Program Support Manager

3 weeks ago

กรงเทพมหานคร, Thailand International Rescue Committee Full time

The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and more than 25 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees delivers lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

**Job Overview/Summary**: The Program Support Manager is responsible for the oversight and management of the program support unit responsible for monitoring case submissions, completing case creation, and performing scheduling for both Prescreen and USCIS activities in Thailand and the Region. This position is also responsible for oversight of the records (file) library. The Program Support Manager supervises the Senior Program Support officers and Program Support officers, and reports to the Senior Program Support Manager.

**Major Responsibilities**:
Program Delivery:

- Ensure all refugee case processing functions within the department strictly adhere to the USRAP START processing guides and the Integrity and Compliance Guides.
- Perform proactive and regular quality control to ensure data accuracy using START dashboards and Tableau reports.
- Monitor and analyse case submissions and case creation reports, alerting the Senior Program Support Manager and Program Support Coordinator of pipeline trends.
- Manage deadlines to ensure the timely scheduling and preparation of cases in START for next processing stages.
- Provide monthly reports on caseload submission, creation and scheduling for specialized caseload including but not limited to protection and/or medical expedite, unaccompanied minor, persons with disabilities, and sensitive cases.
- Be a change champion and ensure policy changes are implemented within the department including updating all necessary monitoring tools.
- Review START dashboards, filters and Tableau monitoring tools quarterly with Senior Program Support Manager and recommend change and updates to the monitoring tool.
- Communicate and follow up with local authorities, the US Embassy, UNHCR, and IOM colleagues for planned USRAP activities in urban and provincial Immigration Detention Centers (IDC) regarding the submission deadlines, case Scheduling, and call List.
- Other duties as assigned.

Staff Management
- Provide daily oversight of the RSC Asia Program Support team for Thailand.
- Manage and adapt workload changes in accordance with START processing and policy related updates and priorities, and direct appropriate staff resources to ensure timely and accurate completion of tasks.
- Provide onboarding training for new staff and refresher training for team members in case creation, scheduling tasks, and call list in line with necessary USRAP processing guides.
- Directly supervise and support to both the Senior and Program Support Officers
- Maintain open and professional relations with team members, promoting a strong team spirit and providing oversight and guidance to enable staff to successfully perform in their position.
- Provide performance feedback on a timely and regular basis.
- Conduct mid-year and annual Performance Evaluations.
- Act as a champion and ensure staff adhere to The IRC Way: Standards for Professional Conduct.

Communication
- Work closely with the RSC Asia Program Support team in Mae Sot and provide technical advise on all START related workload
- Work closely with Casework Management to assess new referrals and their impact on RSC Prescreen and USCIS scheduling in accordance with PRM priority changes.
- Coordinate closely with the Interpreter Services Management to align scheduling in line with interpreter resources and proactively identify special language needs for minority caseloads.

**Key Working Relationships**:
**Position Reports to**:Senior Program Support Manager
**Position directly supervises**:Senior/ Program Support officers.
**Indirect Reporting**:Program Support Coordinator, RSC Asia Senior Program Coordinator

**Other Internal and/or external contacts**:
**_ Internal: _**All IRC Thailand Staff

**_ External: _**UNHCR, IOM, Refugee Coordinator (RMA)

**Job Requirements**:
**Education**
- University Degree in any field

**Work Experience**
- At least 3 (three) years of relevant professional experience is required.
- Minimum one-year management experience, managing team performance and projects, required.
- Resettlement processing or other NGO experience is preferred.
- Previous work in a multicultural environment is preferred.

**Demonstrated Skills and Competenci

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