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 from our national office in New York City as well as home offices across the county, who collaborate with our more than 2,000 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 educators, schools and businesses.
The Participant Support and Learning Team’s primary role is m maintaining the wellbeing of all participants while facilitating intercultural learning. The Participant Support and Learning Specialist works closely with department leadership in developing and implementing quality support for our hosting and sending programs. The Support and Learning Specialist also works to advise, train, and strengthen their volunteer area teams’ capacity to support participants, host families, US families/guardians during the intercultural living experience.
DUTIES/RESPONSIBILITIES:
Crisis, Risk, and Conflict Management Functions
- Work closely within the Participant Support and Learning Department and with partner offices to monitor and manage situations as they arise.
- Assist in reviewing cases and planning/drafting responses when dissatisfaction with the AFS program has been expressed by a stakeholder.
- Act as AFS-USA primary on-call Duty Officer during evenings, weekends, and holidays on a rotating schedule to respond to emergencies.
Case Management Functions
- Assist volunteers to ensure that appropriate steps are taken with participants, host families, schools and/or any other parties as necessary to resolve issues.
- Keep partner offices informed of cases involving participants and provide all necessary reporting and documentation.
- Work closely with partner offices to obtain information on cases affecting US students abroad and maintain clear and regular contact with sending parents to keep them appropriately informed.
- Work with volunteers to obtain medical or legal services in cases that so warrant and work closely with the Senior Participant Support and Learning Specialist and the Participant Support Managers in serious medical, psychological or legal cases.
- Keep the Participant Support and Learning Manager informed of all support cases, especially those which involve situations of high levels of risk.
- Ensure that all hosted participants are assigned a registered, trained, and compliant local volunteer prior to their arrival.
- Keep all support cases as well as other relevant participant data up to date.
Training
- Work with various stakeholders in designing and delivering appropriate support training for volunteer teams online and in-person.
- Participate in National, Regional and local training events.
OTHER DUTIES:
Please note this does not contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
QUALIFICATIONS AND SKILLS:
- Bachelor’s degree required in any of the following or related fields: International Affairs, Social Work, Psychology, International Education, Global and Cultural Studies, Peace and Conflict Studies, Adolescent Health and Education.
- Master’s Degree a plus.
- Strong written and verbal communication and strong analytical problem-solving skills required
- Ability to handle emotionally intense situations and remain calm under pressure, and ability to manage these situations remotely
- Experience living abroad and knowledge of intercultural communication styles preferred
- Customer service experience preferred
- Experience as a volunteer or working with volunteers preferred
- Experience supervising others and leading group training sessions
- Ability to work independently and as a member of a team
- Ability to build relationships across geographic distances
- Intercultural Learning, Conflict Resolution/Transformation, Social Work, Advising/Counseling, Child Protective Services, Psychology, Adolescent Mental Health, Alcohol/Tobacco Prevention, Anti-Discrimination/Diversity and Inclusion experience highly desired
- A valid driver’s license and passport preferred.
WORK EXPECTATIONS:
- AFS USA work hours are generally from 9:00 am – 5:00 pm, Monday through Friday EST; however, given the nature of this position and the necessity to work closely with volunteers, the specific schedule of this role will be discussed with the hiring manager.
- Travel is expected in this position.
SALARY:
- $60,0000 Annually plus benefits including: medical, dental, vision, and PTO
COMMITMENT TO DIVERSITY:
AFS-USA is committed to maintaining a culture of diversity, inclusion, and equity. We seek applicants from all backgrounds to ensure that we have the best, most creative talent on our team.
NON-DISCRIMINATION:
AFS-USA is committed to a work environment in which all individuals are treated with respect and dignity. AFS-USA prohibits all forms of unlawful discrimination, harassment and retaliation, including behavior which targets an individual or group based on perceived or actual characteristics, such as but not limited to: race, color, religion, creed, sex (including pregnancy, childbirth and related medical conditions), national origin, age, disability, military service, veteran status, marital status, partnership status, sexual orientation, familial status, gender identity, gender expression, transgender status, genetic predisposition or carrier status, alienage, citizenship status, caregiver status, status as a victim of domestic violence, sex offense or stalking, unemployment status, status as a certified medical marijuana patient or any other legally protected classification.
APPLY:
Please note that only completed applications will be considered. If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please contact our HR Department at hr@afsusa.org. Only online applications will be accepted.
