Program Coordinator, Sponsor Support & Concierge Booking

Type: Full-time, Exempt

Duration: Fixed Term, October 15, 2024 - December 31, 2024

Location: Remote in the U.S.

Salary: $45,000 - $55,000

Reports to: Program Manager, Customer Service

Benefits: CSH offers an excellent benefits package, flexible work schedule, and generous vacation and wellness leave.

About Community Sponsorship Hub

The Community Sponsorship Hub (CSH) is a dynamic organization dedicated to growing the role of communities in the protection, resettlement, and integration of refugees and other forcibly displaced people. Mobilizing civil society, and the public, private, and philanthropic sectors, and empowering them with resources and access, we shape and coordinate a community sponsorship system that leverages the power of welcoming Americans.

CSH operates in the U.S. (New York, Washington, D.C., and remote) as a project that is fiscally sponsored by Rockefeller Philanthropy Advisors. CSH is committed to creating a diverse, equitable, and inclusive workplace. CSH is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, religion, gender, gender identity or expression, sexual orientation, country of origin, genetics, disability, age, or veteran status.

We strongly encourage applications from individuals with lived experience in the communities we serve or whose identities are underrepresented in the immigration and protection profession.

About Private Sponsorship for Refugees and the Sponsor Circle Program

The Department of State, Bureau of Population, Refugees, and Migration (PRM) launched Welcome Corps, a Private Sponsorship of Refugees (PSR) program in January 2023 as part of the Administration’s efforts to expand community sponsorship in refugee resettlement. Community Sponsorship Hub and its consortium develop and implement the infrastructure to welcome and support thousands of refugees by equipping lawful permanent residents and citizens to welcome newcomers and experience the benefits of resettlement firsthand. The program allows Americans to consistently engage in sponsorship and meaningfully enhance integration outcomes for refugees. The PSR pilot program builds on previous successes in community sponsorship programs to expand resettlement capacity in the United States and diversify welcoming communities, bringing new perspectives, and increasing opportunities to take part in resettlement.

The Sponsor Circle Program (SCP) is an emergency initiative launched by a growing coalition of partner organizations to support the placement of Afghan, Ukrainian and other populations entering the U.S. through humanitarian parole to welcoming communities throughout the United States. Through the program, vetted, trained, and certified sponsor circles support newcomers through a core sponsorship period of 90 to 180 days.

Position Overview

The Program Coordinator, Sponsor Support & Concierge Booking will play a critical role in ensuring sponsors have a seamless and supportive experience, particularly in accessing housing resources and information. This position will also support the implementation of the new Concierge Booking approach, ensuring that sponsors and hosts receive high-quality support throughout the booking process.

Key Responsibilities

include but are not limited to:

Sponsor & Housing Support

• Manage Housing Support: Oversee short-term housing support provided by Airbnb.org, including managing on- and off-platform bookings, liaising with hosts, and ensuring sponsor groups have the accommodations needed for refugee newcomers.
• Communication & Correspondence: Serve as the primary point of contact for sponsor groups and partners, addressing inquiries and resolving issues related to bookings, stays, and refunds in collaboration with the Program Associate, Sponsor Experience, the Program Manager, Customer Service and other CSH staff.
• Invoicing: Support with the invoicing process for all Airbnb on- and off-platform bookings, including entering the invoices in our expense management system and reconciling them.
• Data Management: Track bookings, fund applications, and related financial transactions to ensure accurate reporting and compliance with program requirements.

Concierge Booking Responsibilities

• Support with Implementation of Concierge Services: Support the implementation of the Concierge Booking service, providing personalized support to sponsors throughout the booking process. This includes helping select accommodations, managing booking confirmations, and ensuring a positive experience for sponsors and hosts.
• Automation & Process Improvement: Collaborate with IT support teams to develop automated processes for booking-related communications and streamline the overall booking workflow.
• Reporting & Feedback: Monitor the effectiveness of the concierge services and gather feedback to continually improve the service. Prepare regular reports on the program’s performance, highlighting key metrics and areas for improvement.
• Webinars & Training: Help coordinate and participate in webinars designed to educate sponsors about the Concierge Booking process and the support available through CSH.

Qualifications

Professional Experience

• 1+ years of experience in customer service or supporting clients in a professional capacity.
• Strong logistical management skills, particularly in handling bookings and reservations.
• Proficiency in data management and reporting, with strong attention to detail.
• Excellent written and verbal communication skills, capable of engaging with diverse community groups and partners.
• Ability to work independently, take initiative, and manage multiple priorities in a fast-paced environment.
• Commitment to advancing racial equity and social justice in all aspects of the role.
• Excited about working in and navigating a non-profit/government-adjacent environment with an important mission and values, where staff are compassionate and respect all cultures.

Technical Expertise

• Strong customer service skills, including the ability to handle inquiries, resolve issues, and provide a positive experience for sponsors and partners. Experience in a customer-facing role is highly valued.
• Proficiency in data management software for tracking bookings, fund applications, and other relevant information. Experience with database platforms and Excel is required.
• Experience with process automation tools and techniques to streamline booking communications and other repetitive tasks.
• Strong skills in using communication platforms (e.g., email, chat, video conferencing) to coordinate with sponsors, partners, and internal teams.
• Ability to generate and interpret reports, analyze program data, and provide insights to improve the sponsor experience and concierge booking services.

Commitment to Racial Equity and Social Justice

CSH strongly encourages applications from individuals with lived experience in the communities we serve or whose identities are underrepresented in the immigration and protection profession.

Candidates must:

• Have an unwavering commitment to advancing racial equity and ensuring this is reflected throughout the organization’s programs.
• Recognize the intersection of race and economics in shaping education and employment opportunities.
• Work to elevate and amplify the voices of the refugees and displaced persons we serve.