TZ – Refugee Communications Specialist (N) at Resettlement Support Center (CWS RSC Africa)

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 based on race, color, religion, sex, national origin,
gender identity, genetic information, age, disability, or veteran status
in employment or in the provision of services.
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Primary Purpose:
The
position is responsible for case management review of USRAP cases, as
required for refugee and partner case inquiries. They will be tasked
with refugee and partner inquiry responses, updating START, submitting
data, liaising with partner offices on deferrals and handling walk
in/gate inquiries in Tanzania. This position works closely with the
Senior Case Processing Assistant and Case Processing Assistant II role
on workload and work-plan management. The position reports to a
Correspondence Supervisor based in Nairobi, Kenya.

Essential Duties:

• Completes all tasks related to USRAP processing as assigned by the Supervisor in accordance with set policies and procedures.
• Demonstrates proficiency in START including completing accurate records and updates in START and the physical file.
• Conduct
  case management through a review of USRAP cases, ensuring their
  readiness for the next stage in processing. This includes following up
  with the relevant RSC Africa processing teams to effect the needed
  changes in processing.
• Handle START assigned Correspondence
  action items including, but not limited to contact update follow-up and
  case composition changes.
• Responds to case status inquiries from
  Refugees and Partners, Attorneys, Resettlement Agencies, and Congress,
  either electronically (email) or via physical letter, with strict
  adherence to the PRM/RPC issued Integrity and Compliance Guide (ICG).
• Write deferrals and info memos, and correctly update responses in START and physical file if needed.
• Prepare, QC and share partner monthly reports (Case Status & Holds reports) on a timely manner.
• Attend partner meetings to discuss the Hold’s report and other matters as requested.
• Takes
  a lead role on Refugee Communications projects including being the
  point of contact, planning workflow, implementing work processes,
  identifying reporting parameters, and performing quality checks on
  assigned tasks.
• Recommend work plans, pipeline reviews, and
  clean-up projects through a review of daily unit reports, QC reports and
  overall workload.
• Recommends, prepares, and facilitates
  trainings based on the case management approaches and pipeline review in
  collaboration with the Supervisor. Provides feedback on process reviews
  and scheduled dry runs as needed.
• Assists in the development of Refugee Communication onboarding plans, training modules and their implementation as required.
• Manage the Refugee Communications group mailboxes as assigned – refugee mailbox; deferral mailbox; and partner mailbox.
• Handles
  unscheduled visits by refugee applicants in Tanzania by strict
  compliance and adherence to the Integrity and Compliance Guidelines when
  working with refugee cases.
• Provide case status updates to
  refugees through approved open hours in the Tanzania offices as part of
  Public Information Outreach or other travel location as needed.
• Takes
  the lead role in hiring and payment of interpreters as requested on
  circuit rides, for translation of documents received from refugee
  inquiries or other approved case counselling sessions.
• Occasional
  travel to different processing locations to distribute decision
  letters, conduct applicant counselling, scan documents on CIS circuit
  rides and collaborate with IOM during concurrent medical missions.
  Additionally, solicit refugee information for the purpose of case
  processing and updating.
• Assist Correspondence Supervisor in the preparation of CWS Internal Correspondence Monthly reports.
• Work with Public Information Unit in capturing updates from Uganda operations in the CWS RSC Africa monthly internal newsletter.
• Completes other duties as assigned by CWS/RSC Africa Management.

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Qualifications:
Experience:

• Five (5) years of paid work experience is required.
• One (1) year communications experience is required
• Prior paid work experience with CWS Africa is preferred.

Skills:

• Strong written and verbal English skills
• Strong verbal Swahili skills preferred
• Demonstrated computer skills, especially Microsoft Word, Excel, and Outlook
• Strong organizational and time management skills
• Maintain a high-performance standard with attention to detail
• Take initiative in the development and completion of projects

Education & Certifications:

• Bachelor’s Degree required, or four years of paid work experience in lieu of a Bachelor’s degree required.

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Abilities:

• Manage large and diverse workload under pressure with competing priorities.
• Maintain the integrity of official records.
• Analyze and solve complex problems and make sound decisions.
• accurately type 35 wpm with a 93% accuracy rating.
• follow instructions from the Supervisor with a positive and receptive attitude.
• deal
  effectively and courteously with a large number of associates, outside
  agencies, refugees, and members of the general public.
• conduct oneself in a professional and courteous manner to represent the best interests of RSC Africa and CWS/IRP.
• pass
  the job knowledge assessments with score of 80% or higher; pass a job
  knowledge assessment in order to be confirmed at the end of probation.
• take initiative in the development and completion of projects.
• lead others and address issues as they arise.
• maintain strict confidentiality with RSC Africa administrative and operational information.
• effectively manage RSC Africa’s resources.
• Work with minimal supervision
• Maintain a high-performance standard with attention to detail.
• Work independently and contribute to overall operations of RSC Africa.
• Actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP).

Important Requirements:

• Strong English communication skills, both oral and written.
• Ability to work in a multi-cultural environment is required.
• Commitment to diversity, equity, and inclusion and willingness to support CWS’ Platform on Racial Justice as a CWS employee.

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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 Kasulu, Tanzania
• This position requires use of laptops at all times, 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
• Background check which includes references,
  and an educational and 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.
• 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. 

MODE OF APPLICATION