Program Assistant Manager

ORGANISATION: HIAS RSC Austria

TITLE: Program Assistant Manager

SUPERVISOR: Program Access Manager

LOCATION: Zagreb, Croatia

HIAS is the global Jewish non-profit that protects refugees whose lives are in danger for being who they are. We help refugees rebuild their lives and advocate that all displaced people are treated with dignity. The HIAS Austria office as the Resettlement Support Center (RSC) processes refugee cases for resettlement to the US through a contract with the US State Department. RSC Austria operates also offices in Zagreb, Croatia and Tel Aviv, Israel to process refugees for resettlement to the US.

Purpose of the role:

Responsible for supporting the Program Access staff as part of the assistant management team to ensure all refugee processing activities from pre-screening to departure are completed.

Key Responsibilities:

• Work closely with Program Access Manager to actively maintain an overview of the workflow of all cases, including the security check process


• Act as an escalation point and knowledge lead for all Program Access processing activity


• Ensure appropriate management of cases with special needs and/or those requiring expedited processing


• Facilitate regular communication between all staff involved in cases while at the Program Access processing stage


• Regularly observe and give feedback to Program Access Manager regarding team and individual performance and general feedback or observations of program staff in line with PRM/RSC/HIAS policies


• Update local guidance for all Program Access processes for submission to PRM Processing Guides


• Organize and lead team training, including monthly Processing Guide updates and with outside partners when required


• Manage, with the support of the Program Access Manager with requesting, receiving and refunding C&M funds


• In conjunction with the Program Access Manager, schedule, prepare and attend regular meetings for review of cases requiring manager input


• In conjunction with the Program Access Manager, ensure that the D-Visa/Temporary Residence lists are submitted as agreed with external partners


• In conjunction with the Program Access Manager, deliver accurate monthly, quarterly, annually and informational reports to internal and external parties in line with deadlines


• Act as the Point of Contact between the Program Access Team and Refugee Data Team and other teams when required


• Act as one of the Program Access team�s Power users


• In coordination with Program Access Manager, keep the staff schedule up-to-date to ensure enough staff are available to meet workload demands


• In line with PRM program guidelines, ensure quality control process at various checkpoints to ensure data integrity


• Act as back up to the Program Access Manager in case of planned or unplanned absence from the office


• Attend and actively contribute to management and other meetings as appropriate


• Lead/participate in committees and projects as required including the Fraud Prevention and Ethics Committee


• Any other tasks as assigned by the Program Access Manager

Key skills and attributes

• Fluency in English (written and verbal), in particular the ability to quickly write and edit documents


• Fluency in Farsi is an advantage


• Able to adapt quickly to new tasks, changes and challenges


• Excellent problem solving skills � able to find information required to recommend and/or make decisions quickly and confidently


• Excellent communication skills (written and verbal):
  
  
  
  • gives clear and respectful feedback and guidance to staff
  
  
  • has an approachable style and is open to new ideas
  
  
  • has the discretion and experience to represent the office internally and externally and to be part of the assistant management team
  
  
  
  


• Demonstrated abilities in supervising and guiding small teams


• Good analytical skills - comfortable creating fit-for-purpose reports from various data sources


• Strong attention to detail � able to remain focused and produce quality work, even under pressure


• Highly organized and able to manage multiple, conflicting priorities


• Confident working with databases to access and enter information


• Has good judgment � knows when it is appropriate to escalate


• Proven interpersonal skills and cross-cultural sensitivity


• Solid understanding of the operational Processing Guides and START is an advantage


• The maturity, professionalism and sensitivity to deal appropriately with applicants who may be difficult or distressed


• Ability to use Excel to analyze, present and track information


• Ability to work independently and produce consistently high quality work


• Required to undertake travel internationally as needed


• Strong IT skills

All applicants should have the legal right to live and work in Croatia without additional support.

This position is 100% in office and remote work is not possible.

This position is subject to the availability of donor funds.

DISCLAIMER

This job description is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all responsibilities, duties, skills required or permanent location. Location is subject to change based on programmatic needs. Flexibility is essential as we grow and develop. The successful candidate must be comfortable in a fast-paced, changing work environment with many crucial deadlines. All team members may be required to perform duties outside of their normal work hours of responsibilities as needed.

HIRING PROCESS

We are committed to a fair and respectful hiring process, and we do our absolute best to respond to every applicant. We prioritize communication and transparency with all candidates, even those who are not moving forward. Here�s a snapshot of our hiring process:

Step 1: Submit your application!

Step 2: Phone screen with a Human Resources staff person.

Step 3: Interview with the hiring manager.

Step 4: Interview with a panel of HIAS employees.

Step 5: Reference check.

Step 6: Start your professional journey with HIAS!

Note: Some of our hiring processes may vary, and not all candidates will advance to each step.

ABOUT US

Over one hundred years ago, the Jewish community founded HIAS (originally the Hebrew Immigrant Aid Society) in New York City, the immigrant gateway to America. Supporting Jews fleeing persecution and poverty in Eastern Europe, our founders were guided by the traditions, texts and history of the Jewish people�a history of oppression, displacement and diaspora. HIAS has since helped generations of Jews facing violence because of who they were, and HIAS remains committed to helping Jewish refugees anywhere in the world. Today, our clients at HIAS come from diverse faiths, ethnicities and backgrounds, as do our staff. We bring our experience, history and values to our work across five continents, ensuring that refugees today receive the vital services and opportunities they need to thrive.

HIAS is a learning community, committed to diversity and inclusion. We do our work with integrity, accountability, transparency and a commitment to the highest ethical standards. We seek employees from diverse backgrounds and life experiences to join our teams located in the United States and across the globe. People who identify as BIPOC, people with disabilities, people from the LGBTQ+ community and people with lived experiences of forced displacement or immigration are all encouraged to apply. We are committed to building a diverse workforce that reflects our vision, mission and values.

VISION

HIAS stands for a world in which refugees find welcome, safety and opportunity.

MISSION

Drawing on our Jewish values and history, HIAS provides vital services to refugees and asylum seekers around the world and advocates for their fundamental rights so they can rebuild their lives.

VALUES

Welcome � Acogimiento � Hospitalit� � ????? ?????? (Hachnasat Orchim)

We Welcome the Stranger

Justice � Justicia � Justice � ??? (Tzedek)

We Pursue Justice

Empathy � Empat�a � Empathie � ??? (Chesed)

We Approach our Clients with Empathy

Partnership � Compa�erismo � Coop�ration � ?????? (Chevruta)

We Believe in Changing the World through Partnership

Courage � Coraje � Courage � ???? (Ometz)

We Act with Courage to Build a Better World

Resilience � Resiliencia � R�silience � ??? (Ruach)

We Adapt and Thrive, Continuously Demonstrating our Resilience

DIVERSITY

HIAS is committed to a diverse and inclusive workplace. All qualified applicants will be considered for employment without regard to race, color, national origin, ethnic background, ancestry, citizenship status, religious creed, age, sex, gender, sexual orientation, physical disability, mental disability, medical condition, genetic information, marital status, registered domestic partner or civil union status, familial status, pregnancy, childbirth, military status, protected veteran status, political orientation or other legally protected status.