Salary Range: 21.63 to 24.04 (Currency: USD) (Pay period: per-hour-wage)

ROLE & RESPONSIBILITIES:

• ---Program Management: 
• Collaborate with the Virtual Leadership Team to ensure participant satisfaction and program outcomes for the VR&P program through timely, high-quality services, including documentation of all services 
•  Ensure casefile compliance in collaboration with the VR&P Manager   
• Develop and implement a monitoring framework and related tools for ensuring program compliance and quality assurance, with support from the Home Office (HO) Monitoring Evaluation and Learning Program Officer   
• Maintain a regular cadence of monitoring activities (e.g. reviewing casefiles, conducting virtual home visits, shadowing client check-ins, etc.)   
• Support Home Office (HO) and PRM monitoring activities, ensure necessary follow up and corrective action is taken in response to monitoring findings 
• Collaborate with Home Office (HO) Finance Personnel for program financial needs and to ensure all client funds are tracked timely and appropriately   
• Participate in department and Community of Practice calls 
•  Review and analyze client feedback surveys and report results to Leadership Team for use in ongoing training development   
• Collaborate with Leadership Team to collect data for reports as required by Home Office, states, or PRM     
• ---Feedback Management:   
• Serve as the Accountability Focal Point in conjunction with the Complaints Response Team (CRT) 
•  Demonstrate expertise on the Complaints and Feedback Mechanism (CFM) policies and procedures contextualized to the VR&P program   
• Manage a database of incoming grievances and feedback from the CFM and place them into the appropriate category for response 
•  Follow up to ensure that relevant program staff are actively managing the feedback 
•  Ensure that investigation outcomes has been communicated to the feedback provider(s) 
•  Document outcomes and participant satisfaction in the CFM   
• Escalate sensitive feedback to Home Office and the CRT as appropriate   
• Document lessons learned and share with VR&P leadership and Home Office   
• Ensure that VR&P staff receive CFM training and are demonstrating consistent and effective usage     
• ---External Communication: 
•  Attend all state, Home Office, and coalition meetings as appropriate 
•  Other duties as assigned 

JOB REQUIREMENTS:

• Mature and personal Christian faith
• Committed to the mission, vision, and values of World Relief
• Desire to serve and empower the Church to impact vulnerable communities
• Able to affirm and/or acknowledge World Reliefs Core Beliefs, Statement of Faith, Christian Identity and National Evangelicals For the Health of The Nation document
• Demonstrated success working and communicating effectively in a multi-cultural environment   
• Remote project management skills 
•  Demonstrated knowledge/experience with policies, and procedures 
•  Decisive, with the ability to obtain necessary information to make decisions   
• Ability to speak clearly and comfortably on the phone with partners and participants, which include people with limited English abilities and/or the use of interpreters   
• Strong command of Microsoft Office applications   
• Proven ability to utilize digital communication tools, such as Zoom, Teams, What’s App and other platforms 
•  Minimum of 2 years of work experience with Reception & Placement program 
• Travel 1-2 times a year for training

PREFERRED QUALIFICATIONS:

• Personal Christian faith and a heart for service to vulnerable people 
•  2+ years’ experience in refugee resettlement direct client services or monitoring and evaluation or compliance 
•  Advanced degree or equivalent experience     
• Proven success achieving goals and working effectively with all levels of staff in a fast-paced, multi-cultural environment and ability to provide accountability to ensure objectives are met 
•  Self-starter with excellent problem-solving skills combined with the proven ability to multi-task, prioritize duties, and manage time effectively   
• Demonstrated communication skills and ability to communicate with clarity over virtual platforms 
•  Advance computer skills and strong command of Microsoft Office applications 
•  Fluency in written and spoken English