Careers at Church World Service

Primary Purpose

This position is responsible for ensuring quality processing of cases through the Pipeline, to facilitate effective out processing. This includes developing reports and other tools for effective case Quality Checks (QC), including advising on, training, and monitoring the use of such tools; proposing solutions and enacting improvements to identified issues; conducting pipeline analysis and case management exercises; and liaising with Data Integrity unit to ensure that an accurate understanding of processing and SOPs is reflected in the way reports are built and used. This position works closely with Program Supervisors, Managers, and Senior managers, as well as with training staff to ensure case quality throughout processing. Contracting for this position is subject to budgeting approval. 

Key Relationships

Internal to CWS

Senior Program Manager of two Pods under their coverage area

• In- and Out-Processing Managers
• Projects Manager – Pipeline
• Data Integrity unit
• Programs Supervisors
• Learning & Development staff at regional level and Training staff at country level
• Case Quality Specialists and START staff across country offices
• Regional START team
• Departure and Travel Projections Specialists

External

• UNHCR
• IOM

RPC

Working Environment

• Office and/work from home environment.
• Periodic travel to the field as may be required

Responsibilities

Leadership and Management (15%)

• Provide input in strategic planning conversations to achieve RSC Program goals.
• Work closely with Supervisors and Managers within their assigned location-based team(s) to complete and manage clean-up and other projects. In the process of doing so: ensure policies, procedures, and culture are understood and abided by; provide clear expectations; contribute to performance management by providing line managers with feedback for follow up; provide coaching as needed for the technical areas overseen; maintain effective communication; contribute to a safe and professional workplace; and promote safe-space, open door, and escalation policies.
• Identify processing gaps by undertaking frontline processing activities.
• Provide input and apply cost saving measures to ensure program sustainability.   

Program Administration (20%)

• Advise on work plans, their implementation and reporting for clean-up and other projects, in coordination with relevant staff’s supervisors and managers.  
• Propose solutions and track progress towards their implementation, including the achievement of established annual and quarterly goals and objectives. 
• Advise Programs Supervisors and Managers on the staff, resources, and work output needed to effectively implement improvements.
• Recommends to Program Management training for staff based on pipeline review.
• Collaborates with Data Integrity and START teams to create reports and filters to ensure accuracy and efficiently in processing
• Trains and manages programs staff in best case quality management practices.

Representation (10%)

• Acts as a liaison between programs teams, Data Integrity, RSC START team and RPC (as appropriate and under the direction of the START Managers) to improve case processing efficiency.
• Ensures partner communication from the department – including when representing CWS/RSC Africa to refugees, partners, PRM, and colleagues – is professional, timely and accurate.
• Represents organizational policies and culture to staff. 

Compliance (20%)

• Reports any identified areas of significant compliance risk for the RSC Africa program.
• Ensure all refugee case processing functions within the team strictly adhere to the DOS/BPRM, USCIS, RPC, CWS and RSC Africa policies, guidelines and procedures.
• Provide input on effects of external policy updates on the department’s internal SOPs and workflow and implement changes due to these updates, including maintaining high level expertise on all changes made to START.
• Ensure timely and accurate reporting of suspected fraud, malfeasance, and data breaches.
• Conducts regular quality review meetings with Programs leadership to provide updates on common errors and quality improvements being implemented.
• Performs detailed and recorded quality checks of cases to ensure they are up to RSC and RPC standards and adhere to processing guidelines.

Data Management and Analysis (30%)

• Prepares case quality reports in coordination with Program Supervisors and Managers for Senior Program Managers and the Regional team (including the Associate Directors of RSC Program, and the Strategic Planning and Compliance teams) at the end of each quarter.
• Produces statistical reports to understand the level of quality in the processing of cases and to facilitate improvements.
• Participates in at least one circuit ride per year, and regularly shadows case processing teams to stay up to date on processing requirements and to keep track of the case quality progress and identify areas for process improvement.
• Works with Data Integrity and IT to enhance the case quality management process making full use of modern applications to make the process efficient, accurate, and timely
• Prepares ad hoc PRM report requests within stipulated timeline.
• Identifies gaps and develops quality control reports that ensures case management for the RSC pipeline in coordination with Programs supervisors and Data Integrity.
• Drives impactful and effective pipeline management through proactive and clear communication on identified issues.
• Monitors programs processing timelines using appropriate tools and techniques and collaborates with the Departure and Travel Projections Specialists to keep the Projections Calculator (owned by the Strategic Planning team) continuously up to date.
• Leads regular meetings with program managers to discuss processing timelines and trends.

Additional roles and responsibilities (5%)

• Any other duties as assigned.

Qualifications

Experience:

• Six (6) years of paid work experience is required.
• One (1) year of technical experience with the START database – including expert knowledge of filters and pipeline management – is required.
• One (1) year supervisory experience is preferred.
• Experience leading teams is preferred.
• Previous experience with USRAP preferred.

 Skills:

• 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.
• Advanced computer knowledge, specifically with MS Access, MS Outlook, MS Excel and other statistical analysis programs.
• Strong English communication skills, both oral and written.

Education & Certifications:

• Bachelor’s Degree in a related field required, or four (4) years of paid work experience in lieu of a Bachelor’s Degree required.  

Abilities:

• Supervise staff to ensure policies and procedures are implemented and executed in accordance with guidelines and standard operating procedures;
• Maintain a high performance standard with attention to detail, completing tasks within set timeframes;
• 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;
• 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;
• Work independently and contribute to overall operations of RSC Africa; 
• Be flexible with changing of daily duties as needed;
• Actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP). 

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Primary Purpose

This position is responsible for the effective planning of all Circuit Ride Activity within their designated Pod. This includes overseeing and monitoring the work of the CR Specialists and ensuring effective coordination with partners. This position is also responsible for ensuring the effective use of interpreters and childminders. In coordination with the regional Interpreter & Childminder Unit the position is responsible for increasing and maintaining the pool of trained interpreters and childminders and maintaining quality standards in their proper use. In addition, the position oversees the recruitment and training of interpreters and child minders in the assigned locations and ensures effective use of the Contractor Management Database.

Key Relationships

Internal to CWS

• Associate Director of RSC Program (ESA or GLWCA)
• Senior Program Manager of their Pod
• Senior Manager, Circuit Rides
• Senior Manager, Projections & Pipeline
• Interpreter & Childminder Regional team
• In-Processing and Out-Processing Managers
• Scheduling Supervisor

External

• UNHCR staff in relevant countries
• IOM staff in relevant countries
• Other NGOs (HIAS and Refuge Point)

Working Environment

• Office and/work from home environment.
• Periodic travel to the field as may be required.

Responsibilities

Leadership and Management (20%)

• 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 and professional work place; and promoting safe-space, open door, and escalation policies.
• Under the guidance of the Senior Program Manager and CR Support & Case Quality 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.

Program Administration (25%)

• Develop work plans and oversee their implementation and reporting for direct reports.
• Ensure effective planning of RSC Africa circuit rides within the designated locations in coordination with the Circuit Ride Support & Case Quality Manager and the Senior Program Manager, including creation of matrices in line with agreed staffing and processing expectations, partner communication throughout the planning process, and appropriate use of interpreters and childminders.
• 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. 
• Provide input and/or coordinate effective circuit rides by working closely with other units within assigned teams and understanding the full scope and context of the operating locations.

Representation (15%)

• Maintain effective relationships with RSC Africa/USRAP partners, including PRM, USCIS, IOM, UNHCR, RPC and domestic Resettlement Agencies. Ensure staff are professional when representing CWS/RSC Africa to refugees, partners, PRM, colleagues, interpreters, and childminders.
• Ensure partner communication is professional, timely and proactive, especially by guiding and monitoring the communication from the CR Specialists through Preliminary Coordination Announcements, Confirmation Memos, and coordination meetings, among other touchpoints.
• Travel to field sites to meet with USRAP partners and represent CWS/RSC Africa on processing or other programmatic matters relating to CR planning, Interpreter, and Childminder issues, including serving as a back-up Programs representative on Joint Assessment missions to identify and/or re-assess worksite and accommodation options when needed.

Compliance (15%)

• Report any identified areas of significant compliance risk for the RSC Africa program, paying special attention to the hiring, management, and use of interpreters and childminders.
• Ensure all functions within the team strictly adhere to DOS/BPRM, USCIS, RPC, CWS and RSC Africa policies, guidelines and procedures.
• Provide input on effects of external policy updates on the department’s internal SOPs and workflow and implement changes due to these updates.
• Ensure timely and accurate reporting of suspected fraud, malfeasance, and data breaches.
• Participate in regular process reviews for functions within the team to compare requirements vs. current practice and implement changes as needed.  
• Conduct QCs and job function observations of staff to ensure compliance is met and identify areas of improvement or training needs. 

Data Management and Analysis (20%)

• Ensure RSC processing activities and deployments 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 USRAP pipeline, ensuring cases in the area of responsibility are being processed and presented according to USRAP priorities.  
• Inform the Regional Interpreter & Childminder Unit of feedback that may require the review and updating of payments, contracts, application or training materials, and support in the follow-up of such updates as appropriate.
• Maintain knowledge of cost-of-living information per processing country to inform review of interpreter and childminder payments, through regular engagement with partner staff and by utilizing all resources to maintain contextual knowledge (trip reports, joint assessment reports, etc).
• Analyse interpreter and childminder needs in the designated locations and provide projections / information that informs the decision of where interpreter and childminder recruitment and training will be completed.

Additional roles and responsibilities (5%)

• US passport holders may be required to facilitate DNA collection.
• Any other duties as assigned.

Qualifications

Experience:

• Six (6) years of paid work experience is required.
• One (1) year supervisory experience required.
• Experience working as an interpreter – or with interpreters – is preferred.
• Experience leading teams is preferred.
• Previous experience with USRAP preferred. 

Skills:

• 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.
• Advanced computer knowledge, specifically with MS Access, MS Outlook, MS Excel and other statistical analysis programs.
• Strong English communication skills, both oral and written.

Education & Certifications:

• Bachelor’s Degree in a related field required, or four (4) years of paid work experience in lieu of a Bachelor’s Degree required. 

Abilities:

• Supervise staff to ensure policies and procedures are implemented and executed in accordance with guidelines and standard operating procedures;
• Maintain a high performance standard with attention to detail, completing tasks within set timeframes;
• 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;
• 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;
• Work independently and contribute to overall operations of RSC Africa; 
• Be flexible with changing of daily duties as needed;
• Actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP).