Program Support Coordinator

**Requisition ID**: req34909

**Job Title**:Program Support Coordinator (National Position)

**Sector**:Program Administration

**Employment Category**: Fixed Term

**Employment Type**: Full-Time

**Open to Expatriates**: No

**Location**: Bangkok, Thailand

**Background/IRC Summary**:
**Job Overview/Summary**:
The Program Support Coordinator ensures high-quality and efficient support is provided for all RSC activities in Thailand and the region (excluding Malaysia). This position is part of the senior management team with oversight of the day-to-day functions of three department(s): Interpreter and Translation Services, Case Creation, Scheduling and Records, and Inquiries and Outreach. This position is the primary focal point for the review and dissemination of relevant processing guidance to their department(s). The Program Support Coordinator will work closely with all RSC departments to ensure that appropriate resources (i.e. human or logístical) have been allocated and are in place to meet RSC Program needs. This position reports to the Senior Program Coordinator for Thailand and the Region.

**Major Responsibilities**:
**Programmatic Support**:
Interpreter & Translation Services
- Provide direct supervision and support to the Senior Program Support Manager in Bangkok and the Senior Staff Interpreter in Mae Sot
- Oversee and Sub-contract interpreters on recruitment, compliance, training, monitoring, and provide general management
- Maintain capacity of RSC Asia to meet ongoing language needs for Thailand and Regional caseloads. With the Casework Coordinator, identify current and future language needs of the RSC in Thailand and the Region
- Interview prospective interpreters for suitability and provide interpreter training to new recruits. Ensure compliance with USRAP Integrity and Compliance Guidelines
- Review translations as necessary for consistency and flow; liaise with interpreters to correct any deficiencies found
- Provide technical management and support for the Bangkok and Mae Sot based interpreter teams
- Assist in sharing feedback from interpreter and staff M&E with respective managers, as appropriate
- Ensure that interpreter capacity meets the needs of the RSC Thailand operation

Case Creation, Scheduling & Records
- Provide direct supervision and support to the Senior Program Support Manager
- Ensure timely case file creation of all received submissions; particularly special caseloads and expedites
- Collaborate closely with Casework Management to assess new referrals and their impact on Prescreen and USCIS scheduling
- Monitor deadlines to ensure the timely scheduling, verifications, and preparation of case files for prescreening and USCIS circuit rides
- Monitor and ensure appropriate follow-up on high profile cases/caseloads
- Oversee completion of the semi-annual audits on case file locations of RSC library in Bangkok and Mae Sot and ensure continuation of systematic transfer of case files to be in line with RSC guidelines

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 USRAP partners, as needed
- Act as focal point for Information Campaign activities and resources
- Work with senior management to identify and develop Information Campaign messaging as well as communication SOP as needed

**Key Partners and Donor Relations**
- Participate in weekly calls with donor representatives.
- Represent the RSC at meetings with USRAP partners on a regular basis.
- Assist in maintain excellent strategic relationship with program partners, including the Regional Refugee Coordinator, USCIS, UNHCR, IOM and other partner organizations.
- Coordinate with MOI, UNHCR and IOM regarding exit permit of processing refugees.

**Operational Functions**
- Participate in BID analysis with operations team as needed.
- Participate in BVA meetings as needed.

**Staff Management**
- Provide daily supervisory and management support to direct reports. - Identify job objectives and training needs for all direct reports and recommend actionable development opportunities for staff. - Maintain job descriptions to ensure positions are aligned with grant objectives and provide performance feedback on a regular and timely basis. - 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 positions. - Act as a champion and ensure staff adhere to The IRC Way: Standards for Professional Conduct.

**Others**
- Conduct quarterly meetings with Casework, Case Processing, and Cultural Orientation Coordinators quarterly.
- Perform other duties as assigned.

**Key Working Relationships**

**Position Reports to**:Senior Program Coordinator

**Position directly supervises**: Senior Program Support Manager, Bangkok

Senior Staff