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:
The Refugee Communication Manager is responsible for managing all communications and inquiries between HIAS RSC Austria and the refugee applicants via email, phone and or in-person. The Refugee Communication Manager ensures also that external communication is accurate and complies with PRM, RPC and HIAS policies including the Program Integrity Guidelines, promoting a zero tolerance policy to fraud and internal malfeasance.
Responsibilities:

• Manage, supervise and guide all the communications (scheduling of appointments, USCIS interviews, registration, CO classes, medicals, travel/flights, receipt of missing documents etc.), via phone calls, email and SMS, between the refugee communication team and the refugee applicants
• 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 follow-up skills; ability to multitask and collaborate with different units
• Ability to plan accurately, manage deadlines and deliver within strict timeframes
• Able to review and develop policies and procedures for the department
• A flexible, mature and professional attitude to work
• Demonstrates exceptional resilience and composure in high-pressure and stressful situations
• Able to maintain consistently high standards of work
• Problem-solver who takes initiative to provide solutions
• Technologically savvy, able to work with Microsoft Office applications, communication software, databases, Tableau and other reporting tools
• Experience with START databases is highly preferred
• Ability and willingness to travel internationally when required

All applicants should have the legal right to live and work in Austria without additional support.
Compensation for this position is minimum 4000 euro monthly in accordance with all standard Austrian legal and tax deductions.
This position is 100% in office and remote work is not possible, however a flexible time schedule is available internally.
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.
SAMPLE 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: Offer and background check.
Step 7: 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.
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.
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 • Hospitalité • (Hachnasat Orchim)
We Welcome the Stranger
Justice • Justicia • Justice • (Tzedek)
We Pursue Justice
Empathy • Empatía • Empathie • (Chesed)
We Approach our Clients with Empathy
Partnership • Compañerismo • Coopération • (Chevruta)
We Believe in Changing the World through Partnership
Courage • Coraje • Courage • (Ometz)
We Act with Courage to Build a Better World
Resilience • Resiliencia • Résilience • (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.