The IRC has a rich history of assisting refugees to apply for U.S. 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. Over the years, IRC has processed some half million refugees worldwide for resettlement to the United States.
Based in Bangkok with field offices in Thailand and Malaysia, the IRC Resettlement Support Center (IRC-RSC) assists persons throughout Asia seeking permanent resettlement in the United States. RSC prepares refugee applications for the U.S. Refugee Admissions Program (USRAP), provides information to resettlement agencies about arriving refugees and offers Cultural Orientation training to those refugees bound for the U.S.
Job Overview/Summary
The RSC Program Support Coordinator ensures a high level of services on behalf of refugee applicants to the USRAP through leadership and supervision of the Interpreter Services, Inquiries & Outreach, Records & Scheduling and Cultural Orientation teams for the RSC sub-office in Malaysia. Part of the leadership team, the Program Support Coordinator will work closely with all RSC departments to ensure that required resources, i.e., human, or logistical, have been allocated and are in place to meet RSC Program needs, and that appropriate Cultural Orientation training is delivered to departing refugees.
Major Responsibilities:
Inquiries & Outreach
• Lead all Inquiries and Outreach related activities including timely case inquiry follow up and quality control
• Assist in resolving complex case inquiries and ensure appropriate follow-up
• Coordinate outreach activities with refugee community organizations
• Act as focal point for identifying and developing Information Campaign messaging, activities, and resources
Interpreter Services
• Regularly review and update, as needed, IRC Malaysia’s Incentive Worker Framework and related documents
• Ensure Monitoring and Evaluation of all IS related activities are carried out regularly and results are disseminated accordingly
• Ensure that interpreter capacity meets the needs of the RSC Malaysia operation
Records and Scheduling
• Lead all aspects of submissions, pipeline statistics, case creation and scheduling activities including the preparation of relevant regular reports • Ensure timely case file creation and quality control of monthly submissions
• Coordinate all RSC KL file library related activities including the running of regular audits on case file locations, file requests and shipments
Cultural Orientation
• Collaborate closely with the Thailand-based CO Coordinator to align course content within the RSC
• Ensure that appropriate monitoring and evaluation protocols are in place for program consistency and accuracy in messaging
• Oversee planning and implementation of logistical aspects of CO delivery
Staff Management
• Provide direct supervision and support to the Program Support Manager, Interpreter Services Manager and Cultural Orientation Manager
• Conduct regular staff meetings for teams and one-on-one meetings with each direct report
• Provide performance feedback on a regular basis and in a timely manner
• Ensure completion of mid-year and annual Performance Management Evaluations for all relevant team members
• Identify and implement training and development opportunities for staff
• Ensure all activity is regularly monitored for quality control, through regular report follow-up as well as routine spot checks
General Program Support
• Assist in monitoring and analysis of the Malaysia pipeline, alerting senior program management of trends
• Ensure adherence to all IRC and RSC policies and procedures, including all components of the USRAP Integrity & Compliance module, and START SOPs
• Participate in Pre/Post Coordination, KL Management and other meetings as the need arises
• Represent the RSC at meetings with USRAP partners as the need arises
• Perform other duties as assigned
Key Working Relationships:
Position Reports to: Senior Program Coordinator Position directly supervises: Program Support Manager
Cultural Orientation Manager
Interpreter Services Manager
Indirect Reporting: Deputy Director
Other Internal and/or external contacts:
Internal: All IRC Malaysia Staff
Program Coordinators for Casework and Case Processing
Operations Coordinator
Senior Program Coordinator, RSC Bangkok
CO Coordinator, RSC Thailand
External: USRAP Partners; IOM and UNHCR
Interpreter Contractors and Vendors
Cultural Orientation Resource Exchange (CORE) (primary contact is Thailand based CO Coordinator)
Job Requirements
Education:
• University Degree
Work Experience:
• Minimum of three years of program management experience including experience in leading a multi-cultural team
• In depth knowledge of the U.S Refugee Admissions Program (USRAP)
Demonstrated Skills and Competencies:
• High level of integrity and professionalism while implementing IRC-RSC guidelines
• Flexible and able to work in a fast-paced, multi-cultural environment
• Ability to review and develop policies and procedures for the department.
• Excellent interpersonal skills, including the ability to work effectively with partners and colleagues in a cross-cultural, multi-disciplinary environment.
• Strong organizational skills with the ability to balance multiple tasks, set priorities, efficiently manage time, and meet deadlines.
Language Skills:
• Excellent written and spoken English
• High level of digital literacy and solid understanding of MS Office applications (Word, Excel, Power Point, Outlook) is required.
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
Working Environment:
The employee must adhere to the values and principles outlined in IRC Way - Standards for Professional Conduct as well as to be in compliance with all relevant policies and procedures while carrying out their duties. These are Integrity, Equality, Service, and Accountability. In line with these values, the IRC operates and implements policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.
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