• Provides direct supervision and leadership to the Program Processing Supervisors, Program Processing Associates as may be needed, including yearly performance evaluations, developing job descriptions, participating in hiring and coordinating leave.
• Develops and implements training modules for staff, in coordination with Learning and Development and ensures that staff receive cross training on different aspects of refugee processing, and that they are monitored and evaluated.
• Ensure that QCs are being conducted and feedback is being provided to staff.
• Ensure coaching, mentoring, feedback and corrective action plans are being carried out where needed.
• Ensure establishment of performance expectations and communication, on-boarding and training
• Monitor staff time and attendance.
• Monitor and ensure a safe, healthy and professional work environment.
• Ensure direct reports access and use their benefits appropriately, including leave.
• Ensure staff are safe in the field by coordinating with the RSC Staff Security and disseminating information related to safety to staff in the field.
• Provide input on quarterly and/or annual Learning and Development staff and work projections, which contribute to Programs annual budget.
• Determine and apply cost saving measures to ensure program sustainability.
• Support RSC Management to analyze assessment results for future training plans.

Compliance

• Ensures all CO training functions strictly adhere to the PRM, RPC, CWS and RSC Africa policies, guidelines and procedures.
• Ensures development, implementation, dissemination, monitoring and adherence of standard operating procedures (SOPs) for cultural orientation.
• Conducts job function observations of Program Processing Associates to ensure compliance is met and identifies any areas of improvement or training needs.
• Conduct and participates in regular process reviews to provide feedback and to monitor quality vis a vis output.
• Report on departmental compliance and achievements to required internal and external stakeholders.

Program Administration

• Develop digital presentations and supports Program Processing Associates in conducting processing including cultural orientation using online and other remote learning modules.
• Assists in preparation of the budget and modifications.
• Obtains circuit ride related costs from partners and reviews budgets and invoices for accuracy.
• Develops and updates Standard Operating Procedures related to circuit ride preparation to enhance consistency and coordination.
• Assists in organizing the hiring and training of program staff.
• Maintains records of all correspondence with partners

Data Management and Analysis

• Closely monitors the movement of cases through the RSC Africa refugee pipeline, and ensures cases are processed according to the PRM Cooperative Agreement and prepares required statistics reports.
• Acts as the point person for staff inquiries related to the processing stages.
• Develops and implements department specific pipeline analysis to inform workload projections and staffing and to anticipate future workloads in coordination with the relevant Senior Managers.
• Manage reports and quality control checks that ensure accuracy and efficiency.
• Ensures annual plan and strategic plan goals are met.
• Reviews RSC Africa trip reports and follows up on identified issues.

Representation/Engagement

• Develops and maintains effective relationships with RSC implementing partners, including PRM, USCIS, IOM, UNHCR, RPC and domestic Resettlement Agencies.
• Ensure the staff is professional when representing CWS/RSC Africa to refugees, partners, the funder and colleagues.
• Ensure partner communication from the department is professional, timely and proactive.
• Represent organizational policies and culture to staff.

Additional roles and responsibilities
Other duties that may be assigned to enhance the quality and efficiency of U.S. Refugee Admissions Program (USRAP) to attain set objectives and maintain high professional standards of RSC Africa. Execute special projects and other duties as assigned by CWS/RSC Africa Leadership.

Qualifications

Experience:

• A minimum of Eight (8) years paid work experience managing complex projects.
• A minimum of Two (2) years of direct supervisory experience is required.
• A minimum of Three years US refugee resettlement experience is required.
• Previous program management experience preferred
• Previous experience conducting training or presentations preferred.

Skills:

• Thorough knowledge of the US Refugee Admissions Program (USRAP).
• Excellent English writing skills and clear communication style.
• Excellent organizational and time management skills.
• Excellent computer skills, in particular Microsoft Office.

Education & Certifications:

• Bachelor’s Degree or additional four (4) years of paid work experience in lieu of a Bachelor’s Degree required

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Primary Purpose

This position is responsible for creating and delivering START engagement activities, and assists with training efforts for new hires and existing staff.

The START Engagement Specialist works closely with the RSC Africa START team and all Programs Departments.

Responsibilities

Core Job Responsibilities:

Compliance (35%)

• Maintains a current understanding of the US Refugee Admissions Program guidelines, START functionality, START SOPs, and START training materials.
• Ensure START engagement activities and internal START messaging adhere to the START branding guidelines and align with current SOPs.
• Communicates processing updates and trains staff on the highlighted changes.

Representation (5%)

• Serves as a back-up for the Senior Case Quality Specialist.
• Develops and maintains effective relationships with the Refugee Processing Center (RPC).
• Ensures communication to RPC is professional, timely and proactive.

Program Administration (35%)

• Designs and leads internal START demonstrations and training sessions.
• Creates materials to inform staff of updates to the START system, remind staff of existing START functionality, and engage staff with START.
• Brainstorms new ways to keep staff aware and interested in using START and engaged with new START functionality.
• Supports START orientation and training for new staff.
• Manages START access records for all programs staff with granted START access.
• Create START dashboards for START users to conduct quality checks.
• Create START dashboards for supervisors and managers to monitor cases.

Data Management and Analysis (20%)

• Participates in START user-acceptance testing and simulation activities.
• Monitors user-adoption through surveys and adjusts engagement plans accordingly.

Additional roles and responsibilities (5%)

This position also performs other duties that may be assigned by CWS RSC Africa Management to enhance the efficiency and efficacy of the operation.

Qualifications

Experience:

• A minimum of Five (5) years paid working experience required.
• Experience working in START is required.
• Proficiency working with Canva, or an equivalent software, is required.
• Broad knowledge of USRAP processing in START is required.
• Proven ability to communicate professionally with external stakeholders is required.
• Prior case or field processing experience required
• Training experience is preferred.

Skills:

• Advanced computer knowledge, specifically with MS Office (Excel, Access, Outlook, Word, PowerPoint).
• Experience using Tableau is a plus.
• Strong English communication skills, both oral and written.

Education & Certifications:

• Bachelor’s degree, or four (4) years paid work experience in lieu of a bachelor's degree