Job Description
Position Title: Senior Processing Coordinator
Reports To: RSC Africa Deputy Director
Division : Immigration & Refugee Program+ (IRP+)
Department: Programs
Job Location: Nairobi, Kenya
Grade Level: 10(N), Level 3 Manager
FLSA and Union Status: Exempt, Non-Bargaining
Primary Purpose:
This position is responsible for overseeing the non-field based United States Refugee Admissions Program
(USRAP) processing activities for RSC Africa. This includes coordinating workflow within Case Processing,
Protection and Refugee Communications departments and collaborating with other program departments.
This position ensures that RSC Africa processing priorities and targets are met and that standard operating
procedures are strictly followed. The position is a member of the RSC Africa Leadership Team and Senior
Programs Team.
Essential Duties:
Compliance
1. Ensures all refugee case processing functions, protection and refugee communication functions
within the Processing Department strictly adhere to the DOS/BPRM, USCIS, RPC, CWS and
RSC Africa policies, guidelines and procedures.
2. Oversees the 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.
3. Ensures regular departmental process reviews to compare requirements vs. current processing
and outputs.
4. Monitors policy changes, identifies effects of such changes on the department’s internal SOPs
and workflow, and ensures effective implementation of policy updates.
5. Conducts and ensures job function observations of Processing staff to ensure compliance is met
and identifies areas of improvement or training needs.
6. Oversees effective planning, coordination, execution, and monitoring of Processing activities,
including timely communication to external and internal partners.
Data Management and Analysis
7. Ensures that all RSC Africa Processing activities are completed in an efficient and effective
manner and reflect USRAP priorities for Sub-Saharan Africa.
8. Oversees the development and maintenance of departmental reports and quality control (QC)
checks and ensuring reports are accurate and efficient.
9. Develops annual/monthly projections, including RSC Africa arrival projections, to inform
Programs Division priorities, with a focus on Processing Department activity.
10. Develops and implements department-specific pipeline analysis reports to inform workload and
staffing projections, and to anticipate future workloads.
11. Coordinates with other Programs departments, as needed, to efficiently allocate staff resources;
and collaborates with other Programs departments for improved processing efficiency across the
division.
12. Establish and maintain effective communication systems to share relevant data within the
department, across all Programs departments, and with partners.
13. Establishes multi-year plans and sets strategic planning goals and ensures they are met.
Representation
14. Maintains effective relationships with RSC Africa/USRAP partners, including PRM, USCIS, IOM,
UNHCR, RPC and domestic Resettlement Agencies.
15. Ensures partner communication from the Processing department is professional, timely and
proactive.
16. Occasionally travels to field sites to meet with RSC Africa/USRAP partners and represent
CWS/RSC Africa on processing or other programmatic matters.
17. Champions CWS policy, procedures, and organizational culture to Programs staff, and contribute
to Programs Division strategies for ensuring staff fully understand and abide by CWS policies.
18. Ensures Processing staff are professional when representing CWS/RSC Africa to refugees,
partners, the funder and colleagues.
Performance Management
19. Supervises and manages four direct reports and indirect supervision and management of all
Case Processing, Refugee Communications and Protection. For direct reports this includes
hiring, training, staff development, setting priorities, evaluations and managing leave.
20. Oversees Case Processing department activities, provides guidance, sets priorities and ensures
good communication and coordination with partners.
21. Oversees Refugee Communication and Protection unit activities, provides guidance, sets
priorities and ensures good communication with refugees and partners follows PRM guidelines.
22. Oversees the development and implementation of training modules for Processing staff, in
coordination with Programs Management, and ensures that staff receive all necessary training on
different aspects of refugee processing.
23. Oversee that QCs are being conducted and feedback is being provided to staff and/or other
departments.
24. Ensure coaching, mentoring, feedback and corrective action plans are being carried out across
the department.
25. Ensure establishment of performance expectations and communication, on-boarding and training.
26. Develop departmental performance management systems, in coordination with Programs
Management, that support consistency in work outputs.
27. Maintain accurate and current job descriptions for the Processing department.
28. Supports department leadership in monitoring staff time and attendance.
Staff Care
29. Takes reasonable steps to mitigate foreseeable risks to the physical and psychological health and
safety of staff in close coordination with RSC Africa Senior Management Team and the Staff
Security team.
30. Ensure a safe, healthy and professional work environment.
31. Oversee the process of ensuring staff’s well-being for Processing staff.
32. Ensure direct reports are accessing and using their benefits appropriately including leave.
33. Actively support staff by promoting safe space, open-door and the escalation policy.
34. Establish and communicate clear expectations to staff to foster a predictable and consistent work
environment.
35. Must be available for emergencies during all times, unless on approved leave.
Program Administration
36. Develops annual plans for Processing team and closely monitors and tracks progress towards
achievements of established annual goals and objectives.
37. Determines annual departmental staff modelling, and quarterly travel projections, which
contribute to Programs annual budget.
38. Coordinates the deployment of Processing staff and resources to ensure timely flow of cases, in
coordination with Programs Management.
39. Manages Programs Division inputs to human resources activities for all Processing staff,
including hiring, evaluations, leave management, and disciplinary actions.
40. Oversees the use of the budget as it relates to Processing and monitors effective and appropriate
use of resources across the department.
41. Ensures effective circuit ride coordination with logistics, finance, and security, as needed.
This position also undertakes other duties as assigned by CWS/RSC Africa Management.
Qualifications:
Experience:
-10 years’ work experience is required.
-5 years of direct supervisory experience with responsibility for hiring, evaluating performance,
administering corrective action and directing day to day work is required.
-Demonstrated management experience with a refugee serving/processing agency(s) preferred.
Skills:
-Thorough knowledge and comprehensive understanding of the US Refugee Admissions Program
and START database.
-Detailed knowledge of 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 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.
Abilities:
The Senior Processing Coordinator must have the ability to:
• 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;
• 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;
• Actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP).
• be flexible with changing of daily duties as needed.
Other Requirements:
-Strong English communication skills, both oral and written.
-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.
Education and Certifications:
-Bachelor’s Degree or ten years work experience in lieu of a Bachelor’s Degree required.
-Master’s Degree preferred.
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 Nairobi, Kenya
-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
-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.
-Employee may be entrusted with the receipt, custody and payment of funds when necessary to
carry-out program needs.
-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.
-The US Embassy rates Kenya as both HIGH in crime and HIGH in terrorism. Incumbents should
fully understand the insecurities present within Kenya and the region.
-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