Current Openings at Church World Service

Primary Purpose: 

This position is responsible for ensuring quality in language interpretation of incoming and outgoing calls and written materials translation by Call Center Interpreters in RSC Africa from refugee applicants in the USRAP under the guidance of the Call Center Specialist, in accordance with the USRAP Guidelines, RSC Africa SOPs and Call Center Quality assurance guidelines in the key languages of our refugee populations.

Essential Duties: 

• Achieves and maintains high performance standard based on a thorough knowledge of and adherence to established RSC Africa, CWS/IRP, DOS/PRM, USCIS, and UNHCR policies and procedures regarding current refugee processing eligibility criteria, database, and file management guidelines, the role of US Resettlement Agencies and refugee producing country conditions.
• Oversee a high level of interpretation and translation language skill and ability for both inbound and outbound calls by the Call Center Interpreters according to conventions of established interpretation protocol.
• Assist Call Center Specialist in call interpretation monitoring for Call Center Interpreters, to ensure quality assurance and providing feedback on how to improve interpretation on calls and ensure applicant / beneficiary service satisfaction.
• Assist Call Center Specialist in written material translation monitoring for Call Center Interpreters, to ensure quality assurance and providing feedback on how to improve translation on written material and ensure applicant / beneficiary service satisfaction.
• Confirm and ascertain clear and exact translations of written materials, and interpretations of verbal communication from English to at least one of the following target languages: Somali, Congolese Kiswahili, Kinyarwanda, Kinyabwisha, Dinka, Massalit, Kinyamulenge, Kibembe, Tigrinya by the Call Center Interpreters.
• Handling calls that are escalated from Call Center Interpreters to ensure the matter is handled exhaustively and well.
• Assist Call Center Specialist with the development of interpretation Call Center scripts based on various case/call scenarios.
• Play a key role and provide input to Call Center Interpreters/Specialist on call quality and how to improve time for calls with interpretations.
• Assist with outbound calls which require interpretation based on the dashboard queue and reason for call back.
• Performs all Call Center Interpreters duties during call surges/traffic or when experiencing shortage of Call Center Interpreter staff.
• Takes a lead role in interpretation and translation related projects within the Call Center as assigned by Call Center Supervisor, Manger and Specialist including daily workflow planning, providing direction, identifying reporting parameters, setting timelines and completing quality control checks on the project.
• Assist Call Center Specialist to confirm that Call Center Interpreters have appropriate rights/access to essential folders and databases to facilitate their work.
• Assess the daily interpretation and translation Call Center unit reports and recommends work plans, pipeline reviews and clean-ups. 
• Takes the lead role in the creation of interpretation and translation daily work plans in the absence of the Specialist or as delegated.
• Assists in the development of Call Center Interpreters’ onboarding and training procedures and modules as well as assisting in their implementation as required.
• Assist the Call Center Specialist with hiring of other minor language contract interpreters for outbound calls.
• Assist Call Center Specialist with the training of CWS RSC Africa contract interpreters on tips and guides for effective call interpretation.
• Completion of daily activity logs and other documentation.
• Performs additional duties and special assignments as needed to facilitate the efficient operation of the Call Center at RSC Africa.

Qualifications: 

Experience:

• Four (4) years of paid work experience is required.
• Experience working with Interpreters is required.
• Written and verbal knowledge of at least one of the following main RSC Africa processing languages required. (Somali, Congolese Kiswahili, Kinyarwanda, Kinyabwisha, Dinka, Massalit, Kinyamulenge, Kibembe, Tigrinya).
• Two (2) years’ experience as an Interpreter preferred.
• One (1) year USRAP case processing experience is preferred. 
• Call Center work experience and knowledge preferred.
• Previous supervisory experience preferred.

Skills:  

• Demonstrated ability to provide accurate and real time interpretation. Excellent bilingual communication skills, both verbal and written.
• Proficient with use of office equipment.
• Outstanding listening, retention and note-taking skills.
• Proficient enunciation and pronunciation skills, and pleasant, professional voice.
• Proficient understanding of cultural sensitivity, and ability to collaborate with people from diverse cultural backgrounds.
• Demonstrated computer skills for Microsoft Word, Excel, PowerPoint, and Internet.

Education & Certifications: 

• Bachelor’s Degree is required, or 4 years of work experience in lieu of a bachelors degree.
• Valid certificate of accredited interpreting training, or training in interpretation services preferred.

Abilities: 

• Manage large and diverse workload under pressure with competing priorities.
• Maintain the integrity of official records;  
• Analyse and solve complex problems and make sound decisions;  
• Work with minimal supervision
• Maintain a high performance standard with attention to detail;  
• Work independently and contribute to overall operations of RSC Africa;  
• Actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP).

go to method of application »

Primary Purpose: 

This position is responsible for implementing all United States Refugee Admissions Program (USRAP) Field Processing activity at RSC Africa, ensuring that RSC Africa processing priorities and targets are met, that standard operating procedures are strictly followed, and integrity maintained throughout the process. 

Essential Duties:

• Achieves and maintains a high performance standard based on a thorough knowledge of, and adherence to, established Church World Service Resettlement Support Centre (CWS/RSC Africa), Department of State (DOS), United States Citizenship and Immigration Services (USCIS), and Refugee Processing Centre (RPC) policies and procedures regarding current refugee processing eligibility criteria, database, and file management guidelines, the role of US Resettlement Agencies and refugee producing country conditions. 
• Travels throughout Sub-Saharan Africa, as assigned, or works remotely to conduct resettlement interviews with refugee applicants, collecting biographical information and establishing refugee claims, in a dignified and professional manner. 
• Conducts the AOR Screening and Pre-screening interviews, either in person or remotely per the daily minimums set by Field Processing Management, in a non-confrontational, objective, and dignified manner. This includes: 
• Determining case composition and ensures all refugee cases are cross referenced according to established standard operating procedures. 
• Establishing the validity of an applicant’s identity through verification of all demographic and biographic information including, but not limited to, names, nationalities, birth dates, and locations of all immediate family members in order to complete the refugee case history as required. 
• Collecting all identity information including photographs, height, and weight. 
• Documenting applicant’s persecution claim. 
• Analysing, evaluating, and assessing the eligibility of refugee applicants for final adjudication by USCIS officers. 
• Prepares cases for USCIS, including reviewing physical file and START database. 
• Assists in Adjudications Circuit Rides, which includes completing post-Adjudication review, updating decisions (FTJ-R cases) and fingerprints, and preparing and distributing decision letters. 
• Runs Quality Check reports to ensure complete and accurate files, as well as identifies and correct processing errors prior to USCIS adjudication. 
• Identifies and reviews cases pending Pre-screening and USCIS interviews in preparation for scheduling, schedules the cases in START, generates reports for refugee/partner notification, ensures that the reports are centrally filed for easy retrieval, and updates START accordingly. 
• Works with other Programs departments as necessary to properly update cases. 
• Assists as needed in preparing for circuit rides. This may include but is not limited to; requisitioning supplies, assisting GSO in preparation, packing of files, contacting interpreters, clean up at the end of the circuit ride, and other tasks as assigned by the Supervisors. 
• Completes and updates all case files and all database records. 
• Writes deferrals and info memos for referring agency action, as required. 
• Conducts file reviews in accordance with RSC and USCIS guidelines, paying close attention to detail. 
• Assists in various administrative tasks including but not limited to: research, locating files, data entry, and case analysis. 
• Analyses complex cases in consultation with Supervisors in accordance with established policies and procedures, while remaining open to supervisory direction. 
• Trains new staff as required and contributes to the development of Field Processing Department training procedures and their implementation. 
• Contributes to the development and updating of standard operating procedures for the Field Processing Department in coordination with Field Processing Supervisors, Managers and Field Processing Coordinator. 
• Conducts quality control checks and provides feedback to staff completing Pre-screening interviews during circuit rides 
• Serves as a Circuit Ride Point of Contact (POC) and team lead in the field. This includes coordinating and managing logistics in the field for the circuit ride. This also involves but is not limited to; maintaining effective relations with UNHCR, IOM, USCIS, US  Embassies and other implementing partners; coordinating transport of files, equipment and supplies; ensuring equipment is well managed and utilized; hiring, supervising and paying of interpreters; completing a trip report and accounting fully for funds advanced; and maintaining thorough knowledge and adherence to Circuit Ride and Field Processing Standard Operating Procedures. 
• Undertakes other duties as assigned by CWS/RSC Africa Management.

Qualifications: 

Experience: 

• Four (4) years relevant paid work experience required.
• Supervisory experience preferred.
• Casework or previous resettlement experience is preferred. 
• Prior USRAP Field Processing experience is preferred.

Skills:

• Strong verbal and written English language skills.
• Second language is an advantage; French, Somali, Tigrinya, Amharic, Kinyarwanda or Arabic preferred. 
• Demonstrated computer skills, especially Microsoft Word, Excel, and Outlook. 
• Strong organizational and time management skills. 

Abilities:

• Manage large and diverse workload under pressure with competing priorities.
• Maintain the integrity of official records.;  
• Analyse and solve complex problems and make sound decisions.;  
• Work with minimal supervision.
• Maintain a high performance standard with attention to detail.;  
• Work independently and contribute to overall operations of RSC Africa.;  
• Actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP).
• Collaborate with peers, and management and other organizational departments in daily work execution.
• Take ownership and responsibility of own work. 
• Communicate openly and transparently with peers and management.  

Education & Certifications: 

• Bachelor’s Degree or four years of paid work experience is required.