Program Support Coordinator (National Position)

Job Description

Background/IRC Summary: The IRC has a rich history of assisting refugees to apply for United States resettlement, from its founding in 1933 to help vulnerable individuals escape Nazi-occupied Europe, to pioneering the Joint Voluntary Agency which assisted Indochinese refugees for 22 years, to operations in Croatia, Sierra Leone and Sudan. Since 2005, RSC Asia has resettled over 180,000 refugees to the United States.

Based in Bangkok with field offices in Thailand and Malaysia, the IRC Resettlement Support Center (RSC Asia) is funded by the US State Department Bureau of Population, Refugees, and Migration (PRM) to assist persons throughout Asia seeking permanent resettlement to the United States. Responsible for a portfolio of 37 countries, the RSC: prepares refugee applications for the United States Refugee Admissions Program (USRAP) using START (a State Department–managed data system that supports the arrival and resettlement of refugees through technology); provides information to resettlement agencies about arriving refugees; and offers cultural orientation training to refugees bound for the United States.

Job Overview/Summary: The Program Support Coordinator ensures high-quality and efficient support is provided for all RSC activities in Thailand and the region (excluding Malaysia). This position is part of the senior management team with oversight of the day-to-day functions of three department(s): Interpreter and Translation Services, Case Creation, Scheduling and Records, and Inquiries and Outreach. This position is the primary focal point for the review and dissemination of relevant processing guidance to their department(s). The Program Support Coordinator will work closely with all RSC departments to ensure that appropriate resources (i.e. human or logistical) have been allocated and are in place to meet RSC Program needs. This position reports to the Senior Program Coordinator for Thailand and the Region.

Major Responsibilities: Programmatic Support: Interpreter & Translation Services • Provide direct supervision and support to the Senior Program Support Manager in Bangkok and the Senior Staff Interpreter in Mae Sot • Oversee and Sub-contract interpreters on recruitment, compliance, training, monitoring, and provide general management • Maintain capacity of RSC Asia to meet ongoing language needs for Thailand and Regional caseloads. With the Casework Coordinator, identify current and future language needs of the RSC in Thailand and the Region • Interview prospective interpreters for suitability and provide interpreter training to new recruits. Ensure compliance with USRAP Integrity and Compliance Guidelines • Review translations as necessary for consistency and flow; liaise with interpreters to correct any deficiencies found • Provide technical management and support for the Bangkok and Mae Sot based interpreter teams • Assist in sharing feedback from interpreter and staff M&E with respective managers, as appropriate • Ensure that interpreter capacity meets the needs of the RSC Thailand operation

Case Creation, Scheduling & Records • Provide direct supervision and support to the Senior Program Support Manager • Ensure timely case file creation of all received submissions; particularly special caseloads and expedites • Collaborate closely with Casework Management to assess new referrals and their impact on Prescreen and USCIS scheduling • Monitor deadlines to ensure the timely scheduling, verifications, and preparation of case files for prescreening and USCIS circuit rides • Monitor and ensure appropriate follow-up on high profile cases/caseloads • Oversee completion of the semi-annual audits on case file locations of RSC library in Bangkok and Mae Sot and ensure continuation of systematic transfer of case files to be in line with RSC guidelines

Inquiries & Outreach • Provide direct supervision and support to the Inquiries & Outreach Manager • Assist in helping to resolve complex or difficult case inquiries and ensure appropriate follow-up • Help to conduct outreach activities with USRAP partners, as needed • Act as focal point for Information Campaign activities and resources • Work with senior management to identify and develop Information Campaign messaging as well as communication SOP as needed

Key Partners and Donor Relations • Participate in weekly calls with donor representatives. • Represent the RSC at meetings with USRAP partners on a regular basis. • Assist in maintain excellent strategic relationship with program partners, including the Regional Refugee Coordinator, USCIS, UNHCR, IOM and other partner organizations. • Coordinate with MOI, UNHCR and IOM regarding exit permit of processing refugees.

Operational Functions • Participate in BID analysis with operations team as needed. • Participate in BVA meetings as needed.

Staff Management

• Provide daily supervisory and management support to direct reports. • Identify job objectives and training needs for all direct reports and recommend actionable development opportunities for staff. • Maintain job descriptions to ensure positions are aligned with grant objectives and provide performance feedback on a regular and timely basis. • Maintain open and professional relations with team members, promoting a strong team spirit and providing oversight and guidance to enable staff to successfully perform in their positions. • Act as a champion and ensure staff adhere to The IRC Way: Standards for Professional Conduct.

Others • Conduct quarterly meetings with Casework, Case Processing, and Cultural Orientation Coordinators quarterly. • Perform other duties as assigned.

Key Working Relationships

Position Reports to: Senior Program Coordinator

Position directly supervises: Senior Program Support Manager, Bangkok

Senior Staff Interpreter, Mae Sot

Inquiries & Outreach Manager, Bangkok Indirect Reporting: Other Internal and/or external contacts: Internal: All RSC Thailand staff, IRC Thailand Operations and Administrative Staff External: USRAP Partners, including IOM, UNHCR and the Regional Refugee Coordinator Contract interpreters Vendors and suppliers

Qualifications

Job Requirements Education: • Bachelor’s degree required. Master’s degree preferred.

Work Experience: • Minimum of three years of progressive program management experience required • Minimum two years people management experience with a multi-cultural staff required • Experience in overseeing basic HR, finance and supply chain functions is highly desired. • Past experience working with the USRAP preferred.

Demonstrated Skills and Competencies: • Proactive, well-organized, flexible, and able to work effectively with partners and colleagues in a fast-paced, multi-cultural environment. • Able to demonstrate a high level of professionalism while implementing IRC RSC policies and procedures • Demonstrated ability to manage deadlines and adapt to changing environment. • Both team and detail oriented and able to think and work independently under pressure • Solid organizational and program implementation skills with the ability to handle multiple tasks, set priorities, effectively manage time, and meet deadlines. • Problem-solver adept at providing solutions and responding well in an environment of constant change. • Comfortable being a proactive member of the senior management team, able to identify and communicate potential problems and solutions. • Able to review and develop policies and procedures for the department. • Strong interpersonal skills; able to lead staff and change and productivity in a pleasant work environment • Familiar with basic HR, Finance and Supply Chain policies, and able to coordinate activities between Program and Operations staff • Excellent written and oral communication skills including the ability to communicate effectively with colleagues and partners in a cross-cultural environment. • Service-oriented attitude • Willing and able to travel both domestically and internationally, including remote locations.

Language Skills: • Fluency in both written and spoken English and Thai required • Working knowledge of a refugee language helpful • High level of computer literacy and proficient in MS Office applications (Word, Excel, Power Point, Outlook) is required.

Working Environment: The position is currently located at the RSC office in Bangkok, Thailand but is subject to change (within the region) based on changing programming needs and/or at the request of the donor. The position will require domestic travel to support Program delivery of USRAP processing throughout Thailand, including to remote border areas. Limited international travel should also be expected. A valid passport and the ability to acquire US and other visas, as necessary, is a requirement.

The employee is required to adhere to The IRC Way for professional conduct, as well as to be in compliance with all relevant IRC and donor policies and procedures while carrying out his/her duties.

Standards of Professional Conduct: The IRC and IRC workers must adhere to the values and principles outlined in the IRC Way – Code of Conduct. These are Integrity, Service, Accountability and Equality. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Harassment-Free Workplace, Fiscal Integrity, Anti-Retaliation, Combating Trafficking in Persons and several others.

Equal Opportunity Employer: IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status, disability or any other characteristic protected by applicable law.