Processing Support Manager (I) 162 views0 applications

Job Title: Processing Support Manager (I)

Grade: 9

Level: Level 2 Manager

Salary: $51,731 Annually

Division: Programs

Department: Processing Support

CWS RSC Africa
The Resettlement Support Center (CWS RSC Africa) operates a US refugee resettlement program in sub-Saharan Africa through a Cooperative Agreement with the Department of State/Bureau of Population, Refugees and Migration. CWS RSC Africa is responsible for the preparation of refugee case files for adjudication by US Citizenship and Immigration Services (USCIS) officers, as well as the out-processing and cultural orientation of all approved cases. CWS RSC Africa is administered by the Church World Service Immigration Refugee Program (CWS/IRP) and is based in Nairobi, Kenya, with a sub-office in Pretoria, South Africa.

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.

To Apply:
Please click the below link to apply directly online to this position.
https://rscafrica.applicantstack.com/x/detail/a2d9enf9bdox?preview=1

This position is open to 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 the non-field based USRAP processing support activities for RSC Africa. This position provides key management support to the Processing Support department and directly oversees the Correspondence unit, Interpreter unit, and Family Reunification staff.

The position will work closely with Programs Management to ensure all staff are compliant with regularly changing policies and procedures.

Supervision

The position reports directly to the Processing Support Coordinator.

The position directly supervises the Correspondence Supervisor, Interpreter Supervisor, Family Reunification Specialist and Case Processing Assistants II assigned to Family Reunification.

Essential Duties

Compliance

1. Maintain a thorough knowledge of case processing guidelines, the US Refugee Admissions Program and country conditions throughout the Sub-Saharan African region.
2. Ensure unit processing activities are in strict adherence to established RSC Africa, CWS/IRP, PRM, USCIS and UNHCR policies and procedures regarding eligibility, processing, treatment of records and confidentiality.
3. Ensure development, implementation, dissemination and monitoring of accurate standard operating procedures for Correspondence, Interpreter & Child-minders Services, and Family Reunification in coordination with the unit Supervisors, Family Reunification Specialist, and Program Management.
4. Maintain accurate standard operating procedures for Bulk SMS and CORE Dashboard Manual in coordination with Africa is Talking Bulk SMS contractors, and CORE.
5. Conducts regular process reviews to compare requirements versus the current processing and outputs.

Data Management and Analysis

1. Acts as the point person for staff inquiries relating to processing a case.
2. Develops and implement department specific pipeline analysis to inform workload projections and staffing and to anticipate future workloads.
3. Ensures quality checks reports are implemented for all Processing Support functions.
4. Manages reports and quality control checks that ensure accuracy and efficiency as well as their use.
5. Establishes effective communication systems regarding data and ensures reports are accurate and efficient.
6. Ensures annual plan and strategic planning goals are met as communicated by the Processing Support Coordinator.
7. Ensure unit specific Internal Monthly Reports are reviewed and submitted in a timely manner.
8. Assist Processing Support Coordinator in the review and updating the PRM Quarterly Report on Correspondence, Interpreter and Family Reunification aspects.
9. Coordinate with unit Supervsiors, Specialist, and Data Integrity to ensure that all appropriate reports are functional and updated regularly and in line with USRAP, USCIS, RPC, and RSC standard guidelines.

Representation

1. Develops and maintains effective relationships with RSC implementing partners, including PRM, USCIS, IOM, UNHCR, RPC and domestic Resettlement Agencies.
2. Ensures partner communication from the department is professional, timely and proactive. Oversee approval of all Congressional inquiries and provide response guidance to complex cases.
3. Represents organizational policies and culture to staff.
4. Ensures the workforce is professional when representing CWS/RSC Africa to refugees, partners, the funder and colleagues.

Performance Management

1. Provides direct supervision and leadership to the direct reports, including yearly performance evaluations, developing job descriptions, participating in hiring and coordinating leave.
2. Indirectly supervises Correspondence unit, Interpreter unit, and Family Reunification staff and ensure staff performs within agreed upon output and quality parameters.
3. Develops and implement training modules for Correspondence, Interpreter units and Family Reunification team, 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.
4. Ensures that quality checks (QCs) are being conducted and feedback is being provided to staff and/or other departments.
5. Ensures coaching, mentoring, feedback and corrective action plans are being carried out where needed.
6. Ensures establishment of performance expectations and communication, on-boarding and training.
7. Develops performance management systems that support consistency in work outputs.
8. Evaluates and assesses training needs of Correspondence, Interpreter, and Family Reunification and takes the lead in organizing and providing trainings on a regular basis.
9. Monitors staff time and attendance.

Staff Care

1. Monitors and ensure a safe, healthy and professional work environment.
2. Ensures direct reports are accessing and using their benefits appropriately including leave.
3. Actively support staff by promoting safe space, open-door and the escalation policy.
4. Establish and communicate clear expectations to staff to foster a predictable and consistent work environment.
5. 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

1. Serve as the CORE SMS Monitoring and Evaluation (M&E) Manager in charge of collecting and analyzing TextCOREnav data to provide feedback and SMS campaign evaluation.
2. Serve as the primary point of contact for Operations mailbox and coordinate with other departments on inquiries related to respective units. Server as secondary point of contact for Correspondence and Interpreter unit mailboxes in the absence of the Supervsiors.
3. In coordination with the Correspondence Supervisor, Interpreter Supervisor and Family Reunification Specialist, oversees the above units to ensure that priorities are in line with PRM and USCIS guidelines.
4. Ensure coordination with RSC Logistics team for all Interpreter Training and Monitoring circuit ride (CR) including monthly projections of the CRs.

Qualifications

Education:

Bachelor’s Degree or four (4) years of paid work experience in lieu of a Bachelor’s degree is required.

Certificate in Project Management is preferred.

Experience:

• Eight (8) years of paid work experience is required.
• Three (3) years of direct supervisory experience is required.
• Experience in Communication and managing contractors is preferred.
• Minimum of two (2) years work experience at RSC Africa is preferred.

Knowledge/Skills:

• Excellent organizational and time management skills.
• Good project management skills.
• Proficiency with MS Office (Excel, PowerPoint, Word, Access, Outlook).
• Thorough knowledge and comprehensive understanding of the Worldwide Refugee Admissions Processing System (WRAPS) database, Interpreter Management Systems, and Operations Policies and Procedures.

Abilities:

The Processing Support Manager must have the ability to:

• take initiative in formulating training plans;
• travel occasionally, sometimes at short notice;
• communicate effectively both verbally and in writing;
• follow instructions from the Processing Support Coordinator 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 CWS 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 projects;
• 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 CWS RSC Africa’s resources
• actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP).

Working Conditions

Physical: This position requires sitting, handling objects (manual dexterity) and using fine finger movements.

Environmental: Normal office working conditions.

Special Requirements

Background check which includes references 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 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

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 light loads up to 25 kgs.

Environmental: Incumbents in this position will be exposed to travel to remote locations.

Special Requirements: Certificate of Good Conduct 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 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.