Program Manager

July 18, 2017

Title: Program Manager – Pretoria
Department: Operations
Job Type: Exempt – International
Salary: $50,224 annually
Reports to: Site Coordinator
Location: Pretoria, South Africa
Starting Salary: $50,224 (per annum)

Church World Service (CWS) is a not-for-profit organization working to eradicate hunger and poverty and to promote peace and justice around the world. CWS does not discriminate on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability or veteran status in employment or in the provision of services.

To Apply:
Please visit the link below to apply directly online to this position.

CWS RSC Africa
The Resettlement Support Center (CWS RSC Africa) operates a US refugee resettlement program in sub-Saharan Africa through a Cooperative Agreement with the Department of State/Bureau of Population, Refugees and Migration. CWS RSC Africa is responsible for the preparation of refugee case files for adjudication by US Citizenship and Immigration Services (USCIS) officers, as well as the out-processing and cultural orientation of all approved cases. CWS RSC Africa is administered by the Church World Service Immigration Refugee Program (CWS/IRP) and is based in Nairobi, Kenya.


CWS Global and RSC Africa offer a total compensation package. The total compensation package includes a housing stipend, company life insurance, comprehensive health insurance, vision coverage, a non-participatory 5% retirement contribution, 22 vacation days a year, 3 personal days per calendar year, 1 day of sick leave per month, AD&D insurance, Bereavement leave, Employee Assistance Program (EAP), and optional dental coverage.

Church World Service does not discriminate on the basis of race, color, national origin, sex, sexual orientation, religion, age, disability, or veteran status in employment or the provision of services.

Due to the volume of applications that we receive, only those individuals shortlisted will be contacted.

Please note CWS RSC Africa does not accept resumes for positions that are not posted. All applicants are required to submit their resume using the on-line applicant tracking system.

Funding Contingency
This appointment is contingent upon the continuing availability of funds to CWS Africa, from a Cooperative Agreement with the U.S. Department of State Bureau of Population, Refugees, and Migration (PRM). 

Eligibility List
The eligibility list established as a result of this job posting will be used for a minimum of six months or until the list is exhausted. This list will be used to fill any current and immediate future vacancies. Individuals who are interested in this position should submit their application materials now.

Please note CWS RSC Africa uses e-mail for all recruitment contacts. Please be sure to check your e-mail regularly.

Application Materials
Your application materials should clearly indicate how you meet the requirements of the position. Be sure your resume is in an easy to read format. Dates of employment on your resume should be in mm/yy format.

Primary Purpose
This position is responsible for overseeing all case management and case processing activities at the RSC Africa sub-office in Pretoria. includes coordinating workflow within pre-screening, adjudications and case processing units, ensuring that processing priorities and targets are met. The position is also responsible for managing the daily workloads and training needs of all staff within those units. The Program Manager will exhibit the highest professional standards and ethics, and serve as a role model for leadership and accountability.

This position supervises the Field Team Supervisor, Case Processing Supervisor, Cultural Orientation Supervisor and Program Assistant.

This position reports to the Site Coordinator.

Essential Duties

  1. Directly supervises Field Team Supervisor, Case Processing Supervisor, Cultural Orientation Supervisor and Program Assistant.
  2. Coordinates the deployment of staff and resources to ensure timely flow of cases.
  3. Ensures that all refugee case processing functions are completed in an efficient and effective manner and are reflecting USRAP priorities for the southern Africa region.
  4. Maintains a thorough knowledge of case processing guidelines, the US Refugee Admissions Program (USRAP), and country conditions throughout the Sub-Saharan African region and ensures adherence to established RSC, CWS/IRP, PRM, USCIS and UNHCR policies and procedures regarding eligibility, processing, treatment of records and confidentiality.
  5. Ensures refugee case processing functions performed by staff adhere to USRAP, USCIS, the Refugee Processing Center (RPC), and RSC standards and guidelines to ensure the integrity of RSC case processing and strict adherence to the DOS/BPRM Guidelines for the Treatment of Refugee Records.
  6. Develops, updates and implements coherent and comprehensive standard operating procedures (SOPs), in coordination with the RSC Nairobi office.
  7. Coordinates with RSC Africa Case Processing management, RSC Africa Field Team management, the Data Integrity Coordinator, and the RSC Africa Librarian to ensure the integrity of case processing.
  8. Coordinates with Cultural Orientation leadership in Nairobi to ensure that cultural orientation training, materials, curricula and practices are current and effective.
  9. Works on projects related to CO curriculum development, training materials development and other aspects of the CO division.
  10. Consistently strives to identify and implement process improvements and ensures current process meets RSC Africa and USRAP guidelines and standards.
  11. Coordinates with other staff and implementing partners, ensuring circuit rides are planned, revised and updated as needed until confirmed.
  12. Ensures staffs are prepared for circuit rides while overseeing that all functions are completed in the most operationally responsible manner.
  13. Provides projections for future Prescreening and USCIS circuit rides, medicals, travel packeting and departures, and communicates all activities via established channels.
  14. Provides projections for future Cultural Orientation circuit rides.
  15. Coordinates with Case Processing Management in RSC Nairobi regarding all departure-related activities, projections and quality control elements.
  16. Produces, verifies and distributes all required reports regarding refugee processing and cultural orientation activities in southern Africa.
  17. Plans for USCIS administrative work including liaising with USCIS on the number and needs of officers for hold-lifting and case reviews by USCIS officers including tracking of work pending, preparation of statistics on types of admin review needed.
  18. Works with USCIS to ensure all cases are concurred in timely manner.
  19. Distributes USCIS statistics to UNHCR, IOM, and PRM as well as ensuring timely distribution of decision letters to refugees.
  20. Acts as a POC on Expedite or Sensitive case processing, as necessary.
  21. Acts as a primary facilitator and point of contact for DNA collection, by preparing applicants and completing all paperwork required and while maintaining the appropriate chain of custody of DNA samples (US citizens only).
  22. Actively participates in human resource activities for all refugee processing section staff, including hiring, evaluations, leave management and disciplinary actions.
  23. Provides leadership guidance for all staff and assists in the development of supervisor’s management skills.
  24. Ensures all RSC case reviews, WRAPS updates, and data clean-up projects are completed in a thorough, accurate and timely manner.
  25. Develops and implements comprehensive training materials and processes for the training and orientation of newly-hired staff; works closely with HR and other relevant departments to ensure orientation of newly hired staff is conducted during the dates designated by RSC Africa’s HR Department.
  26. Conducts on-going training assessments and develops and implements training modules to meet staff training needs.
  27. Occasionally travels to field processing locations to monitor and evaluate staff performance and file quality; conducts refugee interviews as necessary.
  28. Liaises closely with the Staff Security Coordinator to ensure all field team and cultural orientation staff are in compliance with RSC Africa security guidelines.
  29. Other duties as assigned.



  • Bachelor’s Degree or four (4) years of relevant paid work experience in lieu of a Bachelor’s Degree required.


  • Eight (8) years of paid work experience is required.
  • Three (3) years of direct supervisory experience is required.
  • Experience in overseas processing or US refugee resettlement is required.


  • Thorough knowledge of the US Refugee Admissions Program and WRAPS database.
  • Demonstrated computer skills, especially Microsoft Word, Excel, Outlook and Access.
  • Excellent organizational and time management skills.
  • Strong verbal and written English language skills.

The Program Manager must have the ability to:

  • supervise refugee processing staff to ensure policies and procedures are implemented and executed in accordance with guidelines and standard operating procedures
  • travel in sub-Saharan Africa on short notice and often under sometimes difficult conditions to meet demands of a dynamic operational program exercise good judgement and seek guidance as appropriate when confronted with unanticipated problems;
  • communicate effectively both verbally and in writing;
  • follow instructions from the Supervisor with a positive and receptive attitude;
  • deal effectively and courteously with a large number of associates, outside agencies, refugees and members of the general public;
  • conduct oneself in a professional and courteous manner to represent the best interests of RSC Africa and CWS/IRP;
  • maintain a high performance standard with attention to detail;
  • carry out all of the duties of the position efficiently and effectively with minimal supervision;
  • work independently and contribute to overall operations of RSC Africa;
  • take initiative in the development and completion of projects;
  • lead others and address issues as they arise;
  • maintain strict confidentiality with RSC Africa administrative and operational information;
  • manage a large and diverse workload under pressure with competing priorities;
  • analyze and solve complex problems and make sound decisions;
  • work well as a team in a multi-cultural environment while maintaining a high level of motivation;
  • effectively manage RSC Africa’s resources;
  • actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP)

Working Conditions

This position requires bending, squatting, climbing, kneeling, sitting, standing, walking, pushing/pulling, handling objects (manual dexterity), reaching above shoulder level, using fine finger movements and lifting/carrying heavy loads.

Incumbents in this position will work in an office space. 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.

Special Requirements
Background check which includes references and an educational 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. 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 be legally eligible to work and obtain a work permit in South Africa. Must have proof of Yellow Fever vaccination before traveling for RSC Africa. Employee will be entrusted with the receipt, custody and payment of money. Eligible candidates must hold a valid US passport.



Ensure effective exchanges of information with others. Examples of skills and behaviors include speaking to others respectfully; expressing ideas in a logical, organized way; sharing information appropriately; and clarity and conciseness in written communication.

Ensure constructive and supportive interactions with others. Examples of skills and behaviors include being positive and supportive when working with others; sharing information and resources freely; resolving conflict constructively; and proactively working to remove obstacles to success for others.

Job Knowledge
Utilize and apply job related knowledge to complete job tasks at a level that meets or exceeds expectations. Examples of skills and behaviors include utilizing job knowledge to solve problems or develop new approaches; maintaining or enhancing skills through continuing education; and taking on projects that will develop or enhance skills.

Work effectively and contribute as a member of a team. Examples of skills and behaviors include supporting other team members by sharing information; covering the work of others during absences, vacations etc.; and actively participating in developing ideas for ways to increase team effectiveness.

Problem Solving
Analyze information and develop solutions to challenges that arise during the course of performing a job. Examples of skills and behaviors include researching and collecting facts; defining the issues and the parties affected; formulating options/solutions for addressing the problem; and engendering support for and implementing the solution.

Operational Leadership
Successfully lead a group to achieve operational goals. Examples of skills and behaviors include priority setting; timely decision making; planning and organizing; delegation; and managing and measuring work.

Building and Leading Effective Teams
Earn the respect of team members, create strong morale and spirit on the team and utilize the unique skills of all team members. Examples of skills and behaviors include managing diverse relationships; flexibility; being open and receptive; running effective team meetings; and exhibiting integrity and trustworthiness.

Strategic Leadership
Accurately anticipate future consequences and trends and translate them into the fulfillment of workable strategies and plans. Examples of skills and behaviors include problem solving; dealing with ambiguity, creativity; innovation management and business acumen.