Primary Purpose
This position is responsible for ensuring quality processing of cases through the Pipeline, to facilitate effective out processing. This includes developing reports and other tools for effective case Quality Checks (QC), including advising on, training, and monitoring the use of such tools; proposing solutions and enacting improvements to identified issues; conducting pipeline analysis and case management exercises; and liaising with Data Integrity unit to ensure that an accurate understanding of processing and SOPs is reflected in the way reports are built and used. This position works closely with Program Supervisors, Managers, and Senior managers, as well as with training staff to ensure case quality throughout processing. Contracting for this position is subject to budgeting approval.
Key Relationships
Internal to CWS
Senior Program Manager of two Pods under their coverage area
In- and Out-Processing Managers
Projects Manager – Pipeline
Data Integrity unit
Programs Supervisors
Learning & Development staff at regional level and Training staff at country level
Case Quality Specialists and START staff across country offices
Regional START team
Departure and Travel Projections Specialists
External
UNHCR
IOM
RPC
Working Environment
Office and/work from home environment.
Periodic travel to the field as may be required
Responsibilities
Leadership and Management (15%)
Provide input in strategic planning conversations to achieve RSC Program goals.
Work closely with Supervisors and Managers within their assigned location-based team(s) to complete and manage clean-up and other projects. In the process of doing so: ensure policies, procedures, and culture are understood and abided by; provide clear expectations; contribute to performance management by providing line managers with feedback for follow up; provide coaching as needed for the technical areas overseen; maintain effective communication; contribute to a safe and professional workplace; and promote safe-space, open door, and escalation policies.
Identify processing gaps by undertaking frontline processing activities.
Provide input and apply cost saving measures to ensure program sustainability.
Program Administration (20%)
Advise on work plans, their implementation and reporting for clean-up and other projects, in coordination with relevant staff’s supervisors and managers.
Propose solutions and track progress towards their implementation, including the achievement of established annual and quarterly goals and objectives.
Advise Programs Supervisors and Managers on the staff, resources, and work output needed to effectively implement improvements.
Recommends to Program Management training for staff based on pipeline review.
Collaborates with Data Integrity and START teams to create reports and filters to ensure accuracy and efficiently in processing
Trains and manages programs staff in best case quality management practices.
Representation (10%)
Acts as a liaison between programs teams, Data Integrity, RSC START team and RPC (as appropriate and under the direction of the START Managers) to improve case processing efficiency.
Ensures partner communication from the department – including when representing CWS/RSC Africa to refugees, partners, PRM, and colleagues – is professional, timely and accurate.
Represents organizational policies and culture to staff.
Compliance (20%)
Reports any identified areas of significant compliance risk for the RSC Africa program.
Ensure all refugee case processing functions within the team strictly adhere to the DOS/BPRM, USCIS, RPC, CWS and RSC Africa policies, guidelines and procedures.
Provide input on effects of external policy updates on the department’s internal SOPs and workflow and implement changes due to these updates, including maintaining high level expertise on all changes made to START.
Ensure timely and accurate reporting of suspected fraud, malfeasance, and data breaches.
Conducts regular quality review meetings with Programs leadership to provide updates on common errors and quality improvements being implemented.
Performs detailed and recorded quality checks of cases to ensure they are up to RSC and RPC standards and adhere to processing guidelines.
Data Management and Analysis (30%)
Prepares case quality reports in coordination with Program Supervisors and Managers for Senior Program Managers and the Regional team (including the Associate Directors of RSC Program, and the Strategic Planning and Compliance teams) at the end of each quarter.
Produces statistical reports to understand the level of quality in the processing of cases and to facilitate improvements.
Participates in at least one circuit ride per year, and regularly shadows case processing teams to stay up to date on processing requirements and to keep track of the case quality progress and identify areas for process improvement.
Works with Data Integrity and IT to enhance the case quality management process making full use of modern applications to make the process efficient, accurate, and timely
Prepares ad hoc PRM report requests within stipulated timeline.
Identifies gaps and develops quality control reports that ensures case management for the RSC pipeline in coordination with Programs supervisors and Data Integrity.
Drives impactful and effective pipeline management through proactive and clear communication on identified issues.
Monitors programs processing timelines using appropriate tools and techniques and collaborates with the Departure and Travel Projections Specialists to keep the Projections Calculator (owned by the Strategic Planning team) continuously up to date.
Leads regular meetings with program managers to discuss processing timelines and trends.
Additional roles and responsibilities (5%)
Any other duties as assigned.
Qualifications
Experience:
Six (6) years of paid work experience is required.
One (1) year of technical experience with the START database – including expert knowledge of filters and pipeline management – is required.
One (1) year supervisory experience is preferred.
Experience leading teams is preferred.
Previous experience with USRAP preferred.
Skills:
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.
Advanced computer knowledge, specifically with MS Access, MS Outlook, MS Excel and other statistical analysis programs.
Strong English communication skills, both oral and written.
Education & Certifications:
Bachelor’s Degree in a related field required, or four (4) years of paid work experience in lieu of a Bachelor’s Degree required.
Abilities:
Supervise staff to ensure policies and procedures are implemented and executed in accordance with guidelines and standard operating procedures;
Maintain a high performance standard with attention to detail, completing tasks within set timeframes;
Exercise good judgement and seek guidance as appropriate when confronted with unanticipated problems;
Deal effectively and courteously with a large number of associates, outside agencies, refugees and members of the general public;
Manage large and diverse workload under pressure with competing priorities.
Maintain the integrity of official records;
Analyse and solve complex problems and make sound decisions;
Work with minimal supervision;
Work independently and contribute to overall operations of RSC Africa;
Be flexible with changing of daily duties as needed;
Actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP).
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