International Rescue Committee Vacancy: Program Coordinator (Program Support) - Malaysia

Background/IRC Summary: The IRC has a rich history of assisting refugees to apply for U.S. resettlement, from its founding in 1933 to help vulnerable individuals escape Nazi-occupied Europe, to pioneering the Joint Voluntary Agency which assisted Indochinese refugees for 22 years, to operations in Croatia, Sierra Leone and Sudan. Over the years, IRC has processed some half million refugees worldwide for U.S. resettlement.

Based in Bangkok with four field offices in Thailand and Malaysia, the IRC Resettlement Support Center (IRC-RSC) assists persons throughout East Asia seeking permanent resettlement in the United States. RSC prepares refugee applications for the U.S. Refugee Admissions Program, provides information to resettlement agencies about arriving refugees and offers cultural orientation training to those refugees bound for the U.S.

Job Overview/Summary: The RSC Program Coordinator based in Kuala Lumpur, Malaysia, ensures a high level of services on behalf of refugee applicants to the USRAP through leadership and supervision of the Records & Scheduling, Interpreter Services, Inquiries & Outreach and Cultural Orientation teams for RSC Malaysia. Part of the leadership team, the Program Coordinator 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, and that appropriate Cultural Orientation training is delivered to departing refugees.

Major 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
  • Regularly review and update, as needed, IRC Malaysia’s Incentive Worker Framework and related documents
  • 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 Malaysia operation
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
  • Oversee Prescreening and USCIS Circuit Ride scheduling
Cultural Orientation
  • Provide direct supervision and support to the Malaysia-based Cultural Orientation Manager
  • Work closely with Bangkok-based CO Coordinator to align course content within the RSC
  • Ensure that appropriate monitoring and evaluation protocols are in place for program consistency and accuracy in messaging
  • Oversee planning and implementation of logistical aspects of CO delivery
Staff Management
  • Conduct regular staff meetings for teams
  • 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 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
  • Ensure adherence to all IRC and RSC policies and procedures
  • Participate in Pre/Post Coordination, KL Management and other meetings as required
  • Perform other duties as assigned
Job Requirements:
  • University Degree
Work Experiences:
  • Minimum of two years of program management experience including experience in managing a multi-cultural staff
  • Knowledge of the U.S Refugee Admissions Program
  • Preference given to internal RSC candidates
Demonstrated Skills and Competencies:
  • 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 Skills:
  • Fluent written and verbal communication skills in English Language, high level of PC literacy and record keeping skills
Certificates or Licenses:
  • Not applicable, unless required by law and/or organization to carry out official duties
  • Able to travel whenever required
Working Environment: While primarily operating in a standard office work environment, the position may require occasional domestic and international travel throughout the East Asia region.

The employee is required to adhere to the “IRC Way” for professional conduct, as well as to be in compliance with all relevant Policies and Procedures while carrying out his/her duties.
All other employee terms and conditions shall be as per stipulated in the Employment Contract and/or Employee Handbook.

IRC leading the way from harm to home.

IRC is an Equal Opportunity Employer.

Deadline: 30 Apr 2016

IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status or disability.