formally documented approval from PRM as required in RSC local Standard Operating Procedures (SOPs) |
| Outcome |
| 100% |
| [RSC specific] |
| RPC START Usage Monitoring Report Results |
Objective #2: RSC maintains program integrity and protects against fraud and malfeasance, in accordance with the PRM Integrity and Compliance Guide.
| 2.1: RSC staff and refugee applicants aware of fraud reporting channels |
| Outcome |
| 100% |
| [RSC specific] |
| Posting of literature, applicant, and staff surveys |
| 2.2: RSC staff demonstrate active use of the fraud reporting inbox |
| Output |
| 100% |
| [RSC specific] |
| Fraud reported to Program Officers compared to alleged fraud received through inbox/reporting channels |
| 2.3: RSC staff engage in quarterly anti-fraud meeting with partners |
| Output |
| 100% |
| [RSC specific] |
| Meeting notes from RefCoord communicated to Program Officers |
| 2.4: RSC demonstrate that they are following current National Institute of Standards and Technology (NIST) standard for cybersecurity |
| Output |
| 85% adherence to RSC’s remediation plan (which is approved by PRM/RPC) |
Documented progress toward resolving Plan of Action and Milestones (POA&MS) provided to RPC
| 2.5: RSC Integrity and Compliance Staff, including management, review possible breaches and malfeasance, and take appropriate next steps |
| Outcome |
| 100% |
| [RSC Specific] |
| Acknowledgement and review of SPLUNK report, RSC has capability to prevent breaches with compliance measures such as line of sight monitoring, etc. |
2.6: RSC communicates to all applicants that the program is free of charge and that fraud should be reported Comment by O'Connor, Margaret R: To make this an outcome indicator, could we say percent of applicants who report understanding the program is free of charge and that fraud should be reported?
I don't know if/how often RSCs survey applicants on this, but that would be a way to see if the messaging they have in place is working. @Kitterman, Ian M
| Outcome |
| 100% of surveyed applicants report understanding that the program is free of charge and how to report fraud |
All official communications, email signatures, and auto-replies reflect this language
Objective #3: RSC management provides oversight and support to maintain a trained and knowledgeable workforce.
| 3.1: RSC staff receive on-boarding training, and specialized training on updated guidance/new requirements throughout the year, to achieve USRAP objectives |
| Output |
| 100% |
| [RSC specific] |
| Training completion reports |
Quarterly summary from System Solution Champion on actions taken to ensure RSC colleagues are tracking new guidance/processing changes
| 3.2: RSC staff able to demonstrate knowledge required to fulfil their job |
| Outcome |
| 100% |
| [RSC specific] |
| RSC quality check results |
START Knowledge Usage Reports provided by RPC
3.3: RSC staff demonstrate efficient workload management practices, use START system tools where possible and conduct RSC-led trainings to equip staff
| Outcome |
| 100% |
| [RSC specific] |
RPC quality checks Training Survey Results SSC Meeting Reports
Objective #4: RSC maintains professional and respectful services, environment, and communications with refugee applicants.
| 4.1: Refugee applicant inquiries receive response within two weeks |
| Output |
| 75% |
| [RSC specific] |
| RSC logs, reports |
| 4.2: Refugee applicants report satisfaction with quality of interactions with RSC |
| Outcome |
| 85% |
| [RSC specific] |
| Refugee applicant surveys |
Appendix: SLA Timelines
| RSC Owned Action Item with Status |
| SLA in Days |
| New Derivative Under 5 Years - Additional Applicant Data Collection |
| 120 |
| Case Group Counseling - Not Started |
| 30 |
| Contact Applicant - Applicant Counseling Required |
| 90 |
| Contact Applicant - Applicant Signature or Photo Required |
| 90 |
| Manual Case QC - In Progress |
| 10 |
| All RSC owned Action Items with a status of Not Started |
| 5 |
| Contact Applicant - Collect/Update US Tie |
| 30 |
| Contact Applicant - Other Contact Required |
| 30 |
| Contact Applicant - Updated Case History Required |
| 90 |
| Contact Applicant - Updated Contact/Address Information Required |
| 30 |
| Decision/Closure Letter Distribution - Not Started |
| 30 |
| Additional Scanning - Not Started |
| 15 |
