Role:
Under the supervision of the URP Director, the Reception Manager is responsible for ensuring the smooth operation of all reception and casework support services. This includes the provision of hospitality and reception services, as the face of URP, to all persons visiting the program for assistance. The Reception Manager also provides support to casework and counseling staff by managing the roster of necessary interpreters, and welcoming and directing clients to their appointments. The Reception Manager is expected to work closely with the URP Director in the formulation of policies and protocols related to reception services, staff coordination and record-keeping, and ensure compliance with these by volunteer reception staff.
Responsibilities:
Hospitality
• To ensure that the reception area is a clean and welcoming environment for all visitors to the program.
• To ensure that adequate and appropriate seating is available for all visitors.
• To ensure that appropriate and up to date information is provided in the reception area.
• To ensure that the reception area has adequate refreshments, including tea, coffee and cold water, and that visitors have suitable cups and glasses for use.
• To provide a warm and friendly reception to all visitors.
• To ensure high standards of hospitality and customer service.
• To provide first aid support to visitors when medical emergencies arise at reception (e.g. fainting spells).
• To ensure that the first aid box is stocked and updated with the appropriate medications and supplies.
• To interact with clients at reception and provide pastoral care.
Casework Support
• To register all urban asylum seekers and refugees approaching the program for assistance.
• To arrange for phone interpretation, if needed, to communicate with and understand the needs of all visitors seeking assistance.
• To provide the necessary forms for visitors to access services.
• To collect any evaluation, complaint or feedback forms submitted by visitors or clients.
• To arrange for any necessary translation of forms or announcements from English into other languages and vice versa.
• To update the program database with appropriate information of visitors requesting services.
• To assist and guide refugees in meeting their appointments with program staff.
• To ensure sufficient interpreter support for days that the program receives walk-in clients
• To implement policies related to the reception of walk-in clients.
• To recruit interpreters and manage interpreter roster.
• To ensure that all interpreters are given an orientation to JRS services, basic training in interpretation skills and sign the necessary code of conduct.
• To collate daily information on part-time interpreters called by casework or counseling team
Communication/Reporting
• To communicate regularly with the URP Director, reporting on all issues and developments in reception arrangements.
• To meet with the URP Director on a regular basis and attend URP staff meetings as requested by URP Director.
• To submit activity reports as requested.
• To submit monthly statistical reports on asylum seekers and refugees approaching the program.
• To deliver emergency response communications between URP Director and reception staff including interpreters when necessary.
Supervision
• To directly supervise all reception staff in the performance of their duties and ensure high standards of service.
• To provide support and supervision to all part-time or on-call interpreters, which include managing and monitoring the work delivered.
• To report any issues regarding reception services, interpreters or staffing to the URP Director.
Pastoral Service
• To provide home visitations and pastoral service to clients if necessary.
Qualifications & Experience:
• Fluent in Thai and English.
• Minimum Bachelor degree in social work, social science, or related professional filed.
• Experience with NGOs at least 1 year and if any experiences in asylum seeker, refugee-related issue is an advantage.
• Experience in font desk and reception management is desirable.
• Decision making skill, service-minded, patient, and self-motivated.
• Positive attitude towards vulnerable person (refugees and asylum seekers).
• Good planning and organizational skills with the ability to think and act strategically in the design of programs, and conceptualize complex issues.
• Understanding of and empathy with asylum seeker, refugee problems.
• Ability to work successfully in a multi-cultural with limited resources and challenging environments.
• Computer literacy, being able to use Word, Excel, Access and Power Point programs and related program for social work.
• Good data collection skills and is able to use JRS’ data system.
• Strong interpersonal skills with good communication, managerial and diplomatic skills.
• Strong analytical and problem-solving skills.
Interested candidates must apply by sending their cover letter and CV (including 3 references letter) addressing how they satisfy the criteria described above. JRS advocates for equal opportunity and promotes a diversified and inspiring working environment. Therefore, qualified candidates of ethnic minorities and women are strongly encouraged to apply.
Applications are to be sent to recruit.urp@gmail.com by 6 July 2021. Early applications are encouraged
Only shortlisted candidates will be contacted.
Contact : recruit.urp@gmail.com
