Program Support Manager

Job Description

Program Brief

Founded in 1933, International Rescue Committee (IRC) is one of the world’s leading agencies working in post-conflict and development contexts, supporting communities in over 40 fragile, failed and developing states. In this capacity, we work to restore safety, dignity and hope to millions who are uprooted, struggling to endure and wishing to advance on a path of development.

The Resettlement Support Center Asia (RSC Asia), funded by the US State Department Bureau of Population, Refugees, and Migration (PRM), assists persons throughout Asia seeking permanent resettlement in the United States. Responsible for a portfolio of 37 countries, RSC Asia: 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.

Purpose of the Role

The Program Support Manager is responsible for the daily management of the Program Support team and the Inquiries and Outreach team. The Program Support Manager is responsible for management of submissions, case creation, scheduling for both RSC Asia Prescreen and USCIS Interviews in Bangladesh and have oversight for case inquiries and outreach activities. This position is also responsible for the oversight of the records (file) library. This position supervises staff under the Program Support Officers, and both the Senior and Inquiries and Outreach Officers. This position reports to the Program Support Coordinator.

Highlights of Key Responsibilities

Case Creation & Scheduling:

· Monitor timeline for case creation and scheduling of refugee cases in START meet the necessary processing guide’s requirement for USRAP processing in line with established targets and deadlines.

· Perform quality control (QC) procedures weekly once case creation and schedules are completed and submit month report of trends to supervisor.

· Manage deadlines to ensure the timely scheduling and preparation of case files for prescreening and USCIS circuit rides.

· Collaborate closely with Casework Management to assess new referrals and impact on RSC Asia Prescreen and USCIS scheduling.

Records/Library:

· Monitor communication within the program support team and other departments are completed in a timely and professional manner.

· Implement systematic management of record (file) movement within RSC Asia’s processing locations in Bangladesh.

· Monitor and perform quality checks to ensure accurate codes in both library and/or the RFID system accurately corresponds with the barcode label on each case folder.

· Lock and secure Cox’s Bazar library access and ensure security of all case files.

· Review library authorization access quarterly for authorized library personnel.

· Monitor management of the record library organization and keep the library tidy and clean.

Inquiries & Outreach

· Provide direct supervision and support to the Senior Inquiries & Outreach Officer.

· Perform quality control checks on weekly monitoring reports and tools to provide ongoing analysis of processing priorities.

· Assist in helping to resolve complex or difficult case inquiries and ensure appropriate follow-up is completed in a timely manner in compliance with the USRAP START Processing and the Integrity and Compliance Guides.

· Help to conduct outreach activities with USRAP partners, as needed.

Others:

· Other duties as assigned by supervisor or Senior Program Coordinator.

Staff Management

· Provide daily oversight of the RSC Asia’s Program Support team.

· Provide onboarding training for new staff and refresher training for team members in case creation, records maintenance, and scheduling tasks in line with necessary USRAP processing guides.

· Directly supervise and support the Program Support Officers, and both the Senior and Inquiries and Outreach Officers.

· Provide performance feedback on a timely and regular basis.

· Conduct mid-year and annual Performance Evaluations.

· Act as a champion and ensure staff adhere to The IRC Way: Standards for Professional Conduct.

Communication

· Collaborate with Interpreter Services Manager/team to ensure interpreters are scheduled accurately for RSC Asia pre-screening and USCIS interviews as needed.

· Act as focal point for internal communication concerning record (file) library movement, case creation and scheduling related queries.

· Coordinate with operations team for file shipment to all RSC Asia’s processing locations within Bangladesh and internationally.

Qualifications

Education

· University Degree in any field

Work Experience

· At least 5 (five) years of relevant professional experience in interpretation services is required.

· Resettlement processing or other NGO experience is preferred.

· Previous work in a multicultural environment is preferred.

Demonstrated Skills and Competencies

· High level of professionalism while carrying duties per the USRAP Integrity and Compliance guidelines.

· Demonstrated ability to effectively manage time and meet deadlines, and work well under pressure in a fast-paced team environment.

· Ability to support activities through good listening and analytical skills.

· Able to juggle multiple tasks simultaneously.

· Strong communication skills with a demonstrated ability to communicate and work effectively and professionally with partners, colleagues, interpreters and refugee clients.

· Excellent interpersonal and cross-cultural communication skills

· Flexible and willing to learn and take on new tasks

· Mature, positive attitude and able to work under pressure

Language and Computer Skills

· Excellent verbal and written English language skills required.

· Working knowledge of a Rohingya language is required.

· Computer Literacy –competence in Ms Office i.e. Word, Excel, and PowerPoint, Outlook desired

Certificates or Licenses

· Not applicable, unless required by law and/or organization to carry out official duties.

Others:

· Ability and willingness to travel when required.

Standard of Professional Conduct

IRC and IRC employees are required to abide by the values and principles outlined in the IRC Way – Code of Conduct which are Integrity, Service, and Accountability. In accordance with these values, 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.

Gender Equality & Equal Opportunity

We are committed to narrowing the gender gap in leadership positions. We offer generous benefits that provide an enabling environment for women to participate in our workforce including parental leave, gender-sensitive security protocols and other supportive benefits and allowances. We welcome and strongly encourage qualified female professionals to apply.

We are an equal opportunity employer and value diversity at our organization. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Are you ready to join the most dynamic team?

Working Environment

The position is currently based in Cox’s Bazar. The position requires domestic travel to support delivery of USRAP processing within Bangladesh

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 job responsibilities.