This position is responsible for overseeing the non-field based United States Refugee Admissions Program (USRAP) processing activities for RSC Africa.
This includes coordinating workflow within Case Processing department and collaborating with other program departments.
This position ensures that RSC Africa processing priorities and targets are met and that standard operating procedures are strictly followed.
The position is a member of the RSC Africa Leadership Team and Senior Programs Team.
Supervision
This position directly supervises three Case Processing Managers and indirectly supervises Case Processing Supervisors, Senior Case Processing Assistants, and Case Processing Assistants.
This position reports to the RSC Africa Deputy Director.
Essential Duties
Compliance
Ensures all refugee case processing functions within the Case Processing Department strictly adhere to the DOS/BPRM, USCIS, RPC, CWS and RSC Africa policies, guidelines and procedures.
Oversees the development, implementation, dissemination and monitoring of standard operating procedures (SOPs) for processing of refugees eligible for the US Refugee Admissions Program in sub-Saharan Africa.
Leads regular departmental process reviews to compare requirements vs. current processing and outputs.
Monitors policy changes, identifies effects of such changes on the department’s internal SOPs and workflow, and ensures effective implementation of policy updates.
Conducts job function observations of case processing staff to ensure compliance is met and identifies areas of improvement or training needs.
Oversees effective planning, coordination, execution, and monitoring of Case Processing Circuit Rides (CR), including timely communication to external and internal partners, updating of CR reports and tools (partners report and CR portal), and timely dissemination of trip reports.
Data Management and Analysis
Ensures that all RSC Africa Case Processing activities are completed in an efficient and effective manner and reflect USRAP priorities for Sub-Saharan Africa.
Oversees the development and maintenance of departmental reports and quality control (QC) checks. Ensure reports are accurate and efficient.
Develops annual/monthly projections, including RSC Africa arrival projections, to inform Programs Division priorities, with a focus on Case Processing Department activity.
Develops and implements department-specific pipeline analysis reports to inform workload and staffing projections, and to anticipate future workloads.
Coordinates with other Programs departments, as needed, to efficiently allocate staff resources; and collaborates with other Programs departments for improved processing efficiency across the division.
Establish and maintain effective communication systems to share relevant data within the department, across all Programs departments, and with partners.
Reviews and distributes departmental reports on schedule.
Representation
Maintains effective relationships with RSC Africa/USRAP partners, including PRM, USCIS, IOM, UNHCR, RPC and domestic Resettlement Agencies.
Ensures partner communication from the Case Processing Department is professional, timely and proactive.
Occasionally travels to field sites to meet with RSC Africa/USRAP partners and represent CWS/RSC Africa on processing or other programmatic matters.
Champions CWS policy, procedures, and organizational culture to Programs staff, and contribute to Programs Division strategies for ensuring staff fully understand and abide by CWS policies.
Ensures Case Processing staff are professional when representing CWS/RSC Africa to refugees, partners, the funder and colleagues.
Performance Management
Provide direct supervision and leadership to the Case Processing Managers, including yearly performance evaluations, monitoring professional development, and coordinating leave.
Oversees the development and implementation of training modules for Case Processing staff, in coordination with Programs Management, and ensures that staff receive all necessary training on different aspects of refugee processing.
Oversee that QCs are being conducted and feedback is being provided to staff and/or other departments.
Ensure coaching, mentoring, feedback and corrective action plans are being carried out across the department.
Ensure establishment of performance expectations and communication, on-boarding and training.
Develop departmental performance management systems, in coordination with Programs Management, that support consistency in work outputs.
Maintain
accurate and current job descriptions for the Case Processing Department.
Staff Care
Ensure a safe, healthy and professional work environment.
Oversee the process of ensuring staff’s well-being in case processing..
Ensure direct reports are accessing and using their benefits appropriately including leave.
Actively support staff by promoting safe space, open-door and the escalation policy.
Establish and communicate clear expectations to staff to foster a predictable and consistent work environment.
Program Administration
Develops annual plans for Case Processing and closely monitors and tracks progress towards achievements of established annual goals and objectives.
Determines annual departmental staff modelling, and quarterly travel projections, which contribute to Programs annual budget.
Coordinates the deployment of Case Processing staff and resources to ensure timely flow of cases, in coordination with Programs Management.
Manages Programs Division inputs to human resources activities for all Case Processing staff, including hiring, evaluations, leave management, and disciplinary actions.
Oversees the use of the budget as it relates to Case Processing and monitors effective and appropriate use of resources across the department.
Ensures effective circuit ride coordination with logistics, finance, and security, as needed.
This position also undertakes other duties as assigned by CWS/RSC Africa Management.
Qualifications
Education:
Bachelor’s Degree required, preferably in a related field, or 4 years equivalent work experience
Master’s Degree preferred.
Experience:
10 years’ work experience is required.
5 years of direct supervisory experience with responsibility for hiring, evaluating performance, administering corrective action and directing day to day work is required.
Demonstrated management experience with a refugee serving/processing agency(s) preferred.
Previous experience working at a domestic resettlement agency or on an overseas cultural orientation program is preferred.
Knowledge/Skills:
Thorough knowledge and comprehensive understanding of the US Refugee Admissions Program and WRAPS database.
Detailed knowledge of case processing SOPs and the role of WRAPS in case processing.
Advanced computer knowledge, specifically with MS Access, MS Outlook, MS Excel and other statistical analysis programs.
Strong English communication skills, both oral and written.
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.
Abilities:
The Case Processing Coordinator must have the ability to:
work and make decisions independently and contribute to overall operations at management levels;
travel in sub-Saharan Africa on short notice and 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;
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;
effectively manage RSC Africa’s resources; and
actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP).
