Program Coordinator – International Hire

Position Title: Program Coordinator

Reports To: Country Representative

Division: Immigration & Refugee Program+ (IRP+)

Department: Programs

Job Location: Kigali, Rwanda

Grade Level: Grade 9, Coordinator, International

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 management of USRAP Processing and cultural orientation in Rwanda. This includes coordinating workflow for case processing units, Africa Regional Deployment Unit and Cultural Orientation units in Rwanda, ensuring that RSC processing priorities and targets are met and that standard operating procedures are strictly followed. The position is also responsible for coordinating among the various units, maintaining effective relationships with partners, and providing leadership on all processing and cultural orientation issues in Rwanda.

Essential Duties:

Compliance

1. Ensures all refugee case processing, cultural orientation and deployment functions within the Rwanda Program unit strictly adhere to DOS/BPRM, USCIS, RPC, CWS and RSC Africa policies, guidelines and procedures.
2. Maintains regular communication with the UNHCR Division for International Protection to ensure CWS RSC Africa deployments to UNHCR offices are compliant with all UNHCR policies.
3. Oversees the development, implementation, dissemination and monitoring of standard operating procedures (SOPs) for processing of refugees eligible for the US Refugee Admissions Program in Rwanda.
4. Leads regular departmental process reviews to compare requirements vs. current processing and outputs.
5. Monitors policy changes, identifies effects of such changes on the department’s internal SOPs and workflow, and ensures effective implementation of policy updates.
6. Conducts job function observations of Rwanda program staff to ensure compliance is met and identifies areas of improvement or training needs.
7. Oversees effective planning, coordination, execution, and monitoring of Rwanda Circuit Rides (CR) and deployments, including timely communication to external and internal partners, updating of CR reports and tools (partners report and CR portal), and timely dissemination of trip reports.

Data Management and Analysis

1. Ensures that Rwanda program activities are completed in an efficient and effective manner and reflect USRAP priorities for Sub-Saharan Africa.
2. Oversees the development and maintenance of departmental reports and quality control (QC) checks. Ensure reports are accurate and efficient.
3. Develops annual/monthly projections to inform Programs Division priorities, with a focus on Rwanda program activities.
4. Develops and implements department-specific pipeline analysis reports to inform workload and staffing projections, and to anticipate future workloads.
5. Coordinates with Nairobi, as needed, to efficiently allocate staff resources; and collaborates with Nairobi for improved processing efficiency across the division.
6. Establishes and maintains effective communication systems regarding data within the department and other program departments.

Representation

1. Maintains effective relationships with RSC Africa/USRAP partners, including PRM, USCIS, IOM, UNHCR, RPC and domestic Resettlement Agencies.
2. Ensures partner communication from the Rwanda Program unit is professional, timely and proactive.
3. Occasionally travels to field sites to meet with RSC Africa/USRAP partners and represent CWS/RSC Africa on processing or other programmatic matters.
4. Champions CWS policy, procedures, and organizational culture to Rwanda Program staff, and contribute to Programs Division strategies for ensuring staff fully understand and abide by CWS policies.
5. Ensures Rwanda Program staff are professional when representing CWS/RSC Africa to refugees, partners, the funder and colleagues.

Performance Management

1. Provides direct supervision and leadership to the Field Processing, Case Processing, Africa Regional Deployment Unit, and Cultural Orientation senior staff, including yearly performance evaluations, monitoring professional development, and coordinating leave.
2. Oversees the development and implementation of training modules for Rwanda Program staff, in coordination with the Country Representative and Programs Management in Nairobi, and ensures that staff receive all necessary training on different aspects of refugee processing.
3. Oversees that QCs are being conducted and feedback is being provided to staff and/or other departments.
4. Ensures coaching, mentoring, feedback and corrective action plans are being carried out across the department.
5. Ensures establishment of performance expectations and communication, on-boarding and training.
6. Develops departmental performance management systems, in coordination with the Country Representative and Programs Management in Nairobi, that support consistency in work outputs.
7. Maintains accurate and current job descriptions for the Rwanda Program Unit.

Staff Care

1. Ensures a safe, healthy and professional work environment.
2. Oversees the process of ensuring staff’s well-being while in the field.
3. Ensures direct reports are accessing and using their benefits appropriately including leave.
4. Actively support staff by promoting safe space, open-door and the escalation policy.
5. Establishes and communicates clear expectations to staff to foster a predictable and consistent work environment.

Program Administration

1. Develops strategic and annual plans for Rwanda Program Unit and closely monitors and tracks progress towards achievements of established annual goals and objectives.
2. Coordinates the deployment of Rwanda Program staff and resources to ensure timely flow of cases, in coordination with the Country Representative and Programs Management in Nairobi.
3. Determines annual departmental staff modelling, and quarterly travel projections, which contribute to Programs annual budget.
4. Manages Programs Division inputs to human resources activities for all Rwanda Program staff, including hiring, evaluations, leave management, and disciplinary actions.
5. Oversees the use of the budget as it relates to Rwanda Program and monitors effective and appropriate use of resources across the unit.
6. Ensures effective circuit ride and deployment coordination with logistics, finance, and security including travel projections, site clearances, security updates, news from the field, expense reports and financial management.

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

Qualifications:

Experience:

• Eight (8) years of relevant paid work experience is required.
• Three (3) years of direct supervisory experience with responsibility for hiring, evaluating performance, administering corrective action and directing day to day work is required.
• Demonstrated management experience with a refugee serving/processing agency(s) preferred.
• Previous experience at an RSC required.

Skills:

• Thorough knowledge and comprehensive understanding of the US Refugee Admissions Program and START database.
• Detailed knowledge of case processing SOPs and the role of START in case processing.
• Advanced computer knowledge, specifically with MS Access, MS Outlook, MS Excel and other statistical analysis programs.
• Strong English communication skills, both oral and written.
• Strong analytical skills and excellent report-generation skills with the ability to understand, process and document information for a variety of audiences.
• Strong supervisory skills and understanding of performance management systems.
• Excellent organizational and time management skills.

Education & Certifications:

• Bachelor’s Degree in a related field required. or four (4) years of paid work experience in lieu of a Bachelor’s Degree required
• Master’s Degree preferred

Abilities:

The Program Coordinator must have the ability to:

• Work and make decisions independently and contribute to overall operations at management levelsMaintain 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).

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.

Special Requirements:

• COVID Vaccination is required 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 Kigali, Rwanda
• 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 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.
• International applicants must be legally eligible to work and obtain a work permit in Rwanda.
• 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