Case Processing Supervisor – International Hire at Church World Service

Church World Service (CWS) was founded in 1946 and is a cooperative ministry of 37 Christian denominations and communions, providing sustainable self-help, development, disaster relief, and refugee assistance around the world. The CWS mission is to eradicate hunger and poverty and to promote peace and justice at the national and international level through collaboration with partners abroad and in the US.

Primary Purpose:

The position is primarily responsible for overseeing a Case Processing Unit, which includes reviewing workload, planning, monitoring work output and carrying out quality control checks on the work output. This position works closely with the Case Processing Managers, Case Processing Coordinators and Data Integrity Manager. Essential

Duties:

Compliance

• Monitors day to day work in the unit to ensure case processing functions strictly adhere to the DOS/BPRM, USCIS, RPC, CWS and RSC Africa policies, guidelines and procedures.


• Develops, updates and implements RSC Africa SOP manuals in conjunction with the Case Processing Manager.


• Identifies and assists with regular process reviews within Programs.


• Undertakes regular manual file reviews. Data Management and Analysis


• Monitors workload within the unit, prioritizes work assignment and assigns staffing resources accordingly.


• Establishes and monitors quality control reports/systems for all work output within the unit.


• Reviews unit reports to ensure efficiency and accuracy.


• Acts as the point person for staff inquiries relating to case processing.


• Assists with the development of strategic plans and annual plans for Case Processing. Representation


• Liaises with implementing partners, including RPC, IOM, UNHCR, CIS and PRM, as necessary and in a professional manner.


• Acts as the point of contact via the RSC Africa group mailboxes and ensures that communication is professional, timely and proactive.


• Liaises with partners to ensure that applicants have all the necessary paperwork for their case to be processed in a timely manner.


• Facilitates communication with applicants to ensure that all the required paperwork is in place and that cases are processed in a timely manner.


• Coordinates monthly meetings between RSC Africa and partners as necessary

Performance Management

• Provides direct supervision and leadership to the CPAs, CPAIIs and SCPAs, including probationary, quarterly and yearly performance evaluations.


• Develops and implements training modules for new Case Processing staff.


• Reviews data and QC reports to identify training needs and facilitates training and coaching.


• Provides regular feedback to staff and facilitates training, coaching, mentoring and corrective action plans as needed. Staff Care


• Monitors and ensures a safe, healthy and professional work environment.


• 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 that reasonable working resources are availed to staff in the unit.


• Monitors time and attendance records for staff within the unit.


• Ensure direct reports are accessing and using their benefits appropriately including leave. Program Administration


• Participates in hiring/recruitment for Program positions.


• Ensures that resources availed to staff are used in an efficient manner.


• Other duties as assigned by CWS/RSC Africa Management

Requirements

Experience:

• Five (5) years of paid work experience is required.


• Supervisory experience is preferred.


• Experience leading teams is preferred.

Skills:

• Strong English communication skills, both oral and written.


• Proficiency with MS Office (Excel, PowerPoint, Word, Access, Outlook) and WRAPS.


• Demonstrated strong leadership and supervisory skills.


• Excellent organizational and time management skills.


• Thorough knowledge of US Refugee Admissions Program overseas processing and databases.

Education & Certifications:

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

Important Requirements:

• This position is open to international applicants only


• Proficiency in English language is a requirement.


• 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 required for this role


• The position is based in Nairobi, Kenya with occasional travel to field locations in Sub-Saharan Africa.


• 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.


• The candidate should be of good health, willing and able to travel occasionally, often in difficult conditions, and have a high degree of flexibility.


• Must have proof of Yellow Fever vaccination before traveling for RSC Africa.


• International applicants must be legally eligible to work and obtain a work permit in Kenya.


• 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.


• Employee may be entrusted with the receipt, custody and payment of funds when necessary to carry-out program needs.

 

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