This position is responsible for the management of the Correspondence and Public Information unit, and manages internal and external communication activites. This position ensures the timeliness and accuracy of all RSC Africa communications with stakeholders. This includes tasks such as managing responses to inquiries, developing public information campaigns, facilitating official visitors to RSC Africa, implementing internal communication, and ensuring USRAP informational materails (for both partners and USRAP applicants) are standardized and in line with PRM branding requirments.
Supervision
The position directly supervises the Correspondence Supervisor, and the Public Information Supervisor, and reports directly to the Processing Support Coordinator.
Essential Duties
Compliance
Maintain a thorough knowledge of case processing guidelines, the US Refugee Admissions Program and country conditions throughout Sub-Saharan Africa.
Ensure unit processing activities are in strict adherence to DOS/BPRM, USCIS, RPC, CWS and RSC Africa policies, guidelines and procedures.
Ensure development, implementation, dissemination and monitoring of accurate standard operating procedures for Correspondence and Public Information in coordination with the unit Supervisors, and Program Management.
Coordinate with unit Supervisors to ensure the fileserver are standardized and organized, while rights mapping is adhered to as per the PS fileserver mapping.
Data Management and Analysis
Develop and implement department specific pipeline analysis to inform budget projections, workload projections, staffing and to anticipate future workloads.
Ensure quality checks reports are implemented for Correspondence unit and statistical reports for Public Information materials are accurate.
Manage reports and quality control checks to ensure use, accuracy and efficiency.
Establish effective communication systems regarding data for Correspondence and Public Information.
Review and approval all presentations and information materials for RSC Africa senior management as well as requested PRM Refugee Coordinator, Assistant Refugee Coordinator and Refugee Specialist, as created by the Public Information unit.
Representation
Develop and maintain effective relationships with RSC implementing partners, including PRM, USCIS, IOM, UNHCR, RPC and domestic Resettlement Agencies.
Ensure partner communication from the Public Information is professional, timely and proactive. Oversee approval of all Congressional inquiries and provide response guidance to complex cases.
Represent organizational policies and culture to staff.
Ensure the workforce is professional when representing CWS/RSC Africa to refugees, partners, the funder and colleagues.
Participate and represent RSC Africa in Partners Community Based Protection (CBPs) to identify possible USRAP Outreach opportunities and collaboration with other other implementing partners.
Performance Management
Provide direct supervision and leadership to direct reports, including completion of yearly performance evaluations, development of job descriptions and, participation in hiring.
Indirectly supervise Correspondence and Public Information unit staff and ensure staff perform within agreed upon output and quality parameters.
Evaluate and assess training needs of Correspondence and Public Information units and lead in organizing and providing trainings on a regular basis.
Develop and implement training modules for Correspondence and Public Information staff, in coordination with the Training unit/ unit Supervisors, and ensure that staff receive cross training, monitoring and evaluation on different aspects of refugee processing.
Manage and monitor staff time, attendance and leave, and complete timesheets in a timely manner.
Staff Care
Monitor and ensure a safe, healthy and professional work environment.
Ensure direct reports are accessing and using their benefits appropriately including leave.
Actively support staff by promoting the safe space, open-door and escalation policy.
Establish and communicate clear expectations to staff to foster a predictable and consistent work environment.
Ensure 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
Act as the point person for staff inquiries relating to processing a case.
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.
Serve as the secondary point of contact for Refugee, Deferral, Partner Inquiries, and Public Information mailboxes in the absence of the unit Supervisors. Ensure inquiries related to other departments within these mailboxes are shared or coordinated appropriately.
Assist the PS Coordinator and Senior Management develop and implement a comprehensive communications plan to support organizational objectives related to program delivery, branding and organizational development.
Ensure email protocol for Protection and Operation mailboxes are updated and shared as appropriate.
Travel to locations throughout Sub-Saharan Africa to conduct monitoring of processing support activities, as needed.
This position also undertakes other duties as assigned by CWS/RSC Africa Management.
Qualifications
Education:
Bachelor’s Degree or 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 communications and public information is preferred.
Minimum of 2 years work experience at RSC Africa or US refugee resettlement is preferred.
Previous experience living and/or working in a developing country preferred.
Knowledge/Skills:
Excellent organizational and time management skills.
Good project management skills.
Excellent computer skills, in particular Microsoft Office and Graphics software specific to Adobe Premiere.
Thorough knowledge and comprehensive understanding of the Worldwide Refugee Admissions Processing System (WRAPS) database, USRAP Policies and Procedures.
Abilities:
The Public Information 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).
