Primary Purpose

This position is responsible for creating and delivering START engagement activities, and assists with training efforts for new hires and existing staff.

The START Engagement Specialist works closely with the RSC Africa START team and all Programs Departments.

Responsibilities

Core Job Responsibilities:

Compliance (35%)

• Maintains a current understanding of the US Refugee Admissions Program guidelines, START functionality, START SOPs, and START training materials.
• Ensure START engagement activities and internal START messaging adhere to the START branding guidelines and align with current SOPs.
• Communicates processing updates and trains staff on the highlighted changes.

Representation (5%)

• Serves as a back-up for the Senior Case Quality Specialist.
• Develops and maintains effective relationships with the Refugee Processing Center (RPC).
• Ensures communication to RPC is professional, timely and proactive.

Program Administration (35%)

• Designs and leads internal START demonstrations and training sessions.
• Creates materials to inform staff of updates to the START system, remind staff of existing START functionality, and engage staff with START.
• Brainstorms new ways to keep staff aware and interested in using START and engaged with new START functionality.
• Supports START orientation and training for new staff.
• Manages START access records for all programs staff with granted START access.
• Create START dashboards for START users to conduct quality checks.
• Create START dashboards for supervisors and managers to monitor cases.

Data Management and Analysis (20%)

• Participates in START user-acceptance testing and simulation activities.
• Monitors user-adoption through surveys and adjusts engagement plans accordingly.

Additional roles and responsibilities (5%)

This position also performs other duties that may be assigned by CWS RSC Africa Management to enhance the efficiency and efficacy of the operation.

Qualifications

Experience:

• A minimum of Five (5) years paid working experience required.
• Experience working in START is required.
• Proficiency working with Canva, or an equivalent software, is required.
• Broad knowledge of USRAP processing in START is required.
• Proven ability to communicate professionally with external stakeholders is required.
• Prior case or field processing experience required
• Training experience is preferred.

Skills:

• Advanced computer knowledge, specifically with MS Office (Excel, Access, Outlook, Word, PowerPoint).
• Experience using Tableau is a plus.
• Strong English communication skills, both oral and written.

Education & Certifications:

• Bachelor’s degree, or four (4) years paid work experience in lieu of a bachelor’s degree

Abilities:

• Manage large and diverse workload under pressure with competing priorities.
• Maintain the integrity of official records; 
• Analyze and solve complex problems and make sound decisions; 
• Work with minimal supervision
• Maintain a high-performance standard with attention to detail; 
• Work independently and contribute to overall operations of RSC Africa; 
• Actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP).

Important Requirements:

• Strong English communication skills, both written and oral.
• Ability to work in a multi-cultural environment required.
• Commitment to diversity, equity, and inclusion and willingness to support CWS’ Platform on Racial Justice as a CWS employee required.
• Remain alert and responsive to any child safeguarding and PSEAH (Prevention of Sexual, Exploitation, Abuse and Harassment) risks, acquire relevant knowledge and skills which will enable you to promote strong safeguarding PSEAH practices, understand the child safeguarding and PSEAH Policies and procedures, and conduct yourself in a manner consistent with the Child Safeguarding and PSEAH Policies.