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Virtual R&P Quality Assurance and Accountability Specialist

Maryland, United States (Remote)

Virtual R&P Quality Assurance and Accountability Specialist

1 Month ago • 2 Years + • Account Management

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Job Description

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Are you a person of compassion? An advocate for justice? Someone who stands up for the rights of the vulnerable and speaks out for the marginalized, the exploited and the forgotten? Do you believe in our calling as Christians to welcome the least of these and love our neighbor?

If you answered ‘yes’, to any of the above, World Relief, and millions of people around the world need you.

At this pivotal moment in time, we are rapidly expanding and growing our team to meet the increasing needs of our world. We are looking for people who want to use their gifts and talents to make a real and tangible difference in our world and the lives of the suffering.

If you’re looking for a purpose-driven career in which you can grow your talents, while also standing up for the rights of the vulnerable, we want you to join us today.

ORGANIZATION SUMMARY

World Relief is a global Christian humanitarian organization whose mission is to boldly engage the world’s greatest crises in partnership with the church. The organization was founded in the aftermath of World War II to respond to the urgent humanitarian needs of war-torn Europe. Since then, for 80 years, across 100 countries, World Relief has partnered with local churches and communities to build a world where families thrive and communities flourish.

Today, organizational programming focuses on humanitarian and disaster response, community strengthening and resilience, and refugee & immigrant services and advocacy.

The Virtual R&P Quality Assurance and Accountability Specialist will lead monitoring, accountability, and evaluation for VR&P programming. They will be responsible for carrying out a self-monitoring plan to ensure strong client satisfaction, outcomes, and compliance with program requirements. This individual will work collaboratively with multiple Home Office (HO) staff, including the Accountability and Safeguarding Team,Complaints and Feedback Specialist, USP Finance, and the Initial Resettlement team. This position reports to the Virtual Resettlement Programs Manager. The Virtual R&P program is a new and developing model of resettlement. We are looking for innovative and self-directed individuals with strong problem-solving skills and high efficiency. The position requires excellent written and oral communication, remote project management skills and program experience.

ROLE & RESPONSIBILITIES:

---Program Management:
Collaborate with the Virtual Leadership Team to ensure participant satisfaction and program outcomes for the VR&P program through timely, high-quality services, including documentation of all services
Ensure casefile compliance in collaboration with the VR&P Manager
Develop and implement a monitoring framework and related tools for ensuring program compliance and quality assurance, with support from the Home Office (HO) Monitoring Evaluation and Learning Program Officer
Maintain a regular cadence of monitoring activities (e.g. reviewing casefiles, conducting virtual home visits, shadowing client check-ins, etc.)
Support Home Office (HO) and PRM monitoring activities, ensure necessary follow up and corrective action is taken in response to monitoring findings
Collaborate with Home Office (HO) Finance Personnel for program financial needs and to ensure all client funds are tracked timely and appropriately
Participate in department and Community of Practice calls
Review and analyze client feedback surveys and report results to Leadership Team for use in ongoing training development
Collaborate with Leadership Team to collect data for reports as required by Home Office, states, or PRM
---Feedback Management:
Serve as the Accountability Focal Point in conjunction with the Complaints Response Team (CRT)
Demonstrate expertise on the Complaints and Feedback Mechanism (CFM) policies and procedures contextualized to the VR&P program
Manage a database of incoming grievances and feedback from the CFM and place them into the appropriate category for response
Follow up to ensure that relevant program staff are actively managing the feedback
Ensure that investigation outcomes has been communicated to the feedback provider(s)
Document outcomes and participant satisfaction in the CFM
Escalate sensitive feedback to Home Office and the CRT as appropriate
Document lessons learned and share with VR&P leadership and Home Office
Ensure that VR&P staff receive CFM training and are demonstrating consistent and effective usage
---External Communication:
Attend all state, Home Office, and coalition meetings as appropriate
Other duties as assigned

JOB REQUIREMENTS:

Mature and personal Christian faith
Committed to the mission, vision, and values of World Relief
Desire to serve and empower the Church to impact vulnerable communities
Able to affirm and/or acknowledge World Reliefs Core Beliefs, Statement of Faith, Christian Identity and National Evangelicals For the Health of The Nation document
Demonstrated success working and communicating effectively in a multi-cultural environment
Remote project management skills
Demonstrated knowledge/experience with policies, and procedures
Decisive, with the ability to obtain necessary information to make decisions
Ability to speak clearly and comfortably on the phone with partners and participants, which include people with limited English abilities and/or the use of interpreters
Strong command of Microsoft Office applications
Proven ability to utilize digital communication tools, such as Zoom, Teams, What’s App and other platforms
Minimum of 2 years of work experience with Reception & Placement program
Travel 1-2 times a year for training

World Relief offers a competitive benefits package and employee discount program for full-time and part-time employees.

World Relief is honored to be recognized with the Gold-level Cigna Healthy Workforce Designation for exceeding the core components of our well-being program including leadership and culture, program foundations and execution, and whole person health.

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Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

For World Relief staff, strong commitment to the mission, vision, and values of World Relief is essential, and Christian faith is a prerequisite for employment, based upon United States federal guidelines provided in Title VII of the Civil Rights Act of 1964.

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