Summary
Date Posted: Thursday, July 21, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Primary Purpose
This position is responsible for overseeing the Refugee Communications Department at RSC Africa. This includes coordinating workflow within the Correspondence, Public Information, and the Call Center units, ensuring that RSC 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.

This position directly supervises the Public Information Manager, Call Center Manager, and Communications Manager.

Essential Duties
Compliance
• Ensures all refugee case processing functions within the Refugee Communications Department strictly adhere to 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 in line with RPC START SOPs.
• Leads regular departmental process reviews to compare requirements versus 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 Refugee Communication staff to ensure compliance is met and identifies areas of improvement or training needs.
• Oversees effective planning, coordination, execution, and monitoring of Refugee Communications Departmental 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 Refugee Communications department 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 and monthly projections to inform Programs Division priorities, with a focus on Refugee Communication 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.
• Establishes and maintains effective communication systems regarding data within the department and other program departments.

Representation
• Maintains effective relationships with RSC Africa/USRAP partners, including PRM, USCIS, IOM, UNHCR, RPC and domestic Resettlement Agencies.
• Ensures partner communication from the Refugee Communications 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 Refugee Communications department staff are professional when representing CWS/RSC Africa to refugees, partners, the funder and colleagues.

Performance Management
• Provide direct supervision and leadership to Public Information Manager, Call Center Manager, and Communication Manager, including yearly performance evaluations, monitoring professional development, and coordinating leave.
• Oversees the development and implementation of training modules for Refugee Communications department 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 Refugee Communications department.

Staff Care
• Ensure a safe, healthy and professional work environment.
• Oversee the process of ensuring staff’s well-being while in the field.
• 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 Refugee Communications department and closely monitors and tracks progress towards achievements of established annual goals and objectives.
• Coordinates the deployment of Refugee Communications department staff and resources to ensure timely flow of cases, in coordination with Programs Management.
• Determines annual departmental staff modelling, and quarterly travel projections, which contribute to Programs annual budget.
• Manages Programs Division inputs to human resources activities for all Refugee Communications staff, including hiring, evaluations, leave management, and disciplinary actions.
• Oversees the use of the budget as it relates to Refugee Communications department and monitors effective and appropriate use of resources across the department.
• 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.
• Provide leadership on USRAP refugee communication strategy through SMS campaigns, email, the Call Center, and the RSC Africa refugee website.
• This position also undertakes other duties as assigned by CWS RSC Africa Management.

Experience
Qualifications:
• Ten (10) years of paid work experience is required.
• Five (5) years of direct supervisory experience is required.
• Demonstrated management experience with a refugee serving/processing agency(s) preferred.
• Previous experience at an RSC preferred.

Skills
• Thorough knowledge and comprehensive understanding of the US Refugee Admissions Program and START – USRAP database.
• Detailed knowledge of case processing SOPs and the role of START in processing of a case.
• 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.

Education & Certifications
• Bachelor’s Degree is required, or 4 years of work experience in lieu of a Bachelor’s degree.
• Master’s Degree is preferred.

Abilities
• Work and make decisions independently and contribute to overall operations at management levels
• Exercise good judgment and seek guidance as appropriate when confronted with unanticipated problems in the field;
• 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
• Maintain a high performance standard with attention to detail;
• Work independently and contribute to overall operations of RSC Africa;
• Actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP).
• be flexible with changing of daily duties as needed.
• Strong English communication skills, both written and oral.
• Ability to work in a multi-cultural environment required.
• Commitment to diversity, equity, and inclusion and willingness to support CWS’ Platform on Racial Justice as a CWS employee required.

Special Requirements
• COVID Vaccination is strongly recommended for all successful candidates
• The candidate should be of good health, willing and able to travel extensively in often difficult conditions, and have a high degree of flexibility. Must have proof of Yellow Fever vaccination before traveling for RSC Africa
• This position is based in Nairobi, Kenya.
• This position requires use of laptops at all time, competence in Microsoft office packages is required.
• This position may require travel in sub-Saharan Africa on short notice and under sometimes difficult conditions to meet demands of a dynamic operational program
• Background check which includes references and an educational and 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.
• Physical: This position requires bending, squatting, crawling, climbing, kneeling, sitting, standing, walking, pushing/pulling, handling objects (manual dexterity), reaching above shoulder level, using fine finger movements and lifting/carrying heavy loads.
• Environmental: Incumbents in this position will be exposed to excessive noise, marked changes in temperature and/or humidity, dust and infectious diseases, harsh weather climates, long work hours, bumpy roads, extended travel, excessive sun exposure, and non-ventilated spaces.
• This is a full time position.
• All employees should be prepared to work from the CWS office within their location of hire. Remote work arrangements may vary depending on location and the governing rulings regarding the COVID-19 pandemic.

Work Hours: 8

Experience in Months: 48

Level of Education: Bachelor Degree

Job application procedure
• Apply now

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