Support Manager for Study Abroad
Jennifer McKendree
Title: Support Manager for Study Abroad
Department: Support Services, Exchange Experience
Classification: Exempt
Reports To: Associate Director, Support Services
Date: July 2019
Mission
YFU advances intercultural understanding, life-long learning, global competencies, mutual respect, and social responsibility through transformational educational exchanges for generations of youth, families, and communities, supported by dedicated volunteers and professional staff. Participants’ experience abroad gives them leadership competencies necessary to meet the challenges and benefit from the opportunities of a fast-changing global community.
Purpose of Position
To carry out the YFU USA mission, the Support Manager for Study Abroad (SM) provides support and guidance to the US participants and their natural parents across the program experience, in conjunction with the support staff of partner countries where the participant is studying abroad. This position reports to the Associate Director, Support Services.
Core Competencies
• Leadership Ability--Successfully lead, motivate, delegate, empower and engage people.
• Teamwork and Collaboration--Able to work independently as well as collaborate with teams.
• Emotional Stability/Adaptability – Ability to function effectively even when faced with rejection or stressful situations. Sees each failure as one step closer to success. Learns from failures and doesn’t take it personally.
• Emotional Intelligence – Ability to empathize and understand the emotions and motivations that underlie human behavior, i.e., ‘reading people’ well.
• Organization/Time Management - Effective prioritization.
• General Cognitive Ability – Ability to interpret information quickly and accurately
• Communication (oral and written) - Ability to articulate well and write clearly.
Essential Functions
• Assess and advise on participant support issues to all constituents (students, natural parents, receiving partners) to coach problem-solving skills for students and direct appropriate behaviors/outcomes for the case.
• Counsel natural parents of participants, and at times participants, on tips for cultural adjustment, academic success, relationship building and general adolescent topics in concert with overseas partner’s management of participant’s on program needs and concerns.
• Communicate accurately and in a timely manner with partner countries regarding all student case work.
• Alert and collaborate with Associate Director or Director, Support Services as required of situations requiring Incident Report Filing with the US Department of State for Congress-Bundestag Youth Exchange outbound participants.
• Work with natural parents to help them to have a full understanding of issues at hand with the participant, so that they can effectively support the participant and also understand the importance of upholding YFU expectations of the program participant.
• Work effectively with both the natural parents and overseas partner, when the participant is being recommended for an early program termination, to ensure a full understanding by the natural parents and the participant of why the termination is necessary and also ensure that YFU International Basic Standards (IBS) are followed by partners, thus overall limiting post-program complaints by natural parents.
• Maintain a full understanding of Emergency Line protocols to provide rotating coverage for the after-hours Emergency On Call Support Line.
• Assist students and host families to resolve insurance claims as requested by YFU partners.
• Per YFU protocols, ensure comprehensive, timely, and accurate documentation of participant-related issues and reasons for student moves (host family and school changes) in the YFU database. Maintain on-line documentation of case notes to be available to Compliance/Quality Assurance staff for audit and complaint resolution.
• Participate in planning, supporting and leading pre-departure trainings for SA participants and NP – to include webinar sessions for those unable to join a live field based meeting; Japan and National Pre-Departure orientations (about June/July/and December), and CBYX SA Homecoming orientation (June/July)
• Assist Travel Department with inbound or outbound travel arrangements/communications where necessary.
• Work with the Education & Training Team to update training materials, Monthly Support Tips and review of YFU program policies and procedures.
• Consult with the Registration Team to bring insights from orientations and casework to strengthen SA application and enrollment process.
• Have a full understanding of Engagement Manager (EM) duties to provide effective PTO coverage and emergency on-call support of host families, students, natural parents and volunteers.
• Be versed in the YFU International Basic Standards (IBS) and Golden Guidelines, as well as US Department of State J1 Exchange Visitor regulations relating to secondary school exchanges.
Marginal Functions
• Actively participate in ad-hoc teams as appropriate.
• Provide feedback across Exchange Experience teams.
• Provide input based on responsibilities to YFU procedures/policy updates.
• Participate in summer exchange student placement cycle and recruitment activities as directed.
• Other duties as assigned.
Qualifications and Knowledge
• Undergraduate degree or equivalent combination of education and work experience in relevant discipline; five years relevant work experience and Master’s Degree preferred.
• International and/or intercultural experience strongly preferred.
• Demonstrated problem-solving, critical thinking and consultative skills, including an ability to calmly resolve conflicts and recommend an appropriate, balanced course of action for participants, partners, and the organization.
• Demonstrated ability to work productively and discreetly under pressure with sensitive issues.
• Excellent verbal and written communication skills; supportive customer service-oriented telephone manner and excellent listening and reflecting skills, with relevant experience.
• Ability to serve in an on-call function for assigned evenings and weekends. Access to internet, phone and computer required when on-call, including capability to make oversees phone calls.
• Ability to work independently in the absence of detailed instruction and direct supervision.
• Strong organizational skills, attention to detail and ability to work under pressure on multiple tasks with deadlines.
• Ability to maintain objectivity and defuse emotional situations.
• Computer literacy in word processing, spreadsheets, and database applications.
• Ability to work beyond a standard business day and accommodate urgent communications across varied time zones.
• Ability to travel as required.
• Flexibility and dependability essential.
• Past experience in a training role is helpful.
• Availability to be based in the YFU Washington, D.C. or Saginaw, Michigan office is preferred.
ADDITIONAL INFORMATION
Applicants must be eligible for employment and able to pass a pre-employment background check. If you are qualified and interested in being considered for this position, please submit your resume, cover letter, and salary requirements at the career site.