Participant Support Assistant, Risk Management

About AFS - AFS Intercultural Programs (www.afs.org) is a global network dedicated to developing active global citizens who are committed to making the world a better place. Through our international exchange programs, education initiatives, volunteerism and advocacy, we empower young people from diverse backgrounds with essential global skills and the passion to drive positive change. With over 105 years of experience, AFS leverages the strength of 45 National AFS Organizations to accelerate its local, global and collective impact.

AFS International serves as the global leadership, coordinating, and administrative body for the AFS Network. Our dynamic, fast-paced team of around 50 staff and contractors is based in New York City, collaborating globally to further our mission.

About our organization

We are a non-profit education organization with over 105 years of experience dedicated to developing active global citizens who are committed to making the world a better place. Through our international exchange programs, education initiatives, volunteerism and advocacy, we empower young people from diverse backgrounds with essential global skills and the passion to drive positive change.

Our dynamic, fast-paced team of around 50 staff and contractors is based in New York City, collaborating globally to further our mission.

Position Summary

The Participant Support Assistant will perform a critical role in the Risk Management unit, primarily in collaboration with the Program Policy and Support Manager (“PPS”) to handle a variety of crucial matters. Daily activities include monitoring of relevant issues and situations, oversight and support of Partner offices in complex medical or counseling cases of participants and coaching support staff in Partner offices. During vacations or other absences of the PPS Manager, the Participant Support Assistant is on call for crises or emergencies in the Network. S/he will take on other tasks and projects as assigned by the Manager.

Key Responsibilities

• Provide guidance and coaching to staff in Partner offices on handling serious medical, psychological, or counseling situations involving participants to ensure appropriate and timely responses.
• Monitor the Support Module in AFS Global, maintaining data accuracy and integrity in close collaboration with the PPS Manager and Risk Management team.
• Enforce compliance with Risk Management and Participant Support procedures and protocols, including the Partner Directory, Duty Officer coverage, mandatory trainings, and Monthly Reflections.
• Develop and maintain internal procedures aligned with organizational standards; ensure consistency in program entry, data handling, and recordkeeping.
• Monitor and ensure program data is entered consistently and accurately. Conduct regular audits and reviews to ensure network compliance with internal processes.
• Maintain program data integrity to ensure accurate reporting and invoicing. Investigate and resolve compliance issues, recommending and implementing corrective actions. Identify opportunities for innovation & and process optimization
• Report on trends in risk issues, types of claims, or problems that point to the need for special attention or management.
• Prepare and submit mandatory participant case reports to United Educators and manage all related communications and follow-ups with Partners and the insurer.
• Serve as interim mediator during the PPS Manager’s absence, guiding resolution of case-related disagreements between Partners in accordance with AFS standards and procedures.
• Serve as the primary point of contact for medical insurance coverage-related questions, escalating claims when necessary and actively participating in training for Partners.

Education and Experience

• Minimum BA in liberal arts, focus on psychology, sociology or intercultural competence preferred, but not required.
• Additional training in mediation, intercultural understanding and competence strongly preferred.

Required Skills/Abilities

• Proven ability to implement solutions with a pragmatic, results-driven approach; demonstrates high energy, initiative, and a strong work ethic.
• Commitment to excellence with a focus on accuracy, attention to detail, and consistently high-quality output; able to manage multiple priorities and meet deadlines in a fast-paced environment.
• Exceptional interpersonal and cross-cultural communication skills, with the ability to collaborate effectively across global teams and foster strong working relationships both within and beyond the AFS network.
• Prior experience in participant support or a similar function within the field of intercultural exchange is highly desirable.
• Professional fluency in English is required; proficiency in additional languages is a strong asset.
• Quick to learn new systems and processes; brings a sense of humor, patience, and adaptability to dynamic work situations.
• Ability to manage a flexible work schedule, including occasional adjustments to working hours based on program needs or time zones.
• Ability to travel internationally on occasion to attend training or support events.

Status: full time

Location: remote work from the US or outside of the US

Salary Range: USD 35,000-55,000 depending on the location in addition to experience and qualification