Job Overview: The Intensive Case Management (ICM) Coordinator will address barriers to safety and wellness under ORR’s Preferred Communities program. They will supervise the Intensive Case Management program which provides intensive case management to refugees, SIVs and asylees that are in need of additional support with medical, mental health and other adjustment challenges. The ICM program is provided through the implementation of the Office of Refugee Resettlements Preferred Communities Grant. The ICM Coordinator will also be expected to provide strengths-based, client-centered case management to single-headed refugee households; survivors of domestic violence and gender-based violence; older refugees; youth and young adults without parents or permanent guardians; refugees experiencing mental health or psychological difficulties; refugees with physical disabilities or medical conditions; unanticipated refugee arrivals and secondary migrants; and refugees who identify as lesbian, gay, bisexual, transgender or queer (LGBTQ). They work closely with clients, colleagues, and external parties to develop service plans to meet individual client needs and preferences utilizing a broad range of financial, social, vocational, and other services and resources in accordance with client eligibility and program requirements.

Major Responsibilities:

Responsibilities include, but are not limited to:

Program Oversight

• Supervise program staff to ensure that services are provided within the required timeframes,
• Conduct regular and timely case file reviews with team members; Ensure compliance with case file documentation and reporting requirements;
• Provide training and dissemination of program updates of donor requirements through on-going review of Cooperative Agreement and organizational announcements, in collaboration with the Health & Wellness Manager;
• Assist with providing data and reports for Health & Wellness Manager and IRC HQ, including annual data match, and other reports, as requested;
• Meet with clients regularly to ensure positive ICM experience and to regularly receive client voice and feedback; Support client grievance when appropriate;
• Oversee ICM spending and DFA funds distribution.

Supervision

• Meet regularly (once or more times a week remotely and in person) with ICM staff to assign duties and ensure that tasks are completed;
• Coordinate team direct service meetings; ensure communication and collaboration across departments;
• Supervise direct service staff, Interpreters and Casework Assistants, including recruitment, onboarding, and oversight which includes onboarding, training and support of new hires, performance evaluations, and related HR tasks;
• Ensure all ICM staff have updated development plans and work to ensure appropriate diversity, equity and inclusion measures are implemented;
• Approve timesheets and overtime.

Community Engagement

• Assist with facilitating and reporting for Quarterly Consultations;
• Work with team members to utilize referral systems for participants to access outside services;
• Work with volunteer coordinator to establish volunteer opportunities related to case management; Ensure ICM team is effectively utilizing and managing interns and volunteers;
• Represent ICM in internal and external meetings when requested by Site Leads.

Direct Service

• Determine client eligibility for ICM programming and conduct intake assessments, review program expectations, outcomes, and confidentiality with each potential client.
• Develop individualized, SMART Self-sufficiency plans for each client enrolled in the ICM program.
• Evaluate client progress every six months during active program enrollment to determine the client’s progress towards goals and work with the client to identify new needs and actions needed.
• Assist clients in navigating social service systems, which may include helping clients apply for benefits and attend and schedule appointments.
• Provide clients with extended orientation on a variety of topics such as developing social support networks, navigating transportation systems, and navigating the education system at the local level.
• Respond to client crises, with guidance from supervisor as needed.
• Assist clients with requesting financial assistance when applicable and track the received financial assistance within case files.
• Maintain up-to-date documentation in client’s case file to ensure services are properly documented throughout the client’s service period; document all services provided in IRC’s database, Efforts to Outcomes (ETO).

Key Working Relationships: