Position Title: Program Processing Associate

Reports To: Program Processing Supervisor

Supervises: N/A

Division: CWS Africa

Department: Program

Team: Nairobi

Job Location: Nairobi, Kenya

Grade Level: Grade 5, 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.

This position is responsible for applying in-depth USRAP knowledge to process and implement policies for cases throughout the USRAP Programs pipeline. This includes processing cases through Case Intake, Prescreening, USCIS Support, Correspondence, Medicals, Assurance, Cultural Orientation and Travel in both the Nairobi office and the field. This position contributes to the overall case management of the USRAP pipeline including interviewing of refugees. This position works closely with the Program Processing Supervisors and Program Processing Senior Managers. 

Key Relationships  

Internal to CWS 

• Deputy Director of RSC Programs 
• Senior Program Managers 
• Program Managers 
• Program Processing Supervisor 
• Senior Circuit Rides and Travel Manager 
• Circuit Ride Specialist 
• Travel Supervisor  

External 

• PRM 
• IOM Partners 
• UNHCR 
• Other NGOs (HIAS and Refuge Point) 
• Resettlement Agencies. 
• RPC  

Working Environment  

• Office environment with periodic travel to the field as required. 

Core Job Responsibilities:  

Program Administration 

• Achieve and maintain a high-performance standard based on a thorough knowledge of, and adherence to, established Church World Service Resettlement Support Centre (CWS/RSC Africa), Department of State (DOS), United States Citizenship and Immigration Services (USCIS), and Refugee Processing Centre (RPC) policies and procedures regarding current refugee processing eligibility criteria, database, and file management guidelines.  
• Identify and review cases pending Case Creation, Prescreening and USCIS interviews in preparation for scheduling, schedules the cases in START, generates reports for refugee/partner notification, ensures that the reports are centrally filed for easy retrieval, and updates START accordingly.  
• Provide input and/or coordinate effective circuit rides with other units within assigned teams.    
• Identify, review and update cases assigned for Case Processing tasks within the following units: Case Intake, Namechecks, Scheduling, Medicals, Assurance, & Travel processing as assigned; Support USCIS circuit rides, completing post CIS file reviews, updating of decisions in START for applicable, and preparing/ distributing USCIS decision letters. Run quality check reports (including identifying action items & correcting case errors).   
• Identify, review and update cases ready for Cultural Orientation classes. Compete Cultural Orientation training classes as assigned. 
• Assist as needed in preparing for circuit rides. This may include but is not limited to; drafting Purchase Request Forms (PRFs), requisitioning supplies, assisting the Property Unit in preparation & packing of supplies, contacting interpreters, cleaning up at the end of the circuit ride, and other tasks as assigned by the Supervisors.  
• Serve as a Circuit Ride Point of Contact (POC) and team lead in the field. This includes coordinating and managing logistics in the field for the circuit ride as assigned. Serve as Programs Processing Point of Contact for Case Processing activities as assigned. 
• Assist Program Processing Supervisors in the development of onboarding schedules, preparing training modules, assisting in their implementation as required, and assist in developing & implementation of work plans & reporting measures 

Data Management and Analysis  

• Completes all tasks related to refugee case processing as assigned by the supervisor, ensuring adherence to policies and procedures. 
• Ensures and completes accurate records and updates in START. 
• Conducts tasks related to all stages of case processing. 
• Assesses daily unit reports and recommends work plans, pipeline reviews and clean-up projects. 
• Runs QC reports on data and identifies action items and reports these findings to the Supervisor. 
• Recommends, prepares and facilitates training based on the pipeline review in collaboration with the Supervisor. 
• Reviews and updates cases in readiness for the next stage in processing.  

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  
• Assists with the development, implementation, dissemination, monitoring and adherence to Processing Guides for processing of refugees eligible for the US Refugee Admissions Program in sub-Saharan Africa. 
• 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. 
• 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.  

Additional Responsibilities  

Other duties that may be assigned to enhance the quality and efficiency of the administration of the Program. 

Experience:  

• A minimum of four (4) years paid work experience required. 
• A minimum of three-year (3) direct 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. 

• 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.    
• 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.