Processing Support Supervisor (N) at Church World Service 

Position: Processing Support Supervisor (N) at Church World Service 

Job Description

Position Title: Processing Support Supervisor

Reports To: Program Manager

Division : Immigration & Refugee Program+ (IRP+)

Department: Programs

Job Location: Kasulu, Tanzania

Grade Level: Grade 7, Supervisor, National

Introduction:

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.

Primary Purpose:

This position is responsible for overseeing all United States Refugee Admissions Program (USRAP) Processing Support activity at CWS Africa Kasulu Satellite office. This includes managing workflow within the Processing Support Unit and collaborating with other program departments Kasulu and in Nairobi. This position ensures that RSC Africa processing priorities and targets are met and that standard operating procedures are strictly followed.

Essential Duties:

Compliance

• Ensures all refugee case processing functions within the Processing Support Department strictly adhere to the DOS/BPRM, USCIS, RPC, CWS and RSC Africa policies, guidelines and procedures.
• Ensures 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 and specifically ensures their designated SOP is up to date and adhered to.
• Demonstrates ability to conduct field processing activities within the Processing Support Unit.
• Conducts job function observations of Processing Support staff to ensure compliance is met and identify any areas of improvement or training needs.
• Identifies and assists with regular process reviews to compare requirements vs. current processing and outputs.
• Travels to field locations to monitor processing, conduct performance evaluations and meet with partners and vendors.

Data Management and Analysis

• Ensures Processing Support 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.
• Closely monitor the movement of cases through the Pre-USCIS pipeline, ensuring cases are being processed and presented according to USRAP priorities.
• Develops reports and quality control checks that ensure accuracy and efficiency as well as their use.
• Establishes effective communication systems regarding data and ensures reports are accurate and efficient.

Representation

• Develops and maintains effective relationships with RSC implementing partners, including PRM, USCIS, IOM, UNHCR, RPC and domestic Resettlement Agencies.
• Leads circuit rides and ensures all logistics are effective and are meeting the goals of the planned circuit ride.
• 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.
• Represent Kasulu Processing Support Department in Department Management meetings and share updates with the Program Manager.
• Represent Processing Support Department during periodic partner engage meetings in Kasulu

Performance Management

• Directly supervise the Staff Trainer(s) and other Processing Support staff, including yearly performance evaluations, developing job descriptions, participating in hiring and coordinating leave.
• Oversee and manage the daily workload and functions of his/her direct reports including monitoring staff time and attendance, regularly providing and documenting performance feedback, completing probationary and annual evaluations, developing job descriptions, participant in hiring interviews, and other human resource functions associated with supervising staff.
• Trains direct reports on their essential job duties.
• Ensures 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 where needed.
• Establish and communicate on-boarding, training and performance expectations.
• Develops performance management systems that support consistency in work outputs.
• Evaluates and assesses training needs for the department and takes the lead in organizing and providing trainings on a regular basis.
• Develops and implement training modules, in coordination with the Training unit, and ensure that staff receive cross training on different aspects of refugee processing, and that they are monitored and evaluated.
• Monitors staff time and attendance.
• Assists with annual plan and strategic planning goals as communicated by the Kasulu Management
• Work together with the Program Manager and staff to achieve the goals set out for the department

Staff Care

• Monitors and ensure a safe, healthy and professional work environment.
• Ensures 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.
• Ensures staff are safe in the field by coordinating with the Kasulu Security Risk Manager and disseminating information related to safety to staff in the field.

Program Administration

• Ensures the deployment of Processing Support staff and resources to ensure timely flow of cases, in coordination with Programs Management.
• Support the Programs team in issues related to hiring, recruiting and managing interpreters hired in Tanzania to support program staff
• This position also undertakes other duties as assigned by CWS/RSC Africa Management.

This position also undertakes other duties as assigned by CWS/RSC Africa Management.

Qualifications:

Experience:

• Six (6) years paid work experience required
• One year of direct supervisory experience is preferred
• USRAP experience is desirable.

Skills:

• Strong English communication skills, both oral and written.
• Proficiency with MS Office (Excel, PowerPoint, Word, Access, Outlook) and
• Proficiency in START is desirable.
• Demonstrated strong leadership and supervisory skills.
• Excellent organizational and time management skills.
• Thorough knowledge of US Refugee Admissions Program overseas processing and databases is preferred.

Education and Certificates:

Bachelor’s degree or four (4) additional year’s work experience in lieu of a bachelor’s degree required.
Master degree preferred.

Abilities:

The Processing Support Supervisor must have the ability to:

• 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.

Important Requirements:

Strong English communication skills, both oral and written.
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 Kasulu, Tanzania
• 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 criminal check is required before the start of employment for International applicants.
• 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.
• Employee may be entrusted with the receipt, custody and payment of funds when necessary to carry-out program needs.
• 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.

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 rulings regarding the COVID-19 pandemic

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