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Case Processing Assistant

Job Description

  • Reports To: Case Processing Supervisor
  • Division: Immigration & Refugee Program+ (IRP+)
  • Department: Programs, Case Processing
  • Grade Level: Level 3, Assistant, National

Primary Purpose

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This position is responsible for the processing of refugee case files under the direction of a designated Case Processing Supervisor.

Essential Duties

  • Completes all tasks related to refugee case processing as assigned by the unit Supervisor, ensuring strict adherence to the DOS/BPRM, USCIS, RPC, CWS and RSC Africa policies, guidelines and procedures.
  • Maintains complete and accurate records in START and physical files of all actions taken on a case.
  • Receives, creates, and completes new resettlement applications in START as per the laid out policies and procedures.
  • Creates physical files and updates data in START as appropriate.
  • Review cases to ensure they are good for Prescreen or USCIS interviews as per the laid out policies and procedures.
  • Schedules cases in START as per the calendar and matrix provided.
  • Requests security checks and updates data in START as appropriate.
  • Scans, renames and uploads documents in START.
  • Reviews and updates cases in readiness for the next stage in processing.
  • Reviews cases in START, in comparison with the physical file and completes travel packets for travel ready cases.
  • Conducts regular quality assurance checks at each processing step to ensure cases are consistently and correctly updated, both electronically and in the physical file.
  • Ensures strict compliance and adherence with the Integrity and Compliance Guidelines when working with refugee cases and communicating with implementing partners and applicants.
  • Occasional travel to different processing locations to distribute decision letters, conduct applicant counselling, scan documents on CIS circuit rides and collaborate with IOM during concurrent medical missions. Additionally, solicit refugee information for the purpose of case processing and updating.
  • Completes other duties as assigned by CWS/RSC Africa Management.

Experience

Qualifications:

  • Three (3) years of paid work experience is required
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Skills

  • Strong English communication skills, both oral and written
  • Demonstrated computer skills, especially with Microsoft Word, Excel and Outlook
  • Strong organizational and time management skills

Abilities

  • 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).

Education & Certifications

  • High school diploma or equivalent is required.

Important Requirements

  • 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

Interpreter Supervisor

Primary Purpose

The position is responsible for increasing and maintaining quality standards in the proper use of contract interpreters and child minders in both processing interviews and in cultural orientation trainings. The positon is also responsible for the recruitment and training of contract interpreters and child minders in all processing locations, while managing the Contractor Database, and ensures all contract and volunteer Interpreters /Childminders are screened and hired per set Program Integrity Guidelines. The position also is responsible for the development and updating of Interpreter & Childminder trainings curricula in coordination with the Program Integrity Specialist.

This position directly supervises the Senior Interpreter Support Assistants, Childminder Support Assistants and indirectly supervises Contract Interpreters and Childminders in other locations throughout Sub Saharan Africa that RSC temporarily contracts with.

Essential Duties

Compliance

  • Ensure all identification and hiring of contract interpreters/childminders in sub-Sahara Africa is performed with strict adherence to PRM Program Integrity Guidelines and USCIS Guidelines.
  • Develop standards for hiring contract Interpreters/childminders, including skills testing, when appropriate.
  • Establishes an on-boarding program that introduces Interpreters / Childminders to their role as contractors with RSC.
  • Maintain required records of Contract Interpreters/childminders, including police certificates, reference checks, and identification documents as per Program Integrity Guidelines.
  • Develops and regularly updates standard operating procedures for RSC staff in the proper use of interpreters and childminders.
  • Provides Contract Interpreter / Childminder hiring guidelines to RSC Africa staff including adherence to Program Integrity and USCIS Guidelines on hiring of Contract Interpreters.
  • Maintains current knowledge of the United States Refugee Admissions Program.
  • Travels periodically to field locations throughout sub-Saharan Africa.

Data Management and Analysis

  • Work closely with staff from the Data Integrity Department to ensure all work meets RSC quality standards and adheres to USRAP processing guidelines.
  • Establishes effective communication systems regarding data and ensures reports are accurate and efficient.
  • Reviews and updates, as appropriate, the Interpreter Contract, Interpreter Code of Ethics, Interpreter Application form, and any other documents signed by Contract Interpreters.
  • Regularly research and provides cost of living information per processing countries for payment scale implementation and approval.
  • Submits monthly reports on the status of Contract Interpreter/Childminder management, training, and compliance requirements.
  • Analyse interpreter/childminders needs in the region and provide projections / information that informs the decision of where interpreter recruitment, testing, and training will be completed.
  • Assists in Interpreter/childminder training and monitoring circuit ride projections.

Representation

  • Develops and maintains effective relationships with RSC implementing partners, including PRM, USCIS, IOM, UNHCR, RPC and domestic Resettlement Agencies.
  • Ensures partner and contract interpreter 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.

Performance Management

  • Provides direct supervision and leadership to Interpreter unit staff, including yearly performance evaluations, developing job descriptions, participating in hiring and coordinating leave.
  • Assist PS Manager develop and implement training modules for new staff and provide regular re-training and cross-training for staff within Interpreter unit.
  • Run quality checks (QC) and provide feedback to staff and/or other departments.
  • Conduct coaching, mentoring, feedback and corrective action plans where necessary.
  • Ensures establishment of performance expectations and communication, on-boarding and training.
  • Review and monitor team and individual progress towards unit goals. Identify training needs among Interpreter Support Assistant, and report to the PS Manager and Training Supervisor in order to prioritize training topics.
  • Evaluates and assesses training needs of Interpreter unit and takes the lead in organizing and providing trainings on a regular basis.
  • Monitors staff time and attendance.

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 staffs are safe in the field by coordinating with the RSC Staff Security Coordinator and disseminating information related to safety to staff in the field.

Program Administration

  • Acts as the point person for staff inquiries relating to contract interpreters and childminders.
  • Oversee and manage the daily workload of Interpreter Support Assistants in the Interpreter Unit.
  • Establishing goals, objectives, targets and deadlines that allow Interpreter unit staff compliance with BPRM set objectives and indicators/ Cooperative Agreement with CWS Africa.
  • Assists with annual plan and strategic planning goals as communicated by the Processing Support Management.
  • Updates and maintains the RSC Africa Interpreter Management System and the Childminder database.
  • Provides in-house training to RSC staff on how to effectively working with Interpreters and childminders.
  • Develop resources for use by Interpreters and RSC staff to further improve the efficient and effective use of Interpreters.
  • Develops a regular training schedule for all Interpreters/childminders; may be remote-based using technology.
  • Conducts training, testing, support and supervision of the Contract Interpreters and Childminders, both in the field and in Nairobi on a regular basis.

Experience

Qualifications:

  • Six (6) years related paid work experience is required.
  • 1.5 years’ experience as an Interpreter or as a Coordinator of Interpreters required.
  • One (1) year supervisory experience required.

Skills

  • Demonstrated ability to develop and deliver quality training programs.
  • Demonstrated computer skills for Microsoft Word, Excel, PowerPoint, Internet

Education & Certifications

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

Abilities

  • 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).

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.

Child-Minder Support Assistant

Primary Purpose

This position is responsible for the processing of refugee case files under the direction of a designated Case Processing Supervisor. 

Essential Duties:

  • Completes all tasks related to refugee case processing as assigned by the unit Supervisor, ensuring strict adherence to the DOS/BPRM, USCIS, RPC, CWS and RSC Africa policies, guidelines and procedures. 
  • Maintains complete and accurate records in START and physical files of all actions taken on a case. 
  • Receives, creates, and completes new resettlement applications in START as per the laid out policies and procedures. 
  • Creates physical files and updates data in START as appropriate.  
  • Review cases to ensure they are good for Prescreen or USCIS interviews as per the laid out policies and procedures. 
  • Schedules cases in START as per the calendar and matrix provided.  
  • Requests security checks and updates data in START as appropriate. 
  • Scans, renames and uploads documents in START. 
  • Reviews and updates cases in readiness for the next stage in processing. 
  • Reviews cases in START, in comparison with the physical file and completes travel packets for travel ready cases. 
  • Conducts regular quality assurance checks at each processing step to ensure cases are consistently and correctly updated, both electronically and in the physical file. 
  • Ensures strict compliance and adherence with the Integrity and Compliance Guidelines when working with refugee cases and communicating with implementing partners and applicants. 
  • Occasional travel to different processing locations to distribute decision letters, conduct applicant counselling, scan documents on CIS circuit rides and collaborate with IOM during concurrent medical missions. Additionally, solicit refugee information for the purpose of case processing and updating.
  • Completes other duties as assigned by CWS/RSC Africa Management.  

Qualifications: 

Experience:

  • Three (3) years of paid work experience is required

Skills: 

  • Strong English communication skills, both oral and written 
  • Demonstrated computer skills, especially with Microsoft Word, Excel and Outlook 
  • Strong organizational and time management skills

Abilities: 

  • 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).

Education & Certifications: 

  • High school diploma or equivalent is required.

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