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Church World Service (CWS) was founded in 1946 and is a cooperative ministry of 37 Christian denominations and communions, providing sustainable self-help, development, disaster relief, and refugee assistance around the world. The CWS mission is to eradicate hunger and poverty and to promote peace and justice at the national and international level through c...
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Level: Level 3 Manager
Grade: 10 (I)
Division: Programs
Department: Cultural Orientation
Primary Purpose
This position is responsible for overseeing United States Refugee Admissions Program (USRAP) Cultural Orientation activity for RSC Africa. This includes coordinating workflow within Cultural Orientation department 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 also provides oversight to the English Language Program (ELP) and the Interpreter Unit, including overseeing processes related to contracted interpreters, child minders, and ELP teachers at RSC Africa. The position is a member of the RSC Africa Leadership Team and Senior Programs Team.
Supervision
The position directly supervises one CO Program Manager, one English Language Program Supervisor, one Curriculum Development Specialist, and one Interpreter Supervisor. The position indirectly supervises CO Supervisors, CO Senior Trainers, CO Trainers, CO Program Assistants, and Interpreter Support Assistants.
The position reports to the RSC Africa Deputy Director.
Essential Duties
Compliance
- Ensures all Cultural Orientation activity strictly adheres to the DOS/BPRM, USCIS, RPC, CWS and RSC Africa policies, guidelines and procedures, including PRM-issued CO learning objectives/indicators.
- Ensures activity relating to hiring of contractors such as interpreters, child minders, and ELP teachers strictly adheres to the DOS/BPRM, USCIS, RPC, CWS and RSC Africa policies, guidelines and procedures.
- Oversees the development, implementation, dissemination and monitoring of standard operating procedures (SOPs), and Cultural Orientation curricula, for processing of refugees eligible for the US Refugee Admissions Program in sub-Saharan Africa.
- Leads regular departmental process reviews to compare requirements vs. current processing and outputs.
- Monitors policy changes, identifies effects of such changes on the department’s internal SOPs, workflow, and curricula, and ensures effective implementation of policy updates.
- Conducts job function observations of Cultural Orientation staff to ensure compliance is met and identifies areas of improvement or training needs.
- Oversees effective planning, coordination, execution, and monitoring of Cultural Orientation 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.
- Facilitates DNA testing for P3 applicants as needed.
Data Management and Analysis
- Ensures that all RSC Africa Cultural Orientation activities are completed in an efficient and effective manner and reflect USRAP priorities for Sub-Saharan Africa.
- Oversees the development and maintenance of departmental reports and quality control (QC) checks. Ensures reports are accurate and efficient.
- Develops annual/monthly projections to inform Programs Division priorities, with a focus on Cultural Orientation activity.
- Develops and implements department-specific pipeline analysis reports to inform workload and staffing projections, and to anticipate future workloads.
- 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.
- Establishes and maintains effective communication systems regarding data within the department and other program departments.
- Reviews and distributes departmental reports on schedule.
Representation
- Maintains effective relationships with RSC Africa/USRAP partners, including PRM, USCIS, IOM, UNHCR, RPC and domestic Resettlement Agencies.
- Ensures partner communication from the Cultural Orientation Department is professional, timely and proactive.
- Occasionally travels to field sites to meet with RSC Africa/USRAP partners and represent CWS/RSC Africa on processing or other programmatic matters.
- Champions CWS policy, procedures, and organizational culture to Programs staff, and contributes to Programs Division strategies for ensuring staff fully understand and abide by CWS policies.
- Ensures Cultural Orientation staff are professional when representing CWS/RSC Africa to refugees, partners, the funder and colleagues.
- Serves as RSC Africa’s liaison to the PRM-funded technical assistance provider on Cultural Orientation.
Performance Management
- Provides direct supervision and leadership to the Cultural Orientation Manager, ELP Supervisor, Curriculum Development Specialist, and Interpreter Supervisor, including yearly performance evaluations, monitoring professional development, and coordinating leave.
- Oversees the development and implementation of training modules for Cultural Orientation staff, in coordination with Programs Management, and ensures that staff receive all necessary training on different aspects of refugee processing.
- Oversees that QCs are being conducted and feedback is being provided to staff and/or other departments.
- Ensures coaching, mentoring, feedback and corrective action plans are being carried out across the department.
- Ensures establishment of performance expectations and communication, on-boarding and training.
- Develops departmental performance management systems, in coordination with Programs Management, that support consistency in work outputs.
- Maintains accurate and current job descriptions for the Cultural Orientation Department.
Staff Care
- Ensures a safe, healthy and professional work environment.
- Oversees the process of ensuring staff’s well-being while in the field.
- Ensures direct reports are accessing and using their benefits appropriately including leave.
- 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.
Program Administration
- Develops annual plans for Cultural Orientation, ELP, and Interpreter Unit and closely monitors and tracks progress towards achievements of established annual goals and objectives.
- Determines annual departmental staff modelling, and quarterly travel projections, which contribute to Programs annual budget.
- Coordinates the deployment of Cultural Orientation staff and resources to ensure timely flow of cases, in coordination with Programs Management.
- Manages Programs Division inputs to human resources activities for all Cultural Orientation staff, including hiring, evaluations, leave management, and disciplinary actions.
- Oversees the use of the budget as it relates to Cultural Orientation and Interpreter activity, and monitors effective and appropriate use of resources across the department. This includes oversight of the budget/invoice process for IOM payments covered by CWS/RSC Africa.
- 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
- Valid U.S. passport is required
Education:
- Bachelor’s Degree in a related field required.
- Master’s Degree preferred.
Experience:
- Ten (10) years’ work experience is required.
- Five (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 working at a domestic resettlement agency or on an overseas cultural orientation program is 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 preferred.
- 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 CO Coordinator must have the ability to:
- work independently, and manage a large and diverse workload under pressure with competing priorities;
- maintain high performance standards with attention to detail;
- work as a team member in a multi-cultural environment and represent CWS and RSC Africa as a member of senior management;
-
travel in Sub-Saharan Africa on short notice under sometimes difficult conditions
-
conduct oneself in a professional and courteous manner at all times to represent the professional and institutional interests of the Church World Service and the Resettlement Support Center Africa;
-
communicate effectively both verbally and in writing;
-
follow instructions from the Supervisor 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/IRP;
-
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;
- manage a large and diverse workload under pressure with competing priorities;
- analyze and solve complex problems and make sound decisions;
- 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 sitting, standing, walking, handling objects (manual dexterity), using fine finger movements and lifting/carrying light loads.
Environmental: Incumbents in this position will be exposed to marked changes in temperature and/or humidity, dust and infectious diseases and harsh weather climates.
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
US citizenship is required. Background check which includes references and an educational criminal check is required before the start of employment. A valid passport and the ability to maintain a valid 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 occasionally 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 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.
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Grade: 4 (N)
Level: Associate Specialist
Division: Administration
Unit: Program Integrity
Primary Purpose
This position is responsible for assisting the Director and Program Integrity Specialist to ensure all United States Refugee Admissions Program (USRAP) processing is free from fraud and malfeasance, by assisting with the delivery of trainings to staff and contractors on the Program Integrity Guidelines, ethics, and fraud prevention and providing support to investigations and data collection.
Supervision
This positions reports to the Program Integrity Specialist.
Essential Duties
- Works closely with the Director and Program Integrity Specialist to ensure that the United States Refugee Admissions Program (USRAP) Program Integrity Guidelines are implemented, adhered to, and reported appropriately.
- Assists in the preparation of and ensures the quality of data for quarterly and annual reporting.
- Supports the development of improved ways to collect and manage Program Integrity Guidelines compliance data.
- Provides basic investigations support to include but not be limited to transcribing notes, handling and filing sensitive documents, conducting interviews, gathering technical information and documents relevant to investigations, and investigations follow-up under the authorization of the Director.
- Monitor and track fraud reporting mechanisms as necessary.
- Under the supervision of the Program Integrity Specialist, assists in the drafting and editing of investigations and closure reports in collaboration with the Director.
- With the guidance of the Director and Program Integrity Specialist, seeks the technical expertise and assistance of various units to support investigations.
- Updates RSC Africa databases per compliance with the United States Refugee Admissions Program (USRAP) Program Integrity Guidelines.
- Assists the Program Integrity Specialist with the planning, execution, and support of monitoring and observation Circuit Rides (CR).
- Helps to develop resources for use by CWS RSC staff to improve annual Ethics & Fraud Prevention trainings.
- With guidance from the Director and Program Integrity Specialist, provides training to Contract Interpreters in sub-Sahara Africa.
- Liaises with relevant Programs and Administration management (Africa Regional Deployment Unit, Cultural Orientation, Field Processing, Library Team, Processing Support, sub and satellite offices) and supervisory staff to ensure the fulfilment of organizational requirements per trainings and compliance.
- Provides administrative support of the Fraud and Ethics Committee.
- Maintains a current knowledge of the USRAP.
- Travels periodically to field locations throughout sub-Saharan Africa.
- Performs other duties that may be assigned by the Program Integrity Specialist to enhance the efficiency and efficacy of the operation.
Qualifications
Education:
Bachelor’s Degree or four (4) years of experience in lieu of a Bachelor’s Degree is required
Experience:
- Two (2) years of paid work experience is required
- Monitoring and evaluation experience is required.
- Previous US Refugee Admissions Program experience preferred.
- Administrative investigations experience preferred.
- Compliance data collection and reporting experience preferred.
Knowledge/Skills:
- Attention to detail.
- Excellent organizational and time management skills.
- Strong verbal and written English language skills.
- Demonstrated IT skills, including experience using MS office, and reporting software.
- Strong self-motivation and initiative skills.
- Thorough knowledge of US Refugee Admissions Program, WRAPS and Reports Manager preferred.
Abilities:
The Program Integrity Assistant must have the ability to:
- Assist in the coordination of multiple sets of deliverables with varying timelines and competing priorities;
- Maintain a high performance standard with attention to detail;
- Work effectively in a high-paced environment;
- Exercise good judgment and seek guidance as appropriate when confronted with unanticipated challenges;
- Effectively carry out work in, sometimes, austere environments;
- Follow instructions from the supervisor with a positive, receptive, and collaborative attitude;
- Carry out all of the duties of the position efficiently and effectively with minimal supervision;
- Communicate effectively both verbally and in writing;
- Maintain a diplomatic, professional manner at all times;
- Work well in settings with diverse colleagues;
- Conduct oneself in a professional and courteous manner to represent the best interests of RSC Africa and CWS/IRP.
- Travel throughout sub-Saharan Africa;
- Maintain strict confidentiality with RSC Africa administrative and operational information
Working Conditions
Physical: This position requires bending, squatting, 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
Certificate of Good conduct issued within the last one year (12 months) is required before the start of employment. 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 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 required.
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.
Program Planning and Management
Organize work and/or plan projects and ensure timely completion and/or successful implementation. Examples of skills and behaviors include identifying and analyzing program options; identifying the tasks and deliverables required for successful completion; managing one’s time; monitoring the resources involved and ensuring that they are directed most effectively; and working with all involved to ensure successful completion.
Leadership
Guide and direct oneself or other individuals and groups toward a desired outcome. Examples of skills and behaviors include taking the appropriate level of initiative to resolve problems or remove obstacles, bringing individuals together around a common goal; evaluating information and making decisions; navigating conflict and obstacles; and ensuring that communication takes place between all parties involved.
Resource Building and Stewardship
Balance the acquisition or investment of organization resources with responsible use of those resources in line with the organization’s mission. Examples of skills and behaviors include taking advantage of all opportunities to cultivate potential donors; evaluating situations to identify the best use of resources; and making responsible investments of resources that increase organization effectiveness.
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Grade: 8 (I)
Level: Level 1 Manager
Division: Programs
Department: Field Processing
Primary Purpose
This position is responsible for overseeing all United States Refugee Admissions Program (USRAP) Field Processing activity at RSC Africa. This includes managing workflow within the Pre-screening and Adjudications teams 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.
Supervision
This position supervises Senior Caseworkers and Caseworkers.
This position reports to a Field Processing Manager.
Essential Duties
Compliance
- 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.
- 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 SOP is up to date and adhered to.
- Demonstrates ability to conduct field processing activities including pre-screening, AOR screening, visa interviews and adjudications functions.
- Conducts job function observations of field processing staff to ensure compliance is met and identify any areas of improvement or training needs.
- Identifies and assists with regular process reviews to compare requirements vs. current processing and outputs.
- Travels to field locations to monitor processing, conduct performance evaluations and meet with partners and vendors.
- Facilitates DNA testing for P3 applicants as needed.
Data Management and Analysis
- Ensures 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.
- Closely monitor the movement of cases through the Pre-USCIS pipeline, ensuring cases are being processed and presented according to USRAP priorities.
- Acts as the point person for staff inquiries relating to processing a case.
- Develops reports and quality control checks that ensure accuracy and efficiency as well as their use.
- Establishes effective communication systems regarding data and ensures reports are accurate and efficient.
- Assists with annual plan and strategic planning goals as communicated by the Field Processing Coordinator.
Representation
- Develops and maintains effective relationships with RSC implementing partners, including PRM, USCIS, IOM, UNHCR, RPC and domestic Resettlement Agencies.
- Leads circuit rides and ensures all logistics are effective and are meeting the goals of the planned circuit ride.
- Ensures partner communication from the department is professional, timely and proactive.
- Represents organizational policies and culture to staff.
- Ensures the workforce is professional when representing CWS/RSC Africa to refugees, partners, the funder and colleagues.
Performance Management
- Provides direct supervision and leadership to Field Processing staff, including yearly performance evaluations, developing job descriptions, participating in hiring and coordinating leave.
- Develops and implement training modules for Field Processing staff, in coordination with the Training unit, and ensure that staff receive cross training on different aspects of refugee processing, and that they are monitored and evaluated.
- Trains Senior Caseworks and Caseworkers on their essential job duites.
- Ensures that QCs are being conducted and feedback is being provided to staff and/or other departments.
- Ensures coaching, mentoring, feedback and corrective action plans are being carried out where needed.
- Ensures establishment of performance expectations and communication, on-boarding and training.
- Develops performance management systems that support consistency in work outputs.
- Evaluates and assesses training needs of Field Processing and takes the lead in organizing and providing trainings on a regular basis.
- Monitors staff time and attendance.
Staff Care
- Monitors and ensure a safe, healthy and professional work environment.
- Ensures direct reports are accessing and using their benefits appropriately including leave.
- Actively support staff by promoting safe space, open-door and the escalation policy.
- Establish and communicate clear expectations to staff to foster a predictable and consistent work environment.
- Ensures staff are safe in the field by coordinating with the RSC Staff Security Coordinator and disseminating information related to safety to staff in the field.
Program Administration
- Ensures the deployment of Field Processing staff and resources to ensure timely flow of cases, in coordination with Programs Management.
This position also undertakes other duties as assigned by CWS/RSC Africa Management.
Qualifications
Education:
- Bachelor’s degree in a related field is required.
- Significant work experience in a related field will be considered in the place of education requirements.
- Master’s Degree is preferred.
Experience:
- Five (5) years USRAP experience is desirable.
- One (1) year supervisory experience is required.
Knowledge/Skills:
- Thorough knowledge of the US Refugee Admissions Program and WRAPS database.
- Strong verbal and written English language skills.
- Demonstrated computer skills, especially Microsoft Word, Excel, Outlook and Access.
- Excellent organizational and time management skills.
- Meticulous attention to detail.
Abilities:
The Field Processing Supervisor must have the ability to:
-
supervise field staff to ensure policies and procedures are implemented and executed in accordance with guidelines and standard operating procedures;
-
travel as needed in sub-Saharan Africa on short notice and often under difficult conditions to meet demands of a dynamic operational program;
-
pass a job knowledge assessment in order to be confirmed at the end of probation;
-
maintain a job knowledge assessment score of 80% or higher, demonstrated through semi-annual assessments;
-
accurately type 40 WPM at 96% accuracy;
-
maintain a high performance standard with attention to detail, completing tasks within set timeframes;
-
communicate effectively both verbally and in writing;
- follow instructions from the Supervisor with a positive and receptive attitude;
- exercise good judgement and seek guidance as appropriate when confronted with unanticipated problems;
- 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/IRP;
- 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 CWS RSC Africa;
- take initiative in the development and completion of multiple projects at the same time;
- lead others and address issues as they arise;
- maintain strict confidentiality with CWS RSC Africa administrative and operational information;
- manage a large and diverse workload under pressure with competing priorities;
- analyse and solve complex problems and make sound decisions;
- work well as a team in a multi-cultural environment while maintaining a high level of motivation
- effectively manage RSC Africa’s resources;
- manage leave forms, cash advances and report expenses accurately;
- actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP) in Africa;
- be flexible with changing of daily duties as needed.
Working Conditions
Physical: This position requires bending, squatting, 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 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 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.
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Grade: 8 (N)
Level: Level 1 Manager
Division: Programs
Department: Field Processing
Primary Purpose
This position is responsible for overseeing all United States Refugee Admissions Program (USRAP) Field Processing activity at RSC Africa. This includes managing workflow within the Pre-screening and Adjudications teams 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.
Supervision
This position supervises Senior Caseworkers and Caseworkers.
This position reports to a Field Processing Manager.
Essential Duties
Compliance
- 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.
- 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 SOP is up to date and adhered to.
- Demonstrates ability to conduct field processing activities including pre-screening, AOR screening, visa interviews and adjudications functions.
- Conducts job function observations of field processing staff to ensure compliance is met and identify any areas of improvement or training needs.
- Identifies and assists with regular process reviews to compare requirements vs. current processing and outputs.
- Travels to field locations to monitor processing, conduct performance evaluations and meet with partners and vendors.
Data Management and Analysis
- Ensures 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.
- Closely monitor the movement of cases through the Pre-USCIS pipeline, ensuring cases are being processed and presented according to USRAP priorities.
- Acts as the point person for staff inquiries relating to processing a case.
- Develops reports and quality control checks that ensure accuracy and efficiency as well as their use.
- Establishes effective communication systems regarding data and ensures reports are accurate and efficient.
- Assists with annual plan and strategic planning goals as communicated by the Field Processing Coordinator.
Representation
- Develops and maintains effective relationships with RSC implementing partners, including PRM, USCIS, IOM, UNHCR, RPC and domestic Resettlement Agencies.
- Leads circuit rides and ensures all logistics are effective and are meeting the goals of the planned circuit ride.
- Ensures partner communication from the department is professional, timely and proactive.
- Represents organizational policies and culture to staff.
- Ensures the workforce is professional when representing CWS/RSC Africa to refugees, partners, the funder and colleagues.
Performance Management
- Provides direct supervision and leadership to Field Processing staff, including yearly performance evaluations, developing job descriptions, participating in hiring and coordinating leave.
- Develops and implement training modules for Field Processing staff, in coordination with the Training unit, and ensure that staff receive cross training on different aspects of refugee processing, and that they are monitored and evaluated.
- Trains Senior Caseworks and Caseworkers on their essential job duites.
- Ensures that QCs are being conducted and feedback is being provided to staff and/or other departments.
- Ensures coaching, mentoring, feedback and corrective action plans are being carried out where needed.
- Ensures establishment of performance expectations and communication, on-boarding and training.
- Develops performance management systems that support consistency in work outputs.
- Evaluates and assesses training needs of Field Processing and takes the lead in organizing and providing trainings on a regular basis.
- Monitors staff time and attendance.
Staff Care
- Monitors and ensure a safe, healthy and professional work environment.
- Ensures direct reports are accessing and using their benefits appropriately including leave.
- Actively support staff by promoting safe space, open-door and the escalation policy.
- Establish and communicate clear expectations to staff to foster a predictable and consistent work environment.
- Ensures staff are safe in the field by coordinating with the RSC Staff Security Coordinator and disseminating information related to safety to staff in the field.
Program Administration
- Ensures the deployment of Field Processing staff and resources to ensure timely flow of cases, in coordination with Programs Management.
This position also undertakes other duties as assigned by CWS/RSC Africa Management.
Qualifications
Education:
- Bachelor’s degree in a related field is required.
- Significant work experience in a related field will be considered in the place of education requirements. Master’s Degree is preferred.
Experience:
- Five (5) years USRAP experience is desirable.
- One (1) year supervisory experience is required.
Knowledge/Skills:
- Thorough knowledge of the US Refugee Admissions Program and WRAPS database.
- Strong verbal and written English language skills.
- Demonstrated computer skills, especially Microsoft Word, Excel, Outlook and Access.
- Excellent organizational and time management skills.
- Meticulous attention to detail.
Abilities:
The Field Processing Supervisor must have the ability to:
- supervise field staff to ensure policies and procedures are implemented and executed in accordance with guidelines and standard operating procedures;
- travel as needed in sub-Saharan Africa on short notice and often under difficult conditions to meet demands of a dynamic operational program;
- pass a job knowledge assessment in order to be confirmed at the end of probation;
- maintain a job knowledge assessment score of 80% or higher, demonstrated through semi-annual assessments;
- accurately type 40 WPM at 96% accuracy;
- maintain a high performance standard with attention to detail, completing tasks within set timeframes;
- communicate effectively both verbally and in writing;
- follow instructions from the Supervisor with a positive and receptive attitude;
- exercise good judgement and seek guidance as appropriate when confronted with unanticipated problems;
- 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/IRP;
- 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 CWS RSC Africa;
- take initiative in the development and completion of multiple projects at the same time;
- lead others and address issues as they arise;
- maintain strict confidentiality with CWS RSC Africa administrative and operational information;
- manage a large and diverse workload under pressure with competing priorities;
- analyse and solve complex problems and make sound decisions;
- work well as a team in a multi-cultural environment while maintaining a high level of motivation
- effectively manage RSC Africa’s resources;
- manage leave forms, cash advances and report expenses accurately;
- actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP) in Africa;
- be flexible with changing of daily duties as needed.
Working Conditions
Physical: This position requires bending, squatting, 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
Certificate of Good Conduct issued within the last one year (12 months) is required before the start of employment. A valid passport and the ability to maintain a valid 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 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 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.
Method of Application
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