Senior Program Support Manager (National Position)

Work Arrangement:

Job Description

Background/IRC Summary: 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. RSC Asia is based in Bangkok, Thailand, with a sub-office in Kuala Lumpur, Malaysia.

Job Overview/Summary: The Senior Program Support Manager ensures a high level of services on behalf of refugee applicants to the USRAP through leadership, supervision, and quality control of the Records and Scheduling, and the Inquiries and Outreach teams in all RSC processing locations in Thailand and the region (excluding Malaysia). The Senior Program Support Manager 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. The position will also perform other office functions outside of the general responsibilities as assigned by their immediate supervisor.

Major Responsibilities:

Programmatic Functions: Case Creation:

- Monitor, create and analyze submissions, caseload pipeline statistics and alert the relevant Coordinators and Managers of trends, and ensure timely case file creation and quality control (QC). - Provide monthly submission report to external partners.

Scheduling:

- Manage, monitor, and supervise deadlines to ensure the timely scheduling and preparation of call list and case files for prescreening, AOR screening, DNA collection, USCIS and Follow-up, USCIS interview, and circuit rides for Thailand and Regional caseload. Coordinate and work closely with RSC managers and/or senior managers to ensure requested cases are scheduled in a timely manner. - Coordinate closely with Senior Program Coordinator, Senior Operations Coordinator, relevant Coordinators to organize and schedule Prescreening, USCIS and follow-up casework Circuit Rides. Communicate with USRAP partner agencies regarding submission deadlines and upcoming processing plans via email or phone. - Communicate and follow up with local authorities, the US Embassy, and UNHCR colleagues for planned RSC activities in urban and provincial Immigration Detention Centers (IDC).

Records/Library:

- Provide daily oversight of the RSC-Bangkok library, ensure a successful completion of semi-annual audits on case file locations, smooth transfer of files to and from other RSC work sites or USCIS offices in Thailand and the Region, and movement pre/post closed cases to be in line with RSC guidelines. - Work with Reports team to ensure case data in START and the RFID system are matched and that all files are accounted for in file audits.

Inquiries and Outreach

- Provide direct supervision and support to the Inquiries and Outreach Team. - Assist in helping to resolve complex or difficult case inquiries and ensure appropriate follow-up. - Assist in planning and conducting outreach activities with camp and regional caseloads, as needed. - Lead and ensure quality control of Inquiries and Outreach activities including timely responses to refugee inquiries.

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. - 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. - Act as a focal point for internal communication for library, case creation, scheduling, and Inquiries and Outreach related queries, including START. - Ensure SOPs for case creation, scheduling, Inquiries and Outreach, and library are reviewed and kept up to date.

Key Working Relationships: Position Reports to: Program Support Coordinator Position directly supervises: Inquiries and Outreach Manager Senior Program Support Officer Program Support Officer

Indirect Reporting: Senior Program Coordinator Other Internal and/or external contacts: Internal: All RSC Thailand staff IRC Thailand Operations and Administrative Staff External: USRAP Partners, including IOM and UNHCR, RTG/ MOI, contract interpreters, vendors and suppliers

Qualifications

Job Requirements: Education: University Degree in any field

Work Experience:

- At least three years of relevant professional experience required - Minimum one-year management experience, managing team performance and projects, required - USRAP processing or other NGO experience is preferred - Previous work in a multi-cultural environment is preferred

Demonstrated Skills and Competencies:

- Excellent interpersonal skills: ability to communicate and work effectively and professionally with partners and colleagues in a cross-cultural environment - Solid organizational skills with the ability to juggle multiple tasks, set priorities, effectively manage time, and meet deadlines and work well under pressure in a fast-paced team environment - Demonstrated flexibility and ability to manage deadlines and adapt to changing environment. - Service oriented mind and attitude, and the ability to work independently under pressure. - Problem-solver who takes initiative to provide solutions - High level of professionalism, integrity, and ability to maintain confidentiality - Good team player, strong analytical skills and able to think and work independently when needed - Proven proactive people management and leadership skills, leading a team and promoting productivity in a positive work environment - Able to manage team’s performance and provide regular effective feedback - Able to review and develop policies and procedures for the department and proactively suggest areas for improvement - Able to ensure compliance of policies and procedures by team members; with a professional and constructive attitude - Able to train in large and small group settings - Ability to take direction from supervisors and cooperate with teammates - Able to travel whenever required, both domestically and internationally

Language and Computer Skills:

- Excellent verbal and written English language skills required. - Working knowledge of a refugee language is desirable. - High level of computer literacy and proficient in MS Office applications (Word, Excel, Power Point, Outlook) is required. - Proven advanced data entry skills with extreme accuracy, attention to detail, and self-checking abilities.

Working Environment: The position is currently based in Bangkok in an urban office environment. The position may require both domestic and international travel to support delivery of USRAP processing within Thailand and throughout the region. 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 based on 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.