Kenya: Processing Support Coordinator

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Organization: Church World Service
Country: Kenya
Closing date: 29 Jun 2018

Job Title: Processing Support Coordinator

Grade/ Level: 10 (N)/ Level 3 Manager

Salary: Kes.201,874

Division: Programs

Section: Processing Support

CWS RSC Africa
The Resettlement Support Center (CWS RSC Africa) operates a US refugee resettlement program in sub-Saharan Africa through a Cooperative Agreement with the Department of State/Bureau of Population, Refugees and Migration. CWS RSC Africa is responsible for the preparation of refugee case files for adjudication by US Citizenship and Immigration Services (USCIS) officers, as well as the out-processing and cultural orientation of all approved cases. CWS RSC Africa is administered by the Church World Service Immigration Refugee Program (CWS/IRP) and is based in Nairobi, Kenya.

Church World Service does not discriminate on the basis of race, color, national origin, sex, sexual orientation, religion, age, disability, or veteran status in employment or the provision of services.
Due to the volume of applications that we receive, only those individuals shortlisted will be contacted.

To Apply:

Valid Certificate of Good Conduct issued within the past six (6) months is required before the start of employment.

Please note CWS RSC Africa does not accept resumes for positions that are not posted. All applicants are required to submit their resume using the on-line applicant tracking system.

Eligibility List
The eligibility list established as a result of this job posting will be used for a minimum of six months or until the list is exhausted. This list will be used to fill any current and immediate future vacancies. Individuals who are interested in this position should submit their application materials now.

Please note CWS RSC Africa uses e-mail for all recruitment contacts. Please be sure to check your e-mail regularly.

Application Materials
Your application materials should clearly indicate how you meet the requirements of the position. Be sure your resume is in an easy to read format. Dates of employment on your resume should be in mm/yy format.

Primary Purpose

This position is responsible for overseeing the Processing Support Department within the Programs Division at RSC Africa. This includes coordinating workflow within the Protection, Correspondence, Public Information, Interpreter, and Training Sections, ensuring that RSC processing priorities and targets are met and that standard operating procedures are strictly followed. This position works closely with the Field Processing Coordinator, Case Processing Coordinator, Cultural Orientation Coordinator, Program Integrity Specialist, and IT Manager.


This position directly supervises the Training Manager, Correspondence Supervisor, Interpreter Supervisor, Protection Supervisor, and Public Information Specialist.

This position reports directly to the RSC Africa Deputy Director.

Essential Duties

  1. Directly supervises the Correspondence Supervisor, Training Manager, Correspondence Supervisor, Interpreter Supervisor, Protection Supervisor, and Public Information Specialist and indirectly supervises the Senior Case Processing Assistants, Interpreter Support Assistants, Staff Trainers, WRAPS Trainer, and Protection Senior Caseworkers staff in the Processing Support Department.
  2. Ensures all refugee processing support functions adhere to USRAP, USCIS, RPC, and RSC standards and guidelines and that all refugee cases are processed in an efficient and timely manner.
  3. Coordinates processing support to ensure the integrity of RSC case processing and strict adherence to the DOS/BPRM Guidelines for the Treatment of Refugee Records.
  4. Develops, implements, disseminates and monitors standard operating procedures (SOPs) for processing and communication with refugees eligible for the US Refugee Admissions Program in sub-Saharan Africa.
  5. Implements and monitors policy changes announced by PRM, USCIS, RPC and or the RSC management and ensures compliance and accountability among RSC operations staff.
  6. Coordinates with the IT Manager / IT, RSC Staff Security Coordinator and RSC management to ensure the integrity of RSC case processing.
  7. In coordination with the Processing Support Supervisors and Manager, oversees the above units to ensure that priorities are in line with PRM and USCIS guidelines.
  8. Maintains effective relations with RSC implementing partners, including PRM, USCIS, IOM, UNHCR, RPC and domestic resettlement agencies.
  9. Acts as the point person for partner inquiries relating to public information, applicant inquiries, interpretation and applicant protection.
  10. Oversees the development and implementation of training modules for Processing Support staff, in coordination with the Case Processing Coordinator, Field Processing Coordinator, IT Manager, Program Managers, Department Supervisors and Specialist, and ensures that staff receive cross training on different aspects of refugee processing.

  11. Coordinates departmental security responsibilities, meetings and actions and liaises regularly with the Staff Security Coordinator.

  12. Ensures departmental SOPs are supported and in line with RSC Africa security policy and that staff receive relevant security training.

  13. Monitors staff time and attendance and performance.



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


  • 10 years of paid work experience is required

  • Five years of direct supervisory experience with responsibility for hiring, evaluating performance, administering corrective action and directing day to day work is required.

  • Previous management of budget and providing input into strategy discussions for the organizational unit is required.

  • Previous work experience at RSC is preferred.


  • Thorough knowledge and comprehensive understanding of the US Refugee Admissions Program and WRAPS database.
  • Detailed knowledge of case processing SOPs and the role of WRAPS 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.


The Processing Support Coordinator must have the ability to:

  • Work and make decisions independently and contribute to overall operations at management levels;
  • travel in sub-Saharan Africa on short notice and under sometimes difficult conditions to meet demands of a dynamic operational program;
  • communicate effectively both verbally and in writing;
  • follow instructions 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;
  • maintain a high performance standard with attention to detail;
  • carry out all of the duties of the position efficiently and effectively with minimal supervision;
  • work independently and contribute to overall operations of RSC Africa;
  • take initiative in the development and completion of projects within the specified timeframe;
  • maintain strict confidentiality with RSC Africa administrative and operational information;
  • manage a large and diverse workload under pressure with competing priorities;

  • work well as a team in a multi-cultural environment while maintaining a high level of motivation;

  • effectively manage RSC Africa’s resources; and

  • actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP).

Working Conditions

Physical: This position requires bending, squatting, climbing, kneeling, sitting, standing, walking, pushing/pulling, handling objects (manual dexterity), reaching above shoulder level, using fine finger movements and lifting/carrying medium loads.

Environmental: Incumbents in this position may be exposed to excessive noise, marked changes in temperature and/or humidity, dust and infectious disease, harsh weather climates, long work hours, bumpy roads, extended travel, excessive sun exposure, and non-ventilated spaces. This position is primarily in an office environment and may travel based on operational needs.

Special Requirements:

Certificate of Good Conduct is required before the start of employment. 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. The candidate should be of good health, willing and able to travel in often difficult conditions, and have a high degree of flexibility. The candidate must have proof of Yellow Fever vaccination before traveling for RSC Africa. Employee will be entrusted with the receipt, custody and payment of money.

Licensing/Certification: None



Ensure effective exchanges of information with others. Examples of skills and behaviors include speaking to others respectfully; expressing ideas in a logical, organized way; sharing information appropriately; and clarity and conciseness in written communication.


Ensure constructive and supportive interactions with others. Examples of skills and behaviors include being positive and supportive when working with others; sharing information and resources freely; resolving conflict constructively; and proactively working to remove obstacles to success for others.

Job Knowledge

Utilize and apply job related knowledge to complete job tasks at a level that meets or exceeds expectations. Examples of skills and behaviors include utilizing job knowledge to solve problems or develop new approaches; maintaining or enhancing skills through continuing education; and taking on projects that will develop or enhance skills.


Work effectively and contribute as a member of a team. Examples of skills and behaviors include supporting other team members by sharing information; covering the work of others during absences, vacations, etc.; and actively participating in developing ideas for ways to increase team effectiveness.

Problem Solving

Analyze information and develop solutions to challenges that arise during the course of performing a job. Examples of skills and behaviors include researching and collecting facts; defining the issues and the parties affected; formulating options/solutions for addressing the problem; and engendering support for and implementing the solution.

Operational Leadership

Successfully lead a group to achieve operational goals. Examples of skills and behaviors include priority setting; timely decision making; planning and organizing; delegation; and managing and measuring work.

Building and Leading Effective Teams

Earn the respect of team members, create strong morale and spirit on the team and utilize the unique skills of all team members. Examples of skills and behaviors including managing diverse relationships; flexibility; being open and receptive; running effective team meetings; and exhibiting integrity and trustworthiness.

Strategic LeadershipAccurately anticipate future consequences and trends and translate them into the fulfillment of workable strategies and plans. Examples of skills and behaviors include problem solving; dealing with ambiguity, creativity; innovation management and business acumen.

How to apply:

Please click the link below to access the advert and be able to submit your application.

Valid Certificate of Good Conduct issued within the past six (6) months is required before the start of employment.

Please note CWS RSC Africa does not accept resumes for positions that are not posted. All applicants are required to submit their resume using the on-line applicant tracking system.

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