Position Title: Cultural Orientation Coordinator
Reports To: Senior Field Travel Coordinator
Department: Cultural Orientation
Job Location: Nairobi, Kenya
Grade Level: Grade 9, Coordinator, International
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 on the basis of race, color, religion, sex, national origin, gender identity, genetic information, age, disability or veteran status in employment or in the provision of services.
This position is responsible for overseeing United States Refugee Admissions Program (USRAP) Cultural Orientation activity for RSC Africa. This includes coordinating workflow within Cultural Orientation department 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 also provides oversight to the Interpreter Unit, including overseeing processes related to contracted interpreters, child minders at RSC Africa. The position is a member of the RSC Africa Leadership Team and Senior Programs Team.
- Ensures all Cultural Orientation activity strictly adheres to the DOS/BPRM, USCIS, RPC, CWS and RSC Africa policies, guidelines and procedures, including PRM-issued CO learning objectives/indicators.
- Ensures activity relating to hiring of contractors such as interpreters and child minders teachers strictly adheres to the DOS/BPRM, USCIS, RPC, CWS and RSC Africa policies, guidelines and procedures.
- Oversees the development, implementation, dissemination and monitoring of standard operating procedures (SOPs), and Cultural Orientation curricula, for processing of resettling refugees eligible to receive Cultural Orientation as part of the US Refugee Admissions Program in sub-Saharan Africa.
- Leads regular departmental process reviews to compare requirements vs. current processing and outputs.
- Monitors policy changes, identifies effects of such changes on the department’s internal SOPs, workflow, and curricula, and ensures effective implementation of policy updates.
- Conducts job function observations of Cultural Orientation staff to ensure compliance is met and identifies areas of improvement or training needs.
- Oversees effective planning, coordination, execution, and monitoring of Cultural Orientation Circuit Rides (CR) in coordination with the Circuit Ride Support department including timely communication to external and internal partners, updating of CR reports and tools (partners report and CR portal), and timely dissemination of trip reports.
- Facilitates DNA testing for P3 applicants as needed.
Data Management and Analysis:
- Ensures that all RSC Africa Cultural Orientation activities are completed in an efficient and effective manner and reflect USRAP priorities for Sub-Saharan Africa.
- Oversees the development and maintenance of departmental reports and quality control (QC) checks. Ensures reports are accurate and efficient.
- Develops annual/quarterly projections to inform Programs Division priorities, with a focus on Cultural Orientation activity.
- Develops and implements department-specific pipeline analysis reports to inform workload and staffing projections, and to anticipate future workloads.
- 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.
- Establishes and maintains effective communication systems regarding data within the department and other program departments.
- Reviews and distributes departmental reports on schedule.
- Maintains effective relationships with RSC Africa/USRAP partners, including PRM, USCIS, IOM, UNHCR, RPC and domestic Resettlement Agencies.
- Ensures partner communication from the Cultural Orientation Department is professional, timely and proactive.
- Occasionally travels to field sites to meet with RSC Africa/USRAP partners and represent CWS/RSC Africa on processing or other programmatic matters.
- Champions CWS policy, procedures, and organizational culture to Programs staff, and contributes to Programs Division strategies for ensuring staff fully understand and abide by CWS policies.
- Ensures Cultural Orientation staff are professional when representing CWS/RSC Africa to refugees, partners, the funder and colleagues.
- Serves as RSC Africa’s liaison to the PRM-funded technical assistance provider on Cultural Orientation.
- Provides direct supervision and leadership to the Cultural Orientation Managers, Curriculum Development Manager, and Interpreter Manager, including yearly performance evaluations, monitoring professional development, and coordinating leave.
- Oversees the development and implementation of training modules for Cultural Orientation staff, in coordination with Programs Management, and ensures that staff receive all necessary training on different aspects of refugee processing.
- Oversees that QCs are being conducted and feedback is being provided to staff and/or other departments.
- Ensures coaching, mentoring, feedback and corrective action plans are being carried out across the department.
- Ensures establishment of performance expectations and communication, on-boarding and training.
- Develops departmental performance management systems, in coordination with Programs Management, that support consistency in work outputs.
- Maintains accurate and current job descriptions for the Cultural Orientation Department.
- Ensures a safe, healthy and professional work environment.
- Oversees the process of ensuring staff’s well-being while in the field.
- Ensures direct reports are accessing and using their benefits appropriately including leave.
- Actively supports staff by promoting safe space, open-door and the escalation policy.
- Establishes and communicates clear expectations to staff to foster a predictable and consistent work environment.
- Develops annual and quarterly work plans for Cultural Orientation and Interpreter Unit and closely monitors and tracks progress towards achievements of established annual goals and objectives.
- Determines annual departmental staff modelling, and quarterly travel projections, which contribute to Programs annual budget.
- Coordinates the deployment of Cultural Orientation staff and resources to ensure timely flow of cases, in coordination with Programs Management.
- Manages Programs Division inputs to human resources activities for all Cultural Orientation staff, including hiring, evaluations, leave management, and disciplinary actions.
- Oversees the use of the budget as it relates to Cultural Orientation and Interpreter activity, and monitors effective and appropriate use of resources across the department. This includes oversight of the budget/invoice process for IOM payments covered by CWS/RSC Africa.
- Ensures effective circuit ride coordination with circuit ride support team, logistics, finance, and security including travel projections, site clearances, security updates, news from the field, expense reports and financial management.
- 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.
- 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.
Education & Certifications:
- Bachelor’s Degree in a related field required.
- Master’s Degree preferred.
- 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;
- Analyze 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.
- Strong English communication skills, both written and oral.
- 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.
- 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 and criminal check 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.
- International applicants must be legally eligible to work and obtain a work permit in Kenya OR A valid U.S. passport and the ability to maintain a valid U.S. 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.
- 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.