Senior Program Support Manager

Job posted by: International Rescue Committee (IRC)-USA - Wed, 9 Apr 2014

Job Details:

Organisation: International Rescue Committee (IRC)-USA

Deadline Sun, 8 Jun 2014

Job type: Permanent

Location: Malaysia

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The Senior Program Support Manager ensures a high level of both general processing and casework services on behalf of refugee applicants to the USRAP.  This is done through leadership and supervision of the Records & Scheduling, Interpreter Services and Inquiries & Outreach teams who in turn support Case Processing, Casework and Cultural Orientation.  The Senior Program Support Manager will work closely with all RSC departments to ensure that appropriate resources, i.e. human or logistical, have been allocated and are in place to meet RSC Program needs.

“Malaysian nationals are encouraged to apply.  International allowances are not available for this position. Salary and employee benefits are compliant to the Malaysian NGO Sector.”

Specific Responsibilities:
Inquiries & Outreach
- Provide direct supervision and support to the Inquiries & Outreach Manager
- Assist in helping to resolve complex or difficult case inquiries and ensure appropriate follow-up
- Help to conduct outreach activities with refugee community organizations, as needed
- Act as focal point for Information Campaign activities and resources
- Work with senior management to identify and develop Information Campaign messaging

Interpreter Services
- Provide direct supervision and support to the Interpreter Services Manager
- Ensure regular review and updating, as needed, of IRC Malaysia’s Incentive Worker Framework and related documents
- Assist in sharing feedback from interpreter and staff M&E with respective managers, as appropriate

Records & Scheduling
- Provide direct supervision and support to the Records & Scheduling Manager
- Ensure timely case file creation of all received submissions; particularly special caseloads and expedites
- Work closely with Senior Casework Managers and the Program Coordinator to manage both Prescreening and USCIS Circuit Ride scheduling

Staff Management
- Conduct regular staff meetings for the Program Support team
- Provide performance feedback on a regular basis and in a timely manner
- Complete mid-year and annual Performance Management Evaluations (PMEs) for all direct reports
- Identify training opportunities for Operations staff and seek approval from the Senior Program Coordinator

General Program Support
- Assist in monitoring and analysis of the Malaysia pipeline; alerting senior program management of trends
- Maintain a training calendar for Case Processing, Casework and Cultural Orientation staff
- Coordinate with program managers to develop and identify and develop cross-training opportunities
- Ensure adherence to all program policies and procedures
- Participate in Pre/Post Coordination, KL Management and other meetings as required
- Perform other duties as assigned

POSITION REQUIREMENTS

Education:
- University Degree

Work Experiences:
- Two to three years prior program management is strongly preferred
- Experience in a non-profit organization and international environment is preferable
- Previous experience with refugees or other at-risk populations strongly preferred

Demonstrated Skills:
- High level of professionalism while implementing IRC RSC policies and procedures
- Both team and detail oriented and able to think and work independently
- Well-organized, flexible and able to work in fast-paced, multi cultural environment
- Strong interpersonal and organizational skills

Language and Computer Skills:
- Fluent in written and verbal communication skills in English Language
- High level of PC literacy and demonstrate skills in database management and record keeping

OTHER RESPONSIBILITIES:
Other:  Occasional domestic or international travel may be required.

Safety and Health: It is the responsibility of every staff to adhere and comply with the organization’s Occupational Health and Safety conduct mainly in the areas listed below and further details can be found in the National Staff Personal Polices. Any queries/concern should be addressed to the management immediately.

- Ventilation, air conditioning & smoke free office
- Work station
- Kitchen appliances
- General health concerns
- HIV/AIDS
- Malaria/Dengue fever
- Avian influenza
- Novel influenza (H1N1)
- Tuberculosis

Please follow this link to apply: http://www.aplitrak.com/?adid=c3RldmVueS42NjYwOS40ODEwQGlyYy5hcGxpdHJhay5jb20



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