Case Processing Manager – South Africa National Hire At Church World Service

Position Title: Case Processing Manager

Reports To: Program Coordinator

Division: Immigration & Refugee Program+ (IRP+)

Department: Programs, Case Processing

Job Location: Pretoria, South Africa

Grade Level: Grade 8, Manager, National

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 manages sections of the Case Processing department. This includes overseeing processing in Case Intake, Scheduling, Namechecks, USCIS Admin, Projects, Sub-Office Support, Projections Specialist, Medicals and Assurances and Travel Processing. This position works closely with the other Case Processing Managers, Case Processing Coordinator, Program Coordinate, Senior Processing Coordinator, Refugee Communication Coordinator, Field Processing Coordinator, Field Processing Manager, Cultural Orientation Coordinator, Circuit Ride Manager, Circuit Ride Coordinator, Training Manager, Data Integrity Manager, Senior Field Travel Coordinator and RSC Africa Deputy Director.

Essential Duties:

Compliance

1. Oversees sections processing functions to ensure integrity and strict adherence to the DOS/BPRM, USCIS, RPC, CWS and RSC Africa policies, guidelines and procedures;
2. Ensures development, implementation, dissemination and monitoring of standard operating procedures (SOPs) for processing of refugees eligible for the US Refugee Admissions Program in sub-Saharan Africa and specifically ensures their designated SOPs are up-to-date and adhered to;
3. Demonstrates proficiency in START;
4. Ensures development and consistent use of workload, quality checks and output reports;
5. Establishes systems to ensure that there is consistency in processing, communication with partners and feedback within the department;
6. Identifies process reviews that need to be carried out and coordinates with the Training unit;
7. Carries out periodic manager level quality checks of START data and physical files;
8. Establishes monitoring systems and ensures that they are used consistently to ensure compliance.
9. Implements and oversees projects in the department;

Data Management and Analysis

1. Develops unit specific data analysis reports to inform workload projections, anticipate future workload, and plans resources accordingly;
2. Monitors turnaround time for START clearances to effectively identify bottlenecks, backlogs and clean-ups to ensure that cases are processed in an efficient and timely manner;
3. Coordinates with Data Integrity to ensure that all appropriate reports are prepared and distributed in a timely manner;
4. Reviews and distributes unit specific reports as agreed upon internally and externally;
5. Is the point person for staff inquiries relating to processing;
6. Participates in strategic planning and development of Case Processing annual plans;
7. Reviews travel packet and departure projections.

Representation

1. Develops and maintains effective relationships with RSC implementing partners, including PRM, USCIS, IOM, UNHCR, RPC and domestic Resettlement Agencies;
2. Monitors RSC Africa group mailboxes and communication with partners to ensure that it is professional, timely and accurate;
3. Represents CWS RSC Africa at meetings with implementing partners including USCIS, UNHCR, IOM Medicals and IOM Operations as necessary;
4. Occasionally travels to field sites to meet with UNHCR, IOM or other partners to represent CWS RSC Africa on processing or other operational matters;
5. Takes the lead in periodic calls with RPC as needed.

Performance Management

1. Provides direct supervision and leadership to the Case Processing Supervisors, including probationary, quarterly and yearly performance evaluations;
2. Reviews probationary, quarterly and yearly performance reviews carried out by Supervisors, before completion in system;
3. Oversees the development and implementation of training modules for Case Processing staff;
4. Develops performance management systems that ensure that QCs are being conducted and feedback is being provided to staff and/or other departments in a timely manner;
5. Reviews data and QC reports to identify training needs and facilitates training and coaching;
6. Ensures that training, coaching, mentoring, feedback and performance improvement plans are being carried out in the units.

Staff Care

1. Monitors and ensures a safe, healthy and professional work environment;
2. Actively supports staff by promoting safe space, open-door and the escalation policy;
3. Establishes and communicates clear expectations to staff to foster a predictable and consistent work environment;
4. Ensures that reasonable working resources are availed to staff in the unit;
5. Monitors time and attendance records for supervisors;
6. Ensure direct reports are accessing and using their benefits appropriately including leave.

Program Administration

1. Participates in development of job descriptions and takes the hiring manager role for SCPA, CPA II and CPA positions;
2. Ensures that positions are staffed as budgeted;
3. Coordinates asks on behalf of the other Case Processing Managers during times of absence;
4. Completes duties as assigned by CWS/RSC Africa Management.

Qualifications:

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

Experience:

• Eight (8) years of paid work experience is required.
• Two (2) years of direct supervisory experience is required.
• Minimum two (2) years work experience at RSC Africa 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:

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

Abilities:

• work and make decisions independently and contribute to overall operations at management levels
• exercise good judgment and seek guidance as appropriate when confronted with unanticipated problems in the field;
• Travel as needed in sub-Saharan Africa on short notice and often under difficult conditions to meet demands of a dynamic operational program;
• maintain 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;
• Work well as a team in a multi-cultural environment while maintaining a high level of motivation;
• Actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP).

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.

Special Requirements:

• COVID Vaccination is strongly recommended 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 Pretoria, South Africa.
• 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.
• Driver’s License Code 08.
• Background check, which includes references and an educational 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.
• Internationals – International applicants must be legally eligible to work and obtain a work permit in South Africa OR A valid U.S. passport and the ability to maintain a valid U.S. passport throughout the entire appointment is required, which includes having enough passport pages for travel.
• 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.

Disclaimer: Please note that this position is subject to the approval of funding and only upon approval will the position be filled.