Level: Level 3 Manager
Grade: 10 (I)
Division: Programs
Department: Cultural Orientation
Primary Purpose
This position is responsible for overseeing United States Refugee Admissions Program (USRAP) Cultural Orientation activity for RSC Africa. This includes coordinating workflow within Cultural Orientation 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 also provides oversight to the English Language Program (ELP) and the Interpreter Unit, including overseeing processes related to contracted interpreters, child minders, and ELP teachers at RSC Africa. The position is a member of the RSC Africa Leadership Team and Senior Programs Team.
Supervision
The position directly supervises one CO Program Manager, one English Language Program Supervisor, one Curriculum Development Specialist, and one Interpreter Supervisor. The position indirectly supervises CO Supervisors, CO Senior Trainers, CO Trainers, CO Program Assistants, and Interpreter Support Assistants.
The position reports to the RSC Africa Deputy Director.
Essential Duties
Compliance
Ensures all Cultural Orientation activity strictly adheres to the DOS/BPRM, USCIS, RPC, CWS and RSC Africa policies, guidelines and procedures, including PRM-issued CO learning objectives/indicators.
Ensures activity relating to hiring of contractors such as interpreters, child minders, and ELP teachers strictly adheres 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), and Cultural Orientation curricula, 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, workflow, and curricula, and ensures effective implementation of policy updates.
Conducts job function observations of Cultural Orientation staff to ensure compliance is met and identifies areas of improvement or training needs.
Oversees effective planning, coordination, execution, and monitoring of Cultural Orientation 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.
Facilitates DNA testing for P3 applicants as needed.
Data Management and Analysis
Ensures that all RSC Africa Cultural Orientation 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. Ensures reports are accurate and efficient.
Develops annual/monthly projections to inform Programs Division priorities, with a focus on Cultural Orientation 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.
Establishes and maintains effective communication systems regarding data within the department and other program departments.
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 Cultural Orientation 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 contributes to Programs Division strategies for ensuring staff fully understand and abide by CWS policies.
Ensures Cultural Orientation staff are professional when representing CWS/RSC Africa to refugees, partners, the funder and colleagues.
Serves as RSC Africa’s liaison to the PRM-funded technical assistance provider on Cultural Orientation.
Performance Management
Provides direct supervision and leadership to the Cultural Orientation Manager, ELP Supervisor, Curriculum Development Specialist, and Interpreter Supervisor, including yearly performance evaluations, monitoring professional development, and coordinating leave.
Oversees the development and implementation of training modules for Cultural Orientation staff, in coordination with Programs Management, and ensures that staff receive all necessary training on different aspects of refugee processing.
Oversees that QCs are being conducted and feedback is being provided to staff and/or other departments.
Ensures coaching, mentoring, feedback and corrective action plans are being carried out across the department.
Ensures establishment of performance expectations and communication, on-boarding and training.
Develops departmental performance management systems, in coordination with Programs Management, that support consistency in work outputs.
Maintains accurate and current job descriptions for the Cultural Orientation Department.
Staff Care
Ensures a safe, healthy and professional work environment.
Oversees the process of ensuring staff’s well-being while in the field.
Ensures direct reports are accessing and using their benefits appropriately including leave.
Actively supports staff by promoting safe space, open-door and the escalation policy.
Establishes and communicates clear expectations to staff to foster a predictable and consistent work environment.
Program Administration
Develops annual plans for Cultural Orientation, ELP, and Interpreter Unit 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 Cultural Orientation staff and resources to ensure timely flow of cases, in coordination with Programs Management.
Manages Programs Division inputs to human resources activities for all Cultural Orientation staff, including hiring, evaluations, leave management, and disciplinary actions.
Oversees the use of the budget as it relates to Cultural Orientation and Interpreter activity, and monitors effective and appropriate use of resources across the department. This includes oversight of the budget/invoice process for IOM payments covered by CWS/RSC Africa.
Ensures effective circuit ride coordination with logistics, finance, and security including travel projections, site clearances, security updates, news from the field, expense reports and financial management.
This position also undertakes other duties as assigned by CWS/RSC Africa Management.
Qualifications
Valid U.S. passport is required
Education:
Bachelor’s Degree in a related field required.
Master’s Degree preferred.
Experience:
Ten (10) years’ work experience is required.
Five (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 preferred.
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 CO Coordinator must have the ability to:
work independently, and manage a large and diverse workload under pressure with competing priorities;
maintain high performance standards with attention to detail;
work as a team member in a multi-cultural environment and represent CWS and RSC Africa as a member of senior management;
travel in Sub-Saharan Africa on short notice under sometimes difficult conditions
conduct oneself in a professional and courteous manner at all times to represent the professional and institutional interests of the Church World Service and the Resettlement Support Center Africa;
communicate effectively both verbally and in writing;
follow instructions from the Supervisor 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 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 RSC Africa;
manage a large and diverse workload under pressure with competing priorities;
analyze 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 RSC Africa’s resources; and
actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP).
Working Conditions
Physical: This position requires sitting, standing, walking, handling objects (manual dexterity), using fine finger movements and lifting/carrying light loads.
Environmental: Incumbents in this position will be exposed to marked changes in temperature and/or humidity, dust and infectious diseases and harsh weather climates.
The US Embassy rates Kenya as both HIGH in crime and HIGH in terrorism. Incumbents should fully understand the insecurities present within Kenya and the region.
Special Requirements
US citizenship is required. Background check which includes references and an educational criminal check is required before the start of employment. A valid passport and the ability to maintain a valid passport throughout the entire appointment is required, which includes having enough passport pages for travel. The candidate should be of good health, willing and able to travel occasionally in often difficult conditions, and have a high degree of flexibility. Must be legally eligible to work and obtain a work permit in Kenya. Must have proof of Yellow Fever vaccination before traveling for RSC Africa. Employee will be entrusted with the receipt, custody and payment of money.
Licensing/Certification
None
Competencies
Communication
Ensure effective exchanges of information with others. Examples of skills and behaviors include speaking to others respectfully; expressing ideas in a logical, organized way; sharing information appropriately; and clarity and conciseness in written communication.
Relationships
Ensure constructive and supportive interactions with others. Examples of skills and behaviors include being positive and supportive when working with others; sharing information and resources freely; resolving conflict constructively; and proactively working to remove obstacles to success for others.
Job Knowledge
Utilize and apply job related knowledge to complete job tasks at a level that meets or exceeds expectations. Examples of skills and behaviors include utilizing job knowledge to solve problems or develop new approaches; maintaining or enhancing skills through continuing education; and taking on projects that will develop or enhance skills.
Teamwork
Work effectively and contribute as a member of a team. Examples of skills and behaviors include supporting other team members by sharing information; covering the work of others during absences, vacations etc.; and actively participating in developing ideas for ways to increase team effectiveness.
Problem Solving
Analyze information and develop solutions to challenges that arise during the course of performing a job. Examples of skills and behaviors include researching and collecting facts; defining the issues and the parties affected; formulating options/solutions for addressing the problem; and engendering support for and implementing the solution.
Operational Leadership
Successfully lead a group to achieve operational goals. Examples of skills and behaviors include priority setting; timely decision making; planning and organizing; delegation; and managing and measuring work.
Building and Leading Effective Teams
Earn the respect of team members, create strong morale and spirit on the team and utilize the unique skills of all team members. Examples of skills and behaviors include managing diverse relationships; flexibility; being open and receptive; running effective team meetings; and exhibiting integrity and trustworthiness.
Strategic Leadership
Accurately anticipate future consequences and trends and translate them into the fulfillment of workable strategies and plans. Examples of skills and behaviors include problem solving; dealing with ambiguity, creativity; innovation management and business acumen.
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