Jobs at Church World Service

Core Job Responsibilities:

Data Management and Program Administration (45%)

• Prepares routine and ad hoc CWS RSC Africa statistical reports as needed for various CWS RSC Africa staff and implementing partners e.g. US Embassy Refugee Coordinator, UNHCR, IOM and the Resettlement Agencies.
• Prepares and automates regular sectional quality control reports to ensure data accuracy and identify training needs.
• Prepare reports designed to track CWS RSC Africa operations’ productivity for an overall improvement in efficiency.
• Works closely with IT to ensure that reports run in the most current software environment and in publishing QC reports in a user-friendly interface.
• Continually works on converting as much of the DI reporting portfolio into an automated format on Tableau.

Compliance (30%)

• Carries out annual inter-departmental process reviews and recommends improvements in quality control.
• Updates automated and ad hoc reports in line with START database schema changes and/or Policy and Program changes.
• Maintains a current understanding and keeps abreast of any updates of START or RSC Africa Standard Operating Procedures.
• Works closely with Programs staff to ensure that they have adequate reporting tools available to them to enable their departments meet RSC quality standards and adhere to USRAP processing guidelines.

Representation/Engagement (20%)

• Works closely with RPC staff on issues related to START data fixes and deployed new releases.
• Works with other programs teams when to assist with their reporting needs, as needed.
• Serves as the contact person for all inquiries directed to the Data Integrity Unit while the Data Integrity Supervisor is on leave.
• Actively works on and resolves all work order tickets raised by Programs staff.

Additional Responsibilities (5%)

• Performs any other duties assigned to improve the operations of CWS Africa.

Qualifications

Experience:

• A minimum of 5 years paid work experience required
• Good understanding (2+ years required) of databases and Tableau (or other business intelligence tools like Power BI)
• Previous experience working within the U.S. Refugee Admissions Program (USRAP) is required
• Experience using Microsoft Visual Studio 2016 in the context of SQL Server Reporting Services required.
• Previous experience working within the U.S. Refugee Admissions Program (USRAP) is required.

go to method of application »

Core Job Responsibilities:

 Leadership & Coordination

• Engage in effective team management and supervision as per CWS expectations, including: ensure policies, procedures, and culture are understood and abided by; provide clear expectations, managing performance, yearly performance evaluations, and coordinating proper use of benefits; providing coaching and corrective action plans as needed; effective communication; maintaining accurate job descriptions; ensuring a safe, healthy and professional work place; and promoting safe-space, open door, and escalation policies.
• Ensures staff are safe in the field by coordinating with the Security Risk Management Specialist and disseminating information related to staff safety in the field.
• Under the guidance of the Senior Circuit Rides & Travel Manager, contribute to strategic planning conversations to set and achieve RSC Program goals.
• Provide input on quarterly and/or annual departmental staff and work projections, which contribute to Programs annual budget.
• Identify processing gaps by regularly undertaking frontline processing activities and then work to fill the identified gaps. Provide input/ideas and apply cost saving measures to ensure program sustainability.

Data Management and Analysis

• Ensure effective workplans are created and utilized and that Case processing duties are completed effectively.
• Closely monitor the movement of cases through the entire USRAP pipeline, ensuring cases are being processed and presented according to USRAP priorities.
• Acts as the point person for staff inquiries relating to processing of cases.
• Develops reports and quality control checks that ensure accuracy and efficiency as well as their use.
• Where needed, assists in ensuring RSC circuit rides are planned, revised and updated as needed until confirmed, and staff are prepared while ensuring all functions are completed in the most operationally responsible manner.

Program Administration

• Ensures the deployment of Prescreening, USCIS Support and Cultural Orientation circuit rides.
• Ensures applicant travel arrangements are completed through collaboration with identified travel agent(s), and RSC Procurement, including travel booking, applicant document verification, and airport departure/arrival assistance.
• Ensures that travel briefing is completed for applicants prior to travel including do’s and don’ts of travel.
• Ensures vulnerable applicants including the elderly, disabled and those with health conditions are provided with required assistance
• Ensures unaccompanied minors are adequately supported and handed over to the appropriate carrier staff.
• Monitors and tracks ticketing information in coordination with the travel agent to ensure invoices submitted correspond to tickets issued.
• Ensure applicants sign relevant travel documentation (travel loan – promissory notes) and ensure these are shared/stored appropriately.
• Coordinates with IOM and Independent Panel Physicians to ensure Medicals are scheduled, completed and uploaded in START in a timely manner.
• Ensure all Correspondences received is responded to in a timely manner
• Ensures Assurances are correctly reviewed and requested in a timely manner
• Coordinates with the Circuit Ride and Travel department to ensure Travel information is correctly updated in START for them to complete booking of applicants.
• Coordinates with the Pipeline and Case Quality team to ensure that needed filters and reports are created and provides them with feedback about gaps in the system. Additionally, ensures that feedback received from the Pipeline and Case Quality team is communicated to Programs staff and required training is provided in a timely manner.
• Develop work plans and oversee their implementation and reporting for direct reports.
• Track progress towards achievement of established annual goals and objectives.
• Deploy staff and resources to ensure timely and efficient work output, in coordination with Programs
• Management.
• Actively engages in circuit ride briefings and debriefings.
• Oversees the scheduling of eligible individuals for Prescreening, USCIS support, Cultural Orientation and Medicals.
• Participates in training and on-boarding new staff.
• Maintains records of all correspondence with partners.

Compliance

• Ensures all functions strictly adhere to the DOS/BPRM, USCIS, RPC, CWS and RSC Africa policies, guidelines, and procedures
• Ensures development, implementation, dissemination, monitoring and adherence to Processing Guides for processing of refugees eligible for the US Refugee Admissions Program in sub-Saharan Africa.
• Conducts job function observations to ensure compliance is met and identifies any areas of improvement or training needs.
• Identifies and assists with regular process reviews to compare requirements vs. current processing and outputs.
• Demonstrates ability to conduct field processing and case processing activities.
• Demonstrates ability to conduct logistical and administrative activities including Cultural Orientation training both in the field and remotely.
• Travels to field locations to monitor all travel activities, conduct performance evaluations and meet with partners and vendors.
• Runs regular Quality Checks and ensures that case updates in START are properly done.

Stakeholder Engagement and Representation

• Maintains effective relationships with RSC implementing partners, including PRM, IOM, UNHCR, RPC and domestic Resettlement Agencies.
• Ensure professional, timely, and proactive communication with partners.
• Represent CWS/RSC Africa’s values and policies to staff, partners, and applicants.
• Ensure staff professionalism in all external engagements

Additional Responsibilities

• Perform other duties as assigned to enhance program quality and efficiency.

Qualifications

Experience:

• A minimum of eight (8) years’ paid work experience is required.
• A minimum of two years’ (2) direct supervisory experience in the USRAP is required.
• Experience leading teams is preferred.
• Previous experience with USRAP strongly preferred.

go to method of application »

Responsibilities

IT Service Management (45%)

• Serve as the first point of contact for clients seeking technical assistance over the phone or through the service desk system.
• Perform remote troubleshooting through diagnostic techniques and appropriate questions.
• Direct and escalate unresolved issues to the next level of support personnel.
• Record events, problems, and resolution in the service desk system while providing updates to the clients.
• Provide regular and accurate management reporting on IT Service performance to IT Support Supervisors or IT Manager.
• Prepare and set up IT equipment required by teams working in the field.
• Provide remote or onsite IT support to teams in the field (this involves travelling to remote field processing locations).
• The holder of this position must have an overview of the performance of existing IT systems and propose changes to improve systems efficiency.

Compliance (20%)

• Achieves and maintains a thorough knowledge and adherence to established RSC Africa, CWS/IRP, DOS/PRM and USCIS policies and procedures regarding the CWS Africa programs management.
• Works with the systems and network administrators in daily systems monitoring, maintenance, troubleshooting and research to provide guidance to the IT Management and to ensure systems availability.

Collaboration /Engagement (30%)

• Collaborates with and supports the sub office IT staff with their tasks and various projects.
• Working with other IT sub-units’ staff on various projects.
• Works with the IT Technical Supervisor analyzing service desk data to make inferences on training and technological needs.
• Works with the systems and network administrators in daily systems monitoring, maintenance, troubleshooting and research to provide guidance to the IT Management and to ensure systems availability.
• Plans for and delivers IT training to RSC staff in collaboration with the training unit.
• Work closely with IT staff from Partner organizations for remote field IT support.
• Work with external vendors on the installation, setup, and maintenance of Dedicated Internet Networks (DINs) and networking associated tasks in remote processing locations.
• Pass on any feedback or suggestions by customers to the internal escalation team.

Additional Responsibilities (5%)

• Performs any other duties as assigned to improve the operations of CWS Africa.
• When needed, covers the responsibilities of the other IT Specialists.

Qualifications

Experience:

• A minimum of 5 years of experience in IT.
• A minimum of 1 to 2 years' experience in managing and maintaining computer networks, preferably in a Windows-based environment required.