Case Processing Manager at Church World Service

Level: Level 2 Manager

Grade: 9 (I)

Division: Programs

Department: Case Processing

Benefits

CWS Global and RSC Africa offer a total compensation package. The total compensation package includes a housing stipend, company life insurance, comprehensive health insurance, vision coverage, a non-participatory 5% retirement contribution, 22 vacation days a year, 3 personal days per calendar year, 1 day of sick leave per month, AD&D insurance, Bereavement leave, Employee Assistance Program (EAP), and optional dental coverage.

EEOC

Church World Service does not discriminate on the basis of race, color, national origin, sex, sexual orientation, religion, age, disability, or veteran status in employment or the provision of services.
Due to the volume of applications that we receive, only those individuals shortlisted will be contacted.

This position is open to only international applicants.
Please note CWS RSC Africa does not accept resumes for positions that are not posted. All applicants are required to submit their resume using the on-line applicant tracking system.

Eligibility List

The eligibility list established as a result of this job posting will be used for a minimum of six months or until the list is exhausted. This list will be used to fill any current and immediate future vacancies. Individuals who are interested in this position should submit their application materials now.

Communication

Please note CWS RSC Africa uses e-mail for all recruitment contacts. Please be sure to check your e-mail regularly.

Application Materials

Your application materials should clearly indicate how you meet the requirements of the position. Be sure your resume is in an easy to read format. Dates of employment on your resume should be in mm/yy format.

Primary Purpose

This position manages sections of the non-field based USRAP processing activities for RSC Africa. This includes overseeing processing in Case Intake, Scheduling, Namechecks, USCIS Admin, Medicals and Assurances and Travel Processing. This position works closely with the other Case Processing Managers, Case Processing Coordinator, Processing Support Coordinator, Field Processing Coordinator, Cultural Orientation Coordinator, Circuit Ride Specialist, Training Manager, Data Integrity Manager and RSC Africa Deputy Director.

Supervision

This position oversees two Case Processing units and directly supervises two Case Processing Supervisors. The position also indirectly supervises Senior Case Processing Assistants, Case Processing Assistant IIs and Case Processing Assistants.

This position reports directly to the Case Processing Coordinator.

Essential Duties

Compliance

• Oversees sections of non-field based processing functions to ensure integrity and strict adherence to the DOS/BPRM, USCIS, RPC, CWS and RSC Africa policies, guidelines and procedures.
• Ensures development, implementation, dissemination and monitoring of standard operating procedures (SOPs) for processing of refugees eligible for the US Refugee Admissions Program in sub-Saharan Africa and specifically ensures their designated SOPs are up-to-date and adhered to.
• Ensures development and consistent use of workload, quality checks and output reports.
• Establishes systems to ensure that there is consistency in processing, communication with partners and feedback within the department.
• Identifies process reviews that need to be carried out and coordinates with the Training unit.
• Carries out periodic manager level quality checks of WRAPS data and physical files.
• Establishes monitoring systems and ensures that they are used consistently to ensure compliance.

Data Management and Analysis

• Develops unit specific data analysis reports to inform workload projections, anticipate future workload, and plans resources accordingly.
• Monitors turnaround time for WRAPS clearances to effectively identify bottlenecks, backlogs and clean-ups to ensure that cases are processed in an efficient and timely manner.
• Coordinates with Data Integrity to ensure that all appropriate reports are prepared and distributed in a timely manner.
• Reviews and distributes unit specific reports as agreed upon internally and externally.
• Acts as the point person for staff inquiries relating to processing a case.
• Participates in strategic planning and development of Case Processing annual plans.
• Drafts travel packet and departure projections.

Representation

• Develops and maintains effective relationships with RSC implementing partners, including PRM, USCIS, IOM, UNHCR, RPC and domestic Resettlement Agencies.
• Monitors RSC Africa group mailboxes and communication with partners to ensure that it is professional, timely and proactive.
• Represents CWS RSC Africa at meetings with implementing partners including UNHCR, IOM Medicals and IOM Operations as necessary.
• Occasionally travels to field sites to meet with UNHCR, IOM or other partners to represent CWS RSC Africa on processing or other operational matters.
• Takes the lead in periodic calls with RPC.

Performance Management

• Provides direct supervision and leadership to the Case Processing Supervisors, including probationary, quarterly and yearly performance evaluations.
• Reviews probationary, quarterly and yearly performance reviews carried out by Supervisors, before submission to management.
• Oversees the development and implementation of training modules for new Case Processing staff.
• Develops performance management systems that ensure that QCs are being conducted and feedback is being provided to staff and/or other departments in a timely manner.
• Reviews data and QC reports to identify training needs and facilitates training and coaching.
• Ensures that training, coaching, mentoring, feedback and corrective action plans are being carried out in the units.

Staff Care

• Monitors and ensures a safe, healthy and professional work environment.
• Actively supports staff by promoting safe space, open-door and the escalation policy.
• Establishes and communicates clear expectations to staff to foster a predictable and consistent work environment.
• Ensures that reasonable working resources are availed to staff in the unit.
• Monitors time and attendance records for supervisors.
• Ensure direct reports are accessing and using their benefits appropriately including leave.

Program Administration

• Participates in development of job descriptions and takes the hiring manager role for SCPA, CPA II and CPA positions.
• Ensures that positions are staffed as budgeted.
• Coordinates some tasks on behalf of the other Case Processing Managers during times of absence.
• Other duties as assigned by CWS/RSC Africa Management.

Qualifications

Education:

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

Experience:

• Eight (8) years of paid work experience is required.
• Three (3) years of direct supervisory experience is required.
• Minimum two (2) years work experience at RSC Africa required.

Knowledge/Skills:

• Thorough knowledge and comprehensive understanding of the US Refugee Admissions Program and WRAPS database
• Detailed knowledge of case processing SOPs and the role of WRAPS in case processing
• Advanced computer knowledge, specifically with MS Access, MS Outlook, MS Excel and other statistical analysis programs
• Strong English communication skills, both oral and written.
• Strong analytical skills and excellent report-generation skills with the ability to understand, process and document information for a variety of audiences
• Strong supervisory skills and understanding of performance management systems
• Excellent organizational and time management skills

Abilities:

The Case Processing Manager must have the ability to:

• identify problems and come up with resolutions to improve processing operations;
• take initiative in formulating training plans;
• supervise staff to ensure policies and procedures are implemented and executed in accordance with guidelines and standard operating procedures;
• communicate effectively both verbally and in writing;
• follow instructions with a positive and receptive attitude;
• deal effectively and courteously with a large number of associates, outside agencies, refugees and members of the general public;
• conduct oneself in a professional and courteous manner to represent the best interests of RSC Africa and CWS;
• maintain a high performance standard with attention to detail;
• carry out all of the duties of the position efficiently and effectively with minimal supervision;
• work independently and contribute to overall operations of RSC Africa;
• take initiative in the development and completion of projects within the specified timeframe;
• maintain strict confidentiality with RSC Africa administrative and operational information;
• manage a large and diverse workload under pressure with competing priorities;
• work well as a team in a multi-cultural environment while maintaining a high level of motivation;
• effectively manage RSC Africa’s resources; and
• actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP).

Working Conditions

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.

Special Requirements: Background check is required before the start of employment. A valid U.S. passport and the ability to maintain a valid U.S. passport throughout the entire appointment is required, which includes having enough passport pages for travel. The candidate should be of good health, willing and able to occasionally travel in often difficult conditions, and have a high degree of flexibility. Must be legally eligible to work and obtain a work permit in Kenya. Must have proof of Yellow Fever vaccination before traveling for CWS RSC Africa. Employee will be entrusted with the receipt, custody and payment of money.

Licensing/Certification: None

Competencies

Communication

Ensure effective exchanges of information with others. Examples of skills and behaviors include speaking to others respectfully; expressing ideas in a logical, organized way; sharing information appropriately; and clarity and conciseness in written communication.

Relationships

Ensure constructive and supportive interactions with others. Examples of skills and behaviors include being positive and supportive when working with others; sharing information and resources freely; resolving conflict constructively; and proactively working to remove obstacles to success for others.

Job Knowledge

Utilize and apply job related knowledge to complete job tasks at a level that meets or exceeds expectations. Examples of skills and behaviors include utilizing job knowledge to solve problems or develop new approaches; maintaining or enhancing skills through continuing education; and taking on projects that will develop or enhance skills.

Teamwork

Work effectively and contribute as a member of a team. Examples of skills and behaviors include supporting other team members by sharing information; covering the work of others during absences, vacations etc.; and actively participating in developing ideas for ways to increase team effectiveness.

Problem Solving

Analyze information and develop solutions to challenges that arise during the course of performing a job. Examples of skills and behaviors include researching and collecting facts; defining the issues and the parties affected; formulating options/solutions for addressing the problem; and engendering support for and implementing the solution.

Operational Leadership

Successfully lead a group to achieve operational goals. Examples of skills and behaviors include priority setting; timely decision making; planning and organizing; delegation; and managing and measuring work.

Building and Leading Effective Teams

Earn the respect of team members, create strong morale and spirit on the team and utilize the unique skills of all team members. Examples of skills and behaviors include managing diverse relationships; flexibility; being open and receptive; running effective team meetings; and exhibiting integrity and trustworthiness.

Strategic Leadership

Accurately anticipate future consequences and trends and translate them into the fulfillment of workable strategies and plans. Examples of skills and behaviors include problem solving; dealing with ambiguity, creativity; innovation management and business acumen.