Field Processing Coordinator (International) at Church World Service

JOB DESCRIPTION

Grade:10 (I)

Level:Level 3 Manager

Division:Programs

Department:Field Processing

Primary Purpose

This position is responsible for overseeing all United States Refugee Admissions Program (USRAP) Pre-screening, Adjudications and all circuit ride logistical activity at RSC Africa. This includes coordinating workflow and collaborating with other program departments. This position ensures that RSC Africa processing priorities and targets are met and that standard operating procedures are strictly followed. The position is a member of the RSC Africa Leadership Team and Senior Programs Team.

Supervision

This position supervises four Field Processing Managers and indirectly supervises Field Processing Supervisors, Senior Caseworkers and Caseworkers.

This position reports to the RSC Africa Deputy Director.

Essential Duties

Compliance

1. Ensures all refugee case processing functions within the Field Processing Department strictly adhere to the DOS/BPRM, USCIS, RPC, CWS and RSC Africa policies, guidelines and procedures.
2. Oversees the 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.
3. Leads regular departmental process reviews to compare requirements vs. current processing and outputs.
4. Monitors policy changes, identifies effects of such changes on the department’s internal SOPs and workflow, and ensures effective implementation of policy updates.
5. Conducts job function observations of Field Processing staff to ensure compliance is met and identifies areas of improvement or training needs.
6. Oversees effective planning, coordination, execution, and monitoring of Field Processing Circuit Rides (CR), including timely communication to external and internal partners, updating of CR reports and tools (partners report and CR portal), and timely dissemination of trip reports.
7. Facilitates DNA testing for P3 applicants as needed.

 

Data Management and Analysis

1. Ensures that all RSC Africa Field Processing activities are completed in an efficient and effective manner and reflect USRAP priorities for Sub-Saharan Africa.
2. Oversees the development and maintenance of departmental reports and quality control (QC) checks.
3. Develops annual/monthly projections to inform Programs Division priorities, with a focus on Field Processing Department activity.
4. Develops and implements department-specific pipeline analysis reports to inform workload and staffing projections, and to anticipate future workloads.
5. Coordinates with other Programs departments, as needed, to efficiently allocate staff resources; and collaborates with other Programs departments for improved processing efficiency across the division.
6. Establishes and maintains effective communication systems regarding data within the department and other program departments.
7. Reviews and distributes departmental reports on schedule.

 

Representation

1. Maintains effective relationships with RSC Africa/USRAP partners, including PRM, USCIS, IOM, UNHCR, RPC and domestic Resettlement Agencies.
2. Ensures partner communication from the Field Processing Department is professional, timely and proactive.
3. Occasionally travels to field sites to meet with RSC Africa/USRAP partners and represent CWS/RSC Africa on processing or other programmatic matters.
4. Champions CWS policy, procedures, and organizational culture to Programs staff, and contribute to Programs Division strategies for ensuring staff fully understand and abide by CWS policies.
5. Ensures Field Processing staff are professional when representing CWS/RSC Africa to refugees, partners, the funder and colleagues.

Performance Management

1. Provides direct supervision and leadership to the Field Processing Managers, including yearly performance evaluations, monitoring professional development, and coordinating leave.
2. Oversees the development and implementation of training modules for Field Processing staff, in coordination with Programs Management, and ensures that staff receive all necessary training on different aspects of refugee processing.
3. Oversees that QCs are being conducted and feedback is being provided to staff and/or other departments.
4. Ensures coaching, mentoring, feedback and corrective action plans are being carried out across the department.
5. Ensures establishment of performance expectations and communication, on-boarding and training.
6. Develops departmental performance management systems, in coordination with Programs Management, that support consistency in work outputs.
7. Maintains accurate and current job descriptions for the Field Processing Department.

Staff Care

1. Ensures a safe, healthy and professional work environment.
2. Oversees the process of ensuring staff’s well-being while in the field.
3. Ensures direct reports are accessing and using their benefits appropriately including leave.
4. Actively supports staff by promoting safe space, open-door and the escalation policy.
5. Establishes and communicates clear expectations to staff to foster a predictable and consistent work environment.

Program Administration

1. Develops annual plans for Field Processing and closely monitors and tracks progress towards achievements of established annual goals and objectives.
2. Determines annual departmental staff modelling, and quarterly travel projections, which contribute to Programs annual budget.
3. Coordinates the deployment of Field Processing staff and resources to ensure timely flow of cases, in coordination with Programs Management.
4. Manages Programs Division inputs to human resources activities for all Field Processing staff, including hiring, evaluations, leave management, and disciplinary actions.
5. Oversees the use of the budget as it relates to Field Processing and monitors effective and appropriate use of resources across the department.
6. Ensures effective circuit ride coordination with logistics, finance, and security including travel projections, site clearances, security updates, news from the field, expense reports and financial management.

This position also undertakes other duties as assigned by CWS/RSC Africa Management.

Qualifications

Education:

• Bachelor’s Degree in a related field required.
• Master’s Degree preferred.

Experience:

• 10 years’ work experience is required.
• 5 years of direct supervisory experience with responsibility for hiring, evaluating performance, administering corrective action and directing day to day work is required.
• Demonstrated management experience with a refugee serving/processing agency(s) preferred.
• Previous experience at an RSC preferred.

 

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 Field Processing Coordinator must have the ability to.

• obtain a US visa to attend meetings and/or conferences in the US as needed;
• work and make decisions independently and contribute to overall operations at management levels;
• exercise good judgement and seek guidance as appropriate when confronted with unanticipated problems in the field;
• travel in sub-Saharan Africa on short notice and often under sometimes difficult conditions to meet demands of a dynamic operational program;
• communicate effectively both verbally and in writing;
• develop professional and cordial relationships with partners;
• 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;
• 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.

 

The US Embassy rates Kenya as both HIGH in crime and HIGH in terrorism. Incumbents should fully understand the insecurities present within Kenya and the region.

 

Special Requirements: Background check which includes references and an educational criminal 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 travel extensively 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 RSC Africa. Employee will be entrusted with the receipt, custody and payment of money.

Licensing/Certification: None

Competencies

Communication

Ensure effective exchangesofinformationwith others. Examples of skillsandbehaviorsinclude speaking to othersrespectfully;expressing ideas ina logical,organizedway;sharinginformationappropriately; and clarityand conciseness inwrittencommunication.

Relationships

Ensure constructive andsupportive interactionswith others.Examples ofskillsandbehaviorsinclude beingpositive andsupportive when workingwith others; sharinginformation andresourcesfreely; resolvingconflict constructively;and proactivelyworking toremove obstaclesto successfor others.

Job Knowledge

Utilize and applyjobrelatedknowledge tocompletejobtasksat a level that meetsorexceeds expectations. Examples ofskillsandbehaviors include utilizingjobknowledgeto solve problemsordevelopnew approaches;maintainingorenhancingskills throughcontinuing education;andtakingon projectsthat will develop or enhance skills.

Teamwork

Workeffectivelyand contributeas amemberofateam. Examples of skillsandbehaviorsinclude supportingother team membersby sharinginformation; covering theworkofothersduringabsences, vacationsetc.; and activelyparticipatingin developingideasforways to increaseteam effectiveness.

Problem Solving

Analyze information anddevelopsolutions to challengesthat arise during thecourse ofperformingajob. Examplesofskillsand behaviorsinclude researchingandcollecting facts;defining theissues and theparties affected;formulatingoptions/solutionsforaddressing theproblem; andengendering support forandimplementing the solution.

Operational Leadership

Successfully lead a group toachieve operationalgoals. Examples of skillsandbehaviorsinclude prioritysetting;timelydecision making; planningand organizing; delegation; andmanagingandmeasuring work.

Building and Leading Effective Teams

Earn therespect ofteammembers, create strongmorale andspirit on theteam and utilize theuniqueskillsofallteammembers. Examples ofskillsandbehaviorsinclude managingdiverserelationships; flexibility;beingopenand receptive;runningeffective team meetings; and exhibitingintegrityand trustworthiness.

Strategic Leadership

Accuratelyanticipatefutureconsequences andtrends andtranslate them intothefulfillment ofworkable strategiesandplans. Examples of skillsandbehaviorsinclude problemsolving; dealingwith ambiguity, creativity;innovation management and businessacumen.