Hosting Operations Coordinator

  • AFS-USA Inc
  • New York, NY, USA
  • 512 views
Full Time Education Operations Travel

Job Description

ABOUT AFS-USA:

AFS-USA is part of a worldwide network of AFS partner organizations that work together to advance global education and foster meaningful connections across cultures. As the network’s largest partner, AFS-USA works to increase the global competency of U.S. citizens by providing a variety of international and intercultural learning experiences to individuals, families, schools, and communities. We are proud of our Staff of approximately 200 dedicated individuals, working from our national office in New York City as well as home offices across the county, who collaborate with our more than 4,000 AFS-USA Volunteers to deliver high quality programs and global education resources. These include: immersion-based study abroad experiences in over 40 countries worldwide; opportunities to host foreign AFS exchange students; and global learning workshops and curricula for educator, schools and businesses.

 Job Overview

The Hosting Programs and Operations Department is comprised of the Senior Director, Manager of Programs and Operations, two Senior Program Innovation Specialists, two Senior Hosting Programs Coordinators, two Hosting Operations Coordinators and Seasonal employees during peak seasons.

 The Hosting Operations Coordinator conducts timely and accurate reviews of student and host family applications, ensuring completion and adherence to AFS-USA’s acceptance criteria, AFS International Standards, US Department of State Exchange Visitor regulations and CSIET Standards. In cases where additional information or changes to the applications are required, the Coordinator communicates with AFS international partners and AFS-USA staff to coordinate revisions, all the while maintaining accurate records and maintaining the organizational database. The Coordinator similarly reviews all host family applications on a rolling basis for student moves to other host families while on program to achieve the same level of adherence.

 In addition, the Coordinator supports training for other staff and holds partial supervisory responsibilities for seasonal staff. The Coordinator also contributes to overall departmental goals, including supporting various hosting-related IT projects to refine hosting processes and improve customer service, hosting-related marketing projects and also collaborates with other departments on overall AFS goals and development. Evening, weekend and seasonally variable work hours should be expected. Some travel will be required to conferences, meetings or training events. Opportunities for scheduling time off during peak season (July – September) are limited.

 The HOC is also responsible for managing student program extensions from semester to year program, manages the hosting paperwork inbox and responds to all voicemail/emails received by the department. Other duties and opportunities are as assigned.

 Responsibilities

Placement Deadlines

  1. Prepares spreadsheet tracker for responsible territories for each deadline.

 Student Application Management

  1. Review inbound student applications using process checklists and verify student information in necessary databases.
  2. Determine eligibility of hosted participants for AFS programs in accordance with established program criteria, writing biographical summaries for use in placement process.
  3. Communicate with AFS Partner countries regarding missing or unclear information, and update student acceptance status, communicating final acceptance status to AFS international partners.
  4. Coordinate with relevant staff within AFS-USA regarding withdrawals, specific situations or requests, as needed.

 Host Family Application Management and Moves (2 Territories)

  1. Review host family applications for completeness and compliance with relevant standards, regulations and acceptance criteria, determining eligibility of applicants.
  2. Manage moves to ensure compliance for all moves where compliance can be feasibly achieved
  3. Follow up with host families as appropriate to ensure completeness of host family applications.
  4. Coordinate with relevant staff, volunteers and applicants to ensure completeness, obtain relevant clarification or additional screening steps as needed in order to determine eligibility of applicants.

 Management of Submitted Forms and Customer Service

  1. Manage the upload of submitted paper forms to the hosting paperwork email inbox
  2. Respond to voicemails received by the department, looping in relevant contacts in the organization as needed

 Program Extensions

  1. Manage the process of program extension, liaising with relevant departments and partners to ensure that semester students who choose to stay on program for a full year are able to do so

 Marketing Project Leadership

  1. Work closely with the marketing department to identify opportunities for hosting-related marketing initiatives.
  2. Provide support to marketing department in execution of campaigns and initiatives.
  3. Build cross-departmental relationships between hosting and marketing departments.

 Database Management and Process Improvement

  1. Contribute to risk management efforts by ensuring accuracy and integrity of data in compliance with U.S. Department of State regulations governing J-1 visa sponsors and AFS-USA Student Safety Policy.
  2. Create reports and analysis relevant to hosting operations in order to track progress on organizational goals, identify trends, improve customer satisfaction and/or improve processes.
  3. Collaborate with IT team and others to improve processes, online applications and reporting functionality.
  4. Participate as a stakeholder to provide feedback and ideas for Hosting Portal Project

 Training and Administration

  1. Support training related to host family and hosted participant screening for relevant staff.
  2. Provide evaluative input as needed to enhance performance and contribute to process improvement.
  3. Support SPHCs to direct the work of seasonal staff and provide training and feedback as needed.
  4. Provide excellent customer service to internal and external stakeholders.
  5. Other duties as assigned.

 Volunteer Registration (2 Territories)

  1. Review volunteer registration applications, including submitted interviews, references.
  2. Ensure territory’s volunteer’s registrations are progressing smoothly and team is supported in ensuring efficient registration, especially during liaison-linking season

 Work Conditions

The Hosting Operations Coordinator will work out of the AFS-USA office in New York, NY. The Hosting Department is open Monday through Friday from 9:00 a.m. to 8:00 p.m. A typical 8-hour work day falls within these hours, although a Hosting Operations Coordinator must be flexible to work outside these hours, including evening and weekend work. There will be times when hours will have to be altered with seasonal fluctuations in workload, goals, and deadlines. Depending on workload, number of hours in each day may vary. All hour alterations should be approved at least one week prior to actual date of change.

QUALIFICATIONS & SKILLS

  • Bachelor’s degree in a relevant field of study (international affairs, intercultural studies, education, management or related area) or 5+ years of relevant work experience, preferably in the education or non-profit sectors.
  • Experience working within database systems, user level skills.
  • Excellent intercultural and interpersonal communication skills.
  • Both written and over the phone relationship management and customer service skills.
  • Training skills and experience.
  • Excellent computer skills, including word processing, spreadsheets, email, and internet-based applications. (Microsoft Word, Microsoft Excel, Microsoft Outlook, Google Docs)
  • Track record of working collaboratively to achieve results and ability to thrive in a team environment.
  • Ability to manage multiple priorities under multiple deadlines.
  • Excellent verbal and written communication skills.
  • Detail oriented with excellent organizational skills.
  • Ability to work with individuals of diverse backgrounds.
  • Attention to detail while keeping the bigger picture in mind.
  • Ability to handle ambiguity and work in a fast paced and demanding environment.
  • Commitment to the mission and principles of AFS Intercultural Programs

 

NON-DISCRIMINATION:

It is the policy of AFS-USA to provide equal employment opportunity in all employment practices without regard to actual or perceived race, color, religion, creed, ethnicity, citizenship status, gender (sex), age, national origin, marital status, sexual orientation, unemployment status, disability, prior record of arrest or conviction (except as permitted by law), predisposing genetic characteristics, status as a victim of domestic violence, or any other unlawful basis. Our goal is to foster a diverse workforce which reflects a broad spectrum of society and maintain an organization free from unlawful discrimination towards any employee or applicant for employment. Full commitment to this policy is required to produce a work environment in which we can take pride.