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 the management and implementation of all Cultural Orientation activities for CWS/RSC Africa in sub-Sahara Africa and provides effective and efficient field mission planning, administrative support, communications, and logistical support while adhering to USRAP procedures and B/PRM Guidelines. The Program Manager actively monitors all aspects of the implementation of USRAP activities undertaken by Program Processing Supervisors and Program Processing Associates 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

Key relationships

Internal to CWS

• RSC Director
• Deputy Director of RSC Programs
• Senior Program Managers
• Program Processing Supervisors
• Program Processing Associates
• ARDU Program Manager
• ARDU Program Supervisor
• ARDU Program Associates
• Travel Supervisor

Projections Specialist

• Senior Case Quality Specialist
• Data Integrity Supervisor
• Senior Circuit Rides and Travel Manager
• Circuit Ride Specialist

External

• BPRM Program Officers
• PRM Coordinators
• UNHCR
• IOM
• USCIS
• RPC
• Resettlement Agencies

Working Environment

• Primarily in-office with occasional work from home as requested and approved.
• Periodic travel to the field as may be required.

Core Job Responsibilities:

Leadership and Management

• Provides direct supervision and leadership to the Program Processing Supervisor – CO, Program Processing Associates – CO and other Program Processing Associates as may be needed, including yearly performance evaluations, developing job descriptions, participating in hiring and coordinating leave.
• Develops and implements training modules for CO staff, in coordination with the Learning and Development and ensures that staff receive cross training on different aspects of refugee processing, and that they are monitored and evaluated.
• Ensure that QCs are being conducted and feedback is being provided to staff.  
• Ensure coaching, mentoring, feedback and corrective action plans are being carried out where needed.  
• Ensure establishment of performance expectations and communication, on-boarding and training
• Monitor staff time and attendance.  
• Monitor and ensure a safe, healthy and professional work environment.  
• Ensure direct reports access and use their benefits appropriately, including leave.
• Ensure staff are safe in the field by coordinating with the RSC Staff Security and disseminating information related to safety to staff in the field.
• Provide input on quarterly and/or annual Learning and Development staff and work projections, which contribute to Programs annual budget.  
• Determine and apply cost saving measures to ensure program sustainability. 
• Support RSC Management to analyze assessment results for future training plans. 

Compliance

• Ensures all CO training functions strictly adhere to the PRM, RPC, CWS and RSC Africa policies, guidelines and procedures.
• Ensures development, implementation, dissemination, monitoring and adherence of standard operating procedures (SOPs) for cultural orientation.
• Conducts job function observations of Program Processing Associates – CO and other program staff to ensure compliance is met and identifies any areas of improvement or training needs.
• Conduct and participates in regular process reviews to provide feedback and to monitor quality vis a vis output.
• Report on departmental compliance and achievements to required internal and external stakeholders.  

Program Administration

• Develops digital presentations and supports Program Processing Associates - CO in conducting cultural orientation using online and other remote learning modules.
• Assists in preparation of the CO budget and modifications.
• Obtains circuit ride related costs from partners and reviews budgets and invoices for accuracy.
• Develops and updates Standard Operating Procedures related to circuit ride preparation to enhance consistency and coordination.
• Assists in organizing the hiring and training of Cultural Orientation staff.
• Maintains records of all correspondence

Data Management and Analysis

• Closely monitors the movement of cases through the RSC Africa refugee pipeline, and ensures cases receive CO according to the PRM Cooperative Agreement and prepares required statistics reports.
• Acts as the point person for staff inquiries related to CO.
• Develops and implements department specific pipeline analysis to inform workload projections and staffing and to anticipate future workloads in coordination with the relevant Senior Managers.
• Manage reports and quality control checks that ensure accuracy and efficiency.
• Ensures annual plan and strategic plan goals are met.
• Reviews RSC Africa trip reports and follows up on identified issues.

Representation/Engagement

• Develops and maintains effective relationships with RSC implementing partners, including PRM, USCIS, IOM, UNHCR, RPC and domestic Resettlement Agencies.
• Ensure the staff is professional when representing CWS/RSC Africa to refugees, partners, the funder and colleagues.
• Ensure partner communication from the department is professional, timely and proactive.  
• Represent organizational policies and culture to staff. 

Additional roles and responsibilities

Other duties that may be assigned to enhance the quality and efficiency of U.S. Refugee Admissions Program (USRAP) to attain set objectives and maintain high professional standards of RSC Africa. Execute special projects and other duties as assigned by CWS/RSC Africa Leadership.  

Experience:

• A minimum of Eight (8) years paid work experience managing complex projects. 
• A minimum of Two (2) years of direct supervisory experience is required.  
• US refugee resettlement experience is required.  
• Previous program management experience preferred  
• Previous experience conducting training or presentations preferred.  

Skills:

• Thorough knowledge of the US Refugee Admissions Program (USRAP).  
• Excellent English writing skills and clear communication style.   
• Excellent organizational and time management skills.  
• Excellent computer skills, in particular Microsoft Office.  

Education & Certifications:

Bachelor’s Degree or additional four (4) years of paid work experience in lieu of a Bachelor’s Degree required.

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.  
• 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 under 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 times, 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 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.
• (Internationals - International applicants must be legally eligible to work and obtain a work permit in (Kenya) OR A valid U.S. passport and the ability to maintain a valid U.S. passport throughout the entire appointment is required, which includes having enough passport pages for travel
• 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.