Refugee Communication Assistant (Farsi)

at  HIAS Inc

ORGANISATION: HIAS RSC Austria
TITLE: Refugee Communication Assistant (Farsi)
REPORT TO: Refugee Communication Manager
LOCATION: Vienna, Austria

KEY SKILLS AND ATTRIBUTES:

• Excellent command of English (written and verbal)
• Native Farsi required
• Working knowledge of Armenian/ Assyrian/Arabic would be an asset
• Previous working experience with NGOs, USRAP and any other humanitarian organization is preferred
• Excellent interpretation and translation skills
• Ability to interpret remotely using different technologies
• Enthusiastic and motivated with a positive attitude
• A flexible, mature and professional attitude to work
• Uses initiative to ask questions and make suggestions
• Able to maintain consistently high standards of work
• Able to focus intensively for extended periods
• Highly organized with strong attention to detail
• Proven interpersonal skills and cross-cultural sensitivity
• Able to work with Microsoft Office applications, the internet and other databases to create documents, access and update information and prepare reports
• Able to work both in a team and independently
• Experience with START databases is an advantage
• Ability and willingness to occasionally travel internationally
  All applicants should have the legal right to live and work in Austria without additional support.
  Compensation for this position is minimum 2300 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.

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 Resettlement Support Center (RSC) processes refugee cases for resettlement to the US through a contract with the US State Department.

PURPOSE OF THE ROLE:

To perform all fundamental communication processes from the time of application to departure for refugee applicants, in compliance with PRM, RPC and HIAS policies including the Program Integrity Guidelines, as directed by the Refugee Communication Manager. To provide accurate and complete information to refugee applicants and, when necessary, interpret for various RSC matters, in line with the Interpreter Code of Conduct.

RESPONSIBILITIES

• Respond to all inquiries from refugee applicants in coordination with the Refugee Communication Manager and the Refugee Communication Associate
• Act as the first point of contact with refugee applicants and interpret as necessary
• Act as the main interpreter for face-to-face, phone, email interactions with refugee applicants ensuring communications are accurate, efficient, timely, sensitive, and compliant with program guidelines and HIAS Policies
• Inform and update refugee applicants of any appointment throughout the processing cycle (USCIS interviews, registration, CO classes, medicals, travel/flights, receipt of missing documents etc.) via phone calls, emails and SMS
• Follow the local guidance within and the USRAP Processing Guides and the appropriate narrative/scripts/templates when contacting a refugee applicant
• Update necessary information in the US Government secured database (START) and accurately document the action performed in it (ex. action items, contact logs) following the correct procedures in compliance with PRM and the RPC
• As needed, scan and upload documents into the US Government secured database (START), collect missing documents from applicants, and copy documents
• Answer applicant inquiries during Phone Open Hours for all the three RSC offices (Austria, Croatia and Israel)
• Contribute to translating and updating RSC information materials as required
• Ensure the confidentiality and integrity of all RSC-related information in line with USRAP standards of conduct and data protection rules
• When necessary, interpret and assist for a variety of case processing and programmatic scenarios (including registration, casework interviews, USCIS interviews)
• Translate documents and messages as necessary
• Collaborate with different Program departments to provide accurate information about communication with refugee applicant
• Attend and participate in team meetings and training sessions
• Any other tasks as assigned by the Refugee Communication Manager