This position is responsible for the daily supervision of the Public Information unit, managing the workload of the unit including planning of outreach activities, and external messaging for USRAP partners and beneficiaries.
Supervision
This position supervises the Public Information (PI) Specialist and PI Case Processing Assistants (CPAII’s), and reports to the Public Information Manager.
Essential Duties:
Compliance
Ensure all internal and external information materials and signage adhere to the PRM and CWS branding guidelines including branding guidelines outlined in the PRM Cooperative Agreement.
Ensure accuracy, timeliness and compliance with protocols of all out-going communication with USRAP partners.
Assist Public Information Manager in the development and implementation of standard operating procedures for Public Information, Bulk SMS, and CORE Dashboard in coordination with Africa is Talking Bulk SMS contractors, and CORE.
Assists in the identification and implementation of regular process reviews to compare requirements versus current processing and outputs.
Liaises and coordinates with RSC Africa Pretoria sub-office and Kasulu satellite office on public information materials and branding.
Data Management and Analysis
Prepare CWS Internal Monthly Public Information report and informational material distribution audit report.
Assist with PI input for quarterly PRM and PIG report, including branding compliance in all RSC Africa offices.
Work closely with staff from the Data Integrity Department to develop reports for statistical data to support informational materials, presentations and infographics as required.
Works closely with IT Software Development Supervisor to ensure Refugee website is running, and managed appropriately, including any recommended and approved updates from Processing Support Management.
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 unit is professional, timely and proactive.
Represent organizational policies and culture to staff.
Ensure the workforce is professional when representing CWS/RSC Africa to refugees, partners, the funder and colleagues.
Performance Management
Provide direct supervision and leadership to Public Information (PI) staff, including completion of yearly performance evaluations, development of job descriptions, and participation in hiring.
Assist Public Information Manager in the evaluation and identification of training needs and, development and implementation of training modules for PI staff.
Conduct coaching, mentoring, feedback and corrective action plans where necessary.
Establish performance expectations and communication, on-boarding and training.
Review and monitor team and individual progress towards unit goals.
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.
Program Administration
Oversee and manage the daily workload of PI Specialist and CPAII in the Public Information Unit. Coordinate with the Correspondence Supervisors, when the PI CPAII are assigned in Correspondence to assist.
Serve as the CORE SMS Manager, responsible for managing refugee data through TextCOREnav, deploying SMS, and monitoring dashboard activity. Work directly with Public Information CPAII staff and ensure they are well trained to handle set CORE TEXTnav messaging and campaigns.
Establish goals, objectives, targets and deadlines that allow Public Information staff compliance with PRM set objectives and indicators / Cooperative Agreement with CWS Africa.
Assist with the annual plan and strategic planning goals as communicated by Processing Support management.
Assist Public
Information Manager in coordinating PI staff travel for USRAP Outreach based on program needs.
Work with the Public Information Specialist to develop a regular communications newsletter that provides recent and relevant updates on USRAP program updates, as well as overall CWS RSC Africa updates, based on guidance provided by Processing Support Management (Public Information Manager and PS Coordinator).
Serve as the primary point of contact for Public Information (PI) and coordinate with other departments on inquiries related to respective units. Ensure the PI email protocol is updated and shared.
Manages photo and consent catalogue.
This position also undertakes other duties as assigned by CWS/RSC Africa Management.
Qualifications
Education:
Bachelor’s Degree or four (4) years of paid work experience in lieu of Bachelor’s degree required.
Experience:
Eight (8) years work experience is required.
Supervisory experience is preferred.
Experience with overseas processing or US refugee resettlement preferred.
Experience in communications and public information is preferred.
Knowledge/Skills:
Excellent computer skills, in particular Microsoft Office and Graphics software specific to Adobe Premiere.
Thorough knowledge of the US Refugee Admissions Program and WRAPS database preferred.
Strong computer skills, in particular Microsoft Excel, Word, Outlook and Access.
Excellent organizational and time management skills.
Strong verbal and written English language skills.
Abilities:
The Public Information Supervisor must have the ability to:
accurately type 40 wpm with a 96% accuracy rating
work as part of team in a multi-cultural environment;
supervise staff to ensure policies and procedures are implemented and executed in accordance with guidelines and standard operating procedures;
lead others and address issues as they arise;
exercise good judgement and seek guidance as appropriate when confronted with unanticipated problems in the field;
travel in sub-Saharan Africa on short notice and often under sometimes difficult conditions to meet demands of a dynamic operational program;
communicate effectively both verbally and in writing;
follow instructions 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;
pass the job knowledge assessments with score of 80% or higher; pass a job knowledge assessment in order to be confirmed at the end of probation;
conduct oneself in a professional and courteous manner to represent the best interests of RSC Africa and CWS;
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 RSC Africa;
take initiative in the development and completion of projects within the specified timeframe;
maintain strict confidentiality with RSC Africa administrative and operational information;
manage a large and diverse workload under pressure with competing priorities;
work well as a team in a multi-cultural environment while maintaining a high level of motivation;
effectively manage RSC Africa’s resources; and
actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP).
