KE-Program Processing Supervisor (National)

Job Description

About Church World Service (CWS)

Church World Service (CWS) is a not-for-profit, faith-based organization transforming communities around the globe through just and sustainable solutions to hunger, poverty, displacement and disaster. CWS does not discriminate on the basis of race, color, religion, sex, national origin, gender identity, genetic information, age, disability or veteran status in employment or in the provision of services.

Job Summary

This position is primarily responsible for training, supporting, supervision, and evaluation of the Program Processing Associates. The Program Processing Supervisor actively oversees all aspects of the implementation of Case Intake, Prescreening, USCIS Support, Correspondence, Medicals, Assurance and Travel in both the Nairobi office and the field. This position ensures that RSC Africa processing priorities and targets are met and that standard operating procedures are strictly followed In the supervisory role, the position also participates in hiring and ensures that Program Processing staff have the administrative and logistical support and resources they need to effectively carry out their jobs. 

Key Duties & Responsibilities

• Leadership and Performance management  
  • Engage in effective team management and supervision as per CWS expectations, including: ensure policies, procedures, and culture are understood and abided by; provide clear expectations, managing performance, yearly performance evaluations, and coordinating proper use of benefits; providing coaching and corrective action plans as needed; effective communication; maintaining accurate job descriptions; ensuring a safe and professional work place; and promoting safe-space, open door, and escalation policies. 
  • Under the guidance of the Senior Program Manager, contribute to strategic planning conversations to set and achieve RSC Program goals.  
  • Provide input on quarterly and/or annual departmental staff and work projections, which contribute to Programs annual budget. 
  • Identify processing gaps by regularly undertaking frontline processing activities and then work to fill the identified gaps. Provide input/ideas and apply cost saving measures to ensure program sustainability. 
  • Engage in effective team management and supervision as per CWS expectations, including: ensure policies, procedures, and culture are understood and abided by; provide clear expectations, managing performance, yearly performance evaluations, and coordinating proper use of benefits; providing coaching and corrective action plans as needed; effective communication; maintaining accurate job descriptions; ensuring a safe and professional work place; and promoting safe-space, open door, and escalation policies.   
• Data Management and Analysis  
  • Ensures RSC circuit rides are planned, revised and updated as needed until confirmed, and staff are prepared while ensuring all functions are completed in the most operationally responsible manner. 
  • Ensure effective workplans and created and utilized for all Program Processing staff and that Case processing duties are completed effectively.  
  • Closely monitor the movement of cases through the entire USRAP pipeline, ensuring cases are being processed and presented according to USRAP priorities. 
  • Acts as the point person for staff inquiries relating to processing of cases. 
  • Develops reports and quality control checks that ensure accuracy and efficiency as well as their use. Assists in ensuring RSC circuit rides are planned, revised and updated as needed until confirmed, and staff are prepared while ensuring all functions are completed in the most operationally responsible manner. 
• Program Administration  
  • Ensures the deployment of Prescreening, USCIS Support and Cultural Orientation circuit rides. 
  • Coordinates with IOM and Independent Panel Physicians to ensure Medicals are scheduled, completed and uploaded in START in a timely manner.  
  • Ensure all Correspondences received is responded to in a timely manner 
  • Ensures Assurances are correctly reviewed and requested in a timely manner 
  • Coordinates with the Circuit Ride and Travel department to ensure Travel information is correctly updated in START for them to complete booking of applicants.  
  • Coordinates with the Pipeline and Case Quality team to ensure that needed filters and reports are created and provides them with feedback about gaps in the system. Additionally, ensures that feedback received from the Pipeline and Case Quality team is communicated to Programs staff and required training is provided in a timely manner.  
  • Develop work plans and oversee their implementation and reporting for direct reports. 
  • Track progress towards achievement of established annual goals and objectives. 
  • Deploy staff and resources to ensure timely and efficient work output, in coordination with Programs 
  • Management. 
  • Actively engages in circuit ride briefings and debriefings. 
  • Oversees the scheduling of eligible individuals for Prescreening, USCIS support, Cultural Orientation and Medicals.  
  • Participates in training and on-boarding new staff. 
  • Maintains records of all correspondence with partners. 
• Compliance  
  • Ensures all functions strictly adhere to the DOS/BPRM, USCIS, RPC, CWS and RSC Africa policies, guidelines, and procedures  
  • Ensures development, implementation, dissemination, monitoring and adherence to Processing Guides for processing of refugees eligible for the US Refugee Admissions Program in sub-Saharan Africa. 
  • Conducts job function observations of all Program Processing Associates staff to ensure compliance is met and identifies any areas of improvement or training needs. 
  • Identifies and assists with regular process reviews to compare requirements vs. current processing and outputs. 
  • Demonstrates ability to conduct field processing and case Processing activities. 
  • Demonstrates ability to conduct logistical and administrative activities including Cultural Orientation training both in the field and remotely. 
  • Travels to field locations to monitor all travel activities, conduct performance evaluations and meet with partners and vendors. 
  • Runs regular Quality Checks and ensures that case updates in START are properly done.  
• Representation and Engagement  
  • Maintains effective relationships with RSC implementing partners, including PRM, IOM, UNHCR, RPC and domestic Resettlement Agencies. 
  • Ensures partner communication from the department is professional, timely and proactive.  
  • Represents organizational policies and culture to staff. 
  • Ensures the workforce is professional when representing CWS/RSC Africa to refugees, partners, the funder and colleagues. 
• Staff Care  
  • Monitors and ensures a safe, healthy and professional work environment.  
  • Ensures direct reports access and use 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. 
  • Ensures staff are safe in the field by coordinating with the RSC Staff Security office and disseminating information related to staff safety in the field. 
• Additional Responsibilities  
  • Ensures the deployment of Cultural Orientation staff and resources to ensure timely flow of cases, in coordination with Programs Management.  
  • Ensures staff are safe in the field by coordinating with the Risk and Security Manager and disseminating information related to safety to staff in the field. 
  • Other duties that may be assigned to enhance the quality and efficiency of the administration of the Program.

Educational Qualifications, Skills, & Experience Required

• Experience:  
  • A minimum of eight (8) years paid work experience required. 
  • A minimum of three-year (3) direct supervisory experience in the USRAP is required. 
  • Experience leading teams is preferred.   
  • Previous experience with USRAP preferred.  
  • Previous experience conducting trainings or presentations preferred.  
• Skills:
  • Thorough knowledge of the US Refugee Admissions Program and START database.   
  • Strong verbal and written English language skills.  
  • Demonstrated computer skills, especially Microsoft Word, Excel, Outlook and PowerPoint.    
  • Excellent organizational and time management skills.   
• Education & Certifications:  
  • Bachelor’s Degree, or four (4) additional year’s work experience in lieu of a bachelor’s degree. 
• Abilities:
  • Ability to adapt to urgent priority changes including and not limited to primary assigned tasks changing in short notice.  
  • Ability to perform a full range of processing responsibilities, including but not limited to case processing, field processing, and facilitating cultural orientation sessions. 
  • Staff will be expected to 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. 
  • Analyze 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) 
• Important Requirements: 
  • 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
  • The candidate should be in 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 in 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. 
• 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. 
  • 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.    
• This position is Full time
  • 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 regulations based on prevailing context.