Program Support Coordinator

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 Coordinator ensures high-quality and efficient support is provided for all RSC Asia activities in Bangladesh. This position is part of the senior management team with oversight of the day-to-day functions of four department(s): Interpreter and Translation Services, Case Creation, Scheduling and Records, Inquiries and Outreach and Cultural Orientation. 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 Asia departments to ensure that appropriate resources (i.e. human or logistical) have been allocated and are in place to meet RSC Asia program needs. This position reports to the Senior Program Coordinator.

Highlights of Key Responsibilities

Programmatic Functions:

Interpreter & Translation Services

· Provide direct supervision and support to the Interpreter Services Manager

· Oversee all interpreters on recruitment, compliance, training, monitoring, and provide general management

· Maintain capacity of RSC Asia to meet ongoing language needs for the Bangladesh caseloads.

· Interview prospective interpreters for suitability and provide interpreter training to new recruits.

· Ensure compliance with USRAP Integrity and Compliance Guidelines

· Assist in sharing feedback from interpreter and staff monitoring and evaluation with respective managers, as appropriate

· Ensure that interpreter capacity meets the needs of the RSC Asia Bangladesh operation

Case Creation, Scheduling & Records

· Provide direct supervision and support to the 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 interview 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

· Lead completion of the semi-annual audits on case file locations of RSC Asia library in Bangladesh and ensure continuation of systematic transfer of case files to be in line with USRAP processing guides.

· Review library authorization access quarterly for authorized library personnel

Inquiries & Outreach

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

· 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.

· 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.

Cultural Orientation

· Collaborate closely with RSC Asia’s Cultural Orientation and Training Coordinator based in Thailand to align the cultural orientation course content within the RSC Asia Bangladesh team.

· 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 cultural orientation delivery

Key Partners and Donor Relations

· Act as primary focal point for external communications with partners and donors.

· Participate in weekly calls with donor representatives.

· Represent the RSC at meetings with USRAP partners on a regular basis.

· Assist in maintaining excellent strategic relationships 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.