Church World Service (CWS) – Cultural Orientation Manager.

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Job Description

Position Title:                          Cultural Orientation Manager

Reports To:                             Cultural Orientation Coordinator

Division:                                  Immigration & Refugee Program+ (IRP+)

Department:                            Programs, Cultural Orientation

Job Location:                          Nairobi, Kenya

Grade Level:                            Grade 8, Manager, 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:

This position is responsible for the Cultural Orientation division’s day to day management and provides effective and efficient field mission planning, administrative support, and logistical support while adhering to current RSC Africa standard operating procedures and PRM guidelines.

Essential Duties: 


  1. Ensures all CO activities strictly adhere to the PRM, RPC, CWS and RSC Africa policies, guidelines and procedures.
  2. Ensures development, implementation, dissemination, monitoring and adherence of standard operating procedures (SOPs) for cultural orientation department
  3. Conducts job function observations of CO staff to ensure compliance is met and identifies any areas of improvement or training needs.
  4. Conducts regular process reviews.

Data Management and Analysis:

  1. Closely monitors the movement of cases through the RSC Africa refugee pipeline, and works with CO staff to ensure cases receive CO according to the PRM Cooperative Agreement.
  2. Acts as the point person for CO staff inquiries related to CO.
  3. Develops and implements department specific pipeline analysis to inform workload projections and staffing and to anticipate future workloads.
  4. Manages reports and quality control checks that ensure accuracy and efficiency. Ensures annual plan and strategic plan goals are met as communicated by the COC.
  5. Reviews RSC Africa trip reports and follows up on issues related to partners and logistics. Reviews statistical reports in coordination with the COC and Data Integrity Unit to ensure efficiency and accuracy of said reports.


  1. Develops and maintains effective relationships with RSC implementing partners, including PRM, IOM, UNHCR, RPC and domestic Resettlement Agencies.
  2. Ensures partner communication from the department is professional, timely and proactive. Represents organizational policies and culture to staff.
  3. Ensures the workforce is professional when representing CWS/RSC Africa to refugees, partners, the funder and colleagues.

 Performance Management

  1. Provides direct supervision and leadership to the CO Supervisors, including yearly performance evaluations, developing job descriptions, hiring and coordinating leave.
  2. Develops and implements training modules for CO staff in coordination with the Training unit and CO Supervisors, and ensures that staff receive cross training on different aspects of refugee processing.
  3. Ensures that QCs are being conducted and feedback is being provided to staff and/or other departments.
  4. Conducts and ensures coaching, mentoring, feedback and corrective action plans are carried out where needed.
  5. Ensures establishment of performance expectations as well as  communication, on-boarding and training systems
  6. Develops performance management systems that support consistency in work outputs. 
  7. Travels to processing locations throughout the region to monitor teams and build partner relationships.
  8. Evaluates and assesses training needs of CO staff and takes the lead in organizing and providing trainings on a regular basis.
  9. Monitors staff time and attendance.

 Staff Care

  1. Monitors and ensures a safe, healthy and professional work environment. Ensures direct reports access and use their benefits appropriately including leave.
  2. 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.
  3. Ensures staff are safe in the field by coordinating with the RSC Staff Security Coordinator and disseminating information related to staff safety in the field.

 Program Administration:

  1. Delegates and oversees CO staff participation and performance on CO related projects. Assists in preparation of the CO budget and modifications in coordination with the COC. Obtains circuit ride related costs from partners and reviews budgets and invoices for accuracy. 
  2. Develops and updates Standard Operating Procedures related to USRAP cultural orientation processing and circuit ride preparation to enhance consistency and coordination.
  3. Organizes the hiring, onboarding and training of Cultural Orientation staff in collaboration with HR department and CO supervisory team
  4. Maintains records of all correspondence with partners.



  • Eight (8) years of work experience
  • Two (2) years of direct supervisory experience is required


  • Thorough knowledge of the US Refugee Admissions Program and START database Strong computer skills, in particular Microsoft Excel, Word, Outlook and Access 
  • Excellent English writing skills and clear communications style
  • Excellent organizational and time management skills


  • Work and make decisions independently and contribute to overall operations at management levels
  • Exercise good judgment and seek guidance as appropriate when confronted with unanticipated problems in the field;  
  • Maintain a high performance standard with attention to detail, completing tasks within set timeframes; 
  • Exercise good judgement and seek guidance as appropriate when confronted with unanticipated problems;  
  • Deal effectively and courteously with a large number of associates, outside agencies, refugees and members of the general public; 
  • Manage large and diverse workload under pressure with competing priorities.
  • Maintain the integrity of official records;  
  • Analyse 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).   
    • Be flexible with changing of daily duties as needed.

 Education & Certifications:

  • Bachelor’s Degree or four (4) years of paid experience in lieu of a Bachelor’s Degree is required

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.

Special Requirements

  • COVID Vaccination is strongly recommended for all successful candidates
  • The candidate should be of good health, willing and able to travel extensively in often difficult conditions, and have a high degree of flexibility. Must have proof of Yellow Fever vaccination before traveling for RSC Africa
  • This position is based in Nairobi, Kenya
  • This position requires use of laptops at all time, competence in Microsoft office packages is required.
  • This position may require travel in sub-Saharan Africa on short notice and under sometimes difficult conditions to meet demands of a dynamic operational program
  • Background check which includes references and an educational and criminal check is required before the start of employment
  • A valid passport and the ability to maintain a valid passport throughout the entire appointment is required, which includes having enough passport pages for travel. 
  • Physical: This position requires bending, squatting, crawling, climbing, kneeling, sitting, standing, walking, pushing/pulling, handling objects (manual dexterity), reaching above shoulder level, using fine finger movements and lifting/carrying heavy loads.
  • Environmental: Incumbents in this position will be exposed to excessive noise, marked changes in temperature and/or humidity, dust and infectious diseases, harsh weather climates, long work hours, bumpy roads, extended travel, excessive sun exposure, and non-ventilated spaces.
  • Full Time
  • All employees should be prepared to work from the CWS office within their location of hire. Remote work arrangements may vary depending on location and the governing rulings regarding the COVID-19 pandemic





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