Sa - Case Processing Supervisor

**Position Title**: Case Processing Supervisor

**Reports To**: Case Processing Manager

**Division**: Immigration & Refugee Program+ (IRP+)

**Department**: Programs, Case Processing

**Job Location**: Pretoria, South Africa

**Grade Level**: Grade 7, Supervisor, National

**Introduction***: Church World Service (CWS) is a not-for-profit, faith-based organization transforming communities around the globe through just and sustainable solutions to hunger, poverty, displacement and disaster. CWS does not discriminate on the basis of race, color, religion, sex, national origin, gender identity, genetic information, age, disability or veteran status in employment or in the provision of services.

**Primary Purpose**: The position is primarily responsible for overseeing a Case Processing Unit, which includes reviewing workload, planning, monitoring work output and carrying out quality control checks on the work output. This position directly supervises Case Processing Assistants, Case Processing Assistants II and Senior Case Processing Assistants. This position works closely with the Case Processing Managers, Case Processing Coordinators, Data Integrity team and other departments.

**Essential Duties**:
**Compliance**
- Monitors day to day work in the unit to ensure case processing functions strictly adhere to the DOS/BPRM, USCIS, RPC, CWS and RSC Africa policies, guidelines and procedure;
- Demonstrates proficiency in START;
- Ensures and completes accurate records and updates in START and the physical file;
- Conducts tasks related to all stages of case processing;
- Reviews and updates START USRAP processing guides in collaboration with the START team;
- Takes a lead role in projects within Case Processing including planning workflow, providing direction, identifying reporting parameters, setting timelines and completing quality control checks on the project;
- Assesses daily unit reports and creates work plans, pipeline reviews and clean-up projects;
- Identifies and participates in process reviews;
- Conducts monthly manual files reviews or as necessary;
- Recommends, prepares and facilitates trainings based on the pipeline review;
- Assists in the development of Case Processing onboarding, preparing training modules and assisting in their implementation;
- Reviews and updates cases in readiness for the next stage in processing;
- Follow-up with the relevant RSC Africa processing teams to effect the needed changes in processing;
- Collaborates with the Data Integrity team to create reports and filters to ensure accuracy and efficiency in processing;
- Confirms staff have appropriate rights/access to essential folders and databases to facilitate their work;
- Monitors workload within the unit, prioritizes work assignments and assigns staffing resources accordingly;
- Establishes and monitors quality control reports/systems for all work output within the unit. Conducts regular quality checks to ensure cases are consistently and correctly updated;
- First point of contact for staff inquiries relating to case processing;
- Occasional travel to different processing locations to monitor Case Processing staff;

**Representation**
- Liaises with implementing partners, including RPC, IOM, UNHCR, CIS and PRM, as necessary and in a professional manner;
- Point of contact for the RSC Africa group mailboxes and ensures that communication is professional, timely and accurate;
- Regularly communicates with partners to ensure cases proceed to the next step in processing in a timely manner. Communicates with applicants to ensure cases proceed to the next step in processing in a timely manner;
- Coordinates meetings between RSC Africa and partners as necessary;
- Represents organizational policies and culture to staff;

**Performance Management**
- Provides direct supervision and leadership to the CPAs, CPAIIs and SCPAs, including probationary, quarterly and yearly performance evaluations;
- Develops and implements training modules for new Case Processing staff;
- Reviews data and QC reports to identify training needs and facilitates training and coaching;
- Provides regular feedback to staff and facilitates training, coaching, mentoring and performance improvement plans as needed;

**Staff Care**
- Monitors and ensures a safe, healthy and professional work environment;
- Actively supports staff by promoting safe space, open-door and the escalation policy;
- Establishes and communicates clear expectations to staff to foster a predictable and consistent work environment;
- Ensures that reasonable working resources are availed to staff in the unit;
- Monitors time and attendance records for staff within the unit;
- Ensure direct reports are accessing and using their benefits appropriately including leave.

**Program Administration**
25. Participates in hiring/recruitment;
26. Ensures that resources availed to staff are used in an efficient manner;
27. Completes other duties as assigned by CWS/RSC Africa Management;

**Qualific