Resettlement and Integration Manager

Job Overview:

The IRC in Denver assists newly arrived refugees and similar populations to foster the best possible initial resettlement experience, advance client self-sufficiency and promote community integration. Using a trauma-informed, client-centered approach that empowers clients, the Resettlement and Integration Manager provides general oversight for IRC’s case management and language assistance services. In this capacity, the Resettlement and Integration Manager is responsible for the casework and interpretation teams’ outcomes, ensuring proper coordination of services, monitoring compliance, and compliance in accordance with IRC standards and donor requirements defined for the Afghan Placement and Assistance (APA), Reception and Placement (R&P), Matching Grant (MG), and Reach programs, as well as privately funded projects and programs implemented by the team. The Resettlement and Integration Manager also plays a key role in representing the IRC in the community, cultivating partnerships, and continuously improving programs and services in response to needs identified by clients and the community. This position reports to the Deputy Director, Programs.

Major Responsibilities:

Program Design, Development and Management

· Support the casework team in developing and delivering high-quality services for newcomers and longer-term clients using a coaching approach that combines in-house supports and community resources with strategies that identify and activate client strengths, support systems, and assets to move toward goals.

· Guide the interpretation team in implementing high-quality language assistance and cultural brokering supports, in accordance with federal regulations, IRC’s standards for interpreters, and best practices.

· Oversee service implementation and improvement to ensure progress toward the goals and deliverables for the APA, R&P, MG, and Reach programs, as well as other donor agreements.

· Disseminate information that comes from IRC headquarters, the Colorado Refugee Services Program (CRSP), and other donors, and providing guidance and training to ensure that team members understand and fully integrate new information, requirements, and policies.

· Ensure timely, proactive services, whether routine and compliance-driven or specialized and client-driven.

· Promote a client-centered, responsive service approach that demonstrates respect for and empowers clients, is holistic and strengths-based, and is rooted in humanitarian principles.

· Develop processes and systems that facilitate smooth coordination with counterparts in health and wellness, economic empowerment, education, and legal services.

· Provide consultation to the team on client grievances and cases that require escalation to meet heightened needs, including engaging directly with clients and community partners as needed.

· Together with the Deputy Director, IRC in Denver’s development and finance teams, and IRC HQ where applicable, prepare grant proposals and complete narrative and fiscal reports for donors.

Supervision and Coaching

· Recruit, hire, train, supervise, and evaluate team members; currently, this includes three casework supervisors and an interpretation coordinator who collectively manage a team of more than 30 staff.

· Provide high level leadership in accordance with IRC’s People Manager Standards, including:

o Convening regular one on one meetings with all direct reports.

o Leading the direct services management team.

o Effectively delegating duties and responsibilities.

o Providing consistent and ongoing feedback and communication.

o Mentoring and coaching team members; supporting their professional development.

· Oversee initial onboarding and training plans for new casework and interpretation staff members.

· Implement and document annual training plans per HQ and donor requirements, including delivering routine and refresher trainings in addition to developing new training modules as needed.

· Engage direct reports in annual performance management cycle, including goal setting, mid-year check-ins, and annual performance evaluations.

· Address performance concerns proactively and manage disciplinary action as needed.

· Offer mentorship and support to the broader casework and interpretation teams to enhance their ability to deliver high-quality services, effectively respond to client needs, and fulfill program requirements.

Monitoring, Evaluation, and Program Quality

· Create and implement systems, processes and protocols needed to ensure consistent and complete documentation of resettlement and integration services provided to all clients, including case notes and case management touchpoints, service plans and assessments, financial assistance records, and data reported in the Efforts to Outcomes (ETO), IRIS, and Geneva (Salesforce) systems.

· Proactively conduct regular quality assurance on case files and in ETO, IRIS, and Geneva.

· Engage team in data analysis to understand trends and identify strengths and areas for improvement.

· Provide strategic input for program development, including analysis of client outcomes and recommendations for expanded program design.

· Ensure compliance with the service delivery standards and grant terms and conditions outlined by IRC, CRSP, Office of Refugee Resettlement, US Department of State and other donors.

· Work collaboratively within casework and interpretation and across other IRC in Denver teams to fully integrate a 2Gen approach and advance gender, equity, diversity, and inclusion (GEDI) commitments.

Community Partnerships and Capacity Building

· Act as the key point of contact for external partners and service providers for all inquiries related to casework and interpretation services.

· Participate in efforts to better measure client satisfaction, capture and learn from client feedback, and to engage clients in program design, delivery, and quality improvement.

· Conduct outreach activities in local communities and with relevant partner organizations to promote awareness of, and ensure timely access to, services available for refugees and other populations.

· Develop and strengthen partnerships with local basic needs and safety net resources, refugee service providers, mainstream social service providers, emergency assistance, and other partners to further cultivate the resources and supports available to refugees and other populations.

· Routinely attend and report on Quarterly Community Consultation (QCC) meetings to consult with key stakeholders on recent and anticipated arrivals, resettlement trends, integration, and other issues.

Other

· Participate fully in program meetings, staff development, and other team activities.

· Promote and model collaboration with other IRC departments, consistent with the IRC Way and “One IRC.”

· Serve as a member of the direct services management team, working with leads across other program areas and their teams to foster positive working relationships, streamline services, ensure service quality, consult on client needs, integrate client feedback, and design and implement new programming.

· Adhere to professional and ethical standards, including the IRC Way, client confidentiality, and HIPAA.

· As requested, represent IRC in Denver in meetings with HQ, CRSP and/or other donors and partners.

· Perform other duties as assigned.

Job Requirements:

Education

· Master’s degree in social work or related field strongly preferred. Bachelor’s degree or equivalent years in work and/or lived experience required.

Work Experience

· At least 5 years of relevant work experience in a social services setting.

· A minimum of 3 years managing complex teams and programs, including providing supervision for staff providing direct services, preferably in case management using a coaching approach.

· Experience developing and management programming in refugee resettlement and working with displaced people, survivors of trauma or torture, and similar populations strongly preferred.

Demonstrated Skills & Competencies

· Well-developed understanding of resettlement, integration, and community resources and systems.

· Familiarity with the local resettlement, refugee service provider, and community provider network a plus.

· Understanding of motivational interviewing and coaching techniques in case management.

· Commitment to working collaboratively with staff to promote a positive culture that empowers people and values the contributions they make to the team.

· Demonstrated ability to navigate complex problems and engage different stakeholders in solutions.

· Strong capacity to navigate differences and work as a team member in a cross-cultural environment.

· Adept in identifying and leveraging resources to enhance processes and outcomes.

· Flexible, adaptable, able to balance competing priorities, and able manage time effectively under pressure.

· Self-starter with excellent problem-solving and ability to contribute independently and as a team member.

· Working knowledge of federal grants highly desired.

· Experience with grant writing, grant management, budget administration, and program development a plus.

· Excellent communication skills, including strong presentation skills and technical writing skills.

· Demonstrated ability to develop and cultivate partnerships to further program development goals.

· Fluency in written and spoken English; fluency in additional language relevant to current refugee populations preferred (Arabic, Farsi, Pashto, Tigrinya, Burmese, Spanish, Amharic, etc.).

· Computer proficiency, including MS Office, internet applications and case management databases.

· Must have a valid driver’s license, reliable vehicle, valid insurance, and ability to travel in and around the local community frequently.

Working Environment:

• A combination of standard office environment and time in community-based locations within the service delivery area to perform the above responsibilities, with the potential for limited remote work.
• Occasional domestic (non-local) travel required; up to 10%.
• Occasional weekend and/or evening work required.
• Staff are required to adhere to IRC’s COVID risk mitigation policies, which may include masking, physical distancing, enhanced hygiene practices, symptom screening, and isolation and quarantine when needed. IRC policies may be stricter than federal, state, or local level policies.

COVID-19 Vaccination Requirement: In accordance with IRC’s duty to provide and maintain a workplace that is free of known hazards and our commitment to safeguard the health of our employees, clients, and communities, IRC requires new hires to furnish proof of vaccination against COVID-19 in order to be considered for any in-office or hybrid positions. All IRC US offices require full vaccination to attend any in-office functions (e.g., meetings, trainings).

Commitment to Diversity and Inclusivity: IRC is committed to building a diverse organization and a climate of inclusivity. We strongly encourage candidates who demonstrate that they can contribute to this goal.

Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us at [email protected] to request accommodation.

Compensation and Benefits: This is a full-time, regular position classified as exempt and ineligible for overtime under state and federal law. Compensation starts at $65,000 depending on experience and qualifications. We offer a comprehensive and highly competitive set of benefits. In the US, this total compensation package includes: 10 sick days, 10 US holidays, 20-25 paid time off days depending on role and tenure, medical insurance starting at $120 per month with low to no deductible; dental insurance starting at $7 per month; vision insurance starting at $5 per month; FSA for healthcare, dependent care, and commuter costs; a 403b retirement savings plans with immediately vested employer matching; disability & life insurance; generous parental leave; and an Employee Assistance Program which is available to our staff and their families to support counseling and care in times of crisis and mental health struggles. In addition, the IRC in Denver actively promotes learning and growth for its team members, through staff development accounts that allow staff to engage in individualized goal-aligned professional development, access to a range of talent development offerings to build skills in a wide array of areas from humanitarian principles to management skills, and opportunities to lead and engage with colleagues from across the IRC through communities of practice, special assignments, and designated roles that represent the Denver office, whether here in the U.S. or globally.

How to apply

Please apply on our website:

https://rescue.csod.com/ux/ats/careersite/1/home/requisition/29203?c=rescue