Refugee Communication Manager

vor 1 Monat

Wien, Österreich HIAS Inc Vollzeit

**ORGANISATION**:HIAS RSC Austria

**TITLE**:Refugee Communication Manager

**REPORT TO**: Head of Refugee Programs

**LOCATION**:Vienna, Austria

HIAS is the global Jewish non-profit that protects refugees whose lives are in danger for being who they are. We help refugees build 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. The RSC Austria also operates two sub-offices in Tel Aviv, Israel and Zagreb, Croatia to process refugees for resettlement to the US.

**Purpose of the role**:
**Responsibilities**:

- Supervise all staff in the refugee communication team, providing support, feedback and motivation, and training them in providing refugee applicants with general USRAP information or with their case-specific information, and ensure communications are accurate, efficient, timely, sensitive, and compliant with program guidelines by monitoring both incoming and outgoing communications
- Create, review and update the internal Communication Standard Operating Procedures (SOPs) in compliance with processing guidelines
- Create, review and update the narrative/scripts/templates used for the different form of communications and channels with the refugee applicants and train the refugee communication team in using them appropriately
- Develop and deliver communication reports on statics and trends as requested by the Head of Refugee Programs and the Data Refugee Team
- Monitor and track communication about potential fraud and malfeasance following instructions from the RSC management and PRM
- Regularly create, review and assess RSC communication processes and policies by also suggesting mechanisms to mitigate risks and to prevent and detect fraud and malfeasance
- Ensure communication error detection and correction through staff training, perform regular quality checks on work conducted by the team and develop strong quality control mechanisms before correspondence is sent
- Improve refugee applicants’ access to information and efficient responses/communication towards them by identifying gaps and delays in communication systems and program steps and responding to those gaps and delays by enhancing existing communication tools, or, in compliance with PRM guidance and in coordination with the IT team, identify and implement better communication tools, including those that can automate program tasks
- Coordinate and Organize the Phone Open Hours for all the three offices (Austria, Croatia and Israel)
- Work closely with the Program Team Management to organise all communication effectively from a variety of channels and promote clear and positive communication between various RSC units by encouraging dialogue between Program Managers while complying with funder’s guidance
- Document accurately the correct communication procedures to be followed on START (ex. action items, contact logs) and train the program teams and refugee communication team on them
- Provide technical assistance, guidance and information on changes to workflows and procedures to the refugee communication team in accordance with START (USRAP Refugee Processing System), USCIS, PRM Program Announcements
- Contribute to reviewing, translating and updating refugee applicants RSC information campaign messages and materials as required and ensure that RSC communication materials are appropriate for all age groups, all literacy levels, all languages, all abilities, all genders
- Maintain and ensure the confidentiality and integrity of all RSC-related information by implementing control procedures in line with USRAP standards of conduct and data protection rules
- Attend and actively contribute to Management and other meetings as appropriate
- Identify individual and team training needs, coordinating with the Human Resources Manager, Refugee Data Manager and Head of Refugee Programs to find the best way of addressing these needs
- Any other tasks given by the Head of Refugee Programs in order to better support the Programs activities

**Key skills and attributes**:

- Education Degree in Communication or other related field or relevant communication professional experience
- Direct supervisory experience, particularly in managing a team
- Confident in leading and motivating a team with the ability to give individual performance feedback and set appropriate goals
- Excellent command of English (written and verbal)
- Excellent Command of Farsi is preferred
- Fluency in Tigrinya or Arabic is an advantage
- Previous working experience/direct or indirect engagement with NGOs and any other humanitarian exposure is preferred
- Previous refugee resettlement support work within the US Refugee Admissions Program would be an advantage
- Strong interpersonal and cross-cultural communication skills
- Ability to think and act independently
- Excellent organizational and fol

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