Client Services Supervisor

If you are passionate about transforming communities with a mission-driven organization, then we have the opportunity for you!

Reporting to the to the Manager for Field Operations, the Client Services Supervisor oversees the delivery and documentation of case management, employment, and other required services to newly arriving refugees, asylum seekers, and other Office of Refugee Resettlement (ORR) eligible populations, as well as ongoing support services in accordance with the contracts and grants which fund the programs. This role is responsible for ensuring effective and timely coordination with headquarters staff, local teams, and local partner agencies. The Client Services Supervisor supervises the case management team (case managers). Direct service programs may include Reception and Placement (R&P), Matching Grant (MG), Preferred Communities, Refugee Support Services (RSS), and Cash and Medical Assistance (CMA).

Through the Welcome Center model, Global Refuge provides wrap-around case management services for humanitarian immigrants. The Welcome Center also provides resettlement services from airport pick to employment services and other ongoing support leading to self-sufficiency as quickly as possible.

Global Refuge, formerly known as Lutheran Immigration and Refugee Service (LIRS), is a nonprofit serving newcomers seeking safety, support, and a share in the American dream. Since 1939, we have welcomed those seeking refuge, upholding a legacy of compassion and grace for people in crisis. We walk alongside individuals, families, and children as they begin their new lives in the United States through our work in refugee resettlement, care for unaccompanied children, and economic empowerment and employment. Our work also extends to Guatemala and Mexico, where we help young people with skills training and community reintegration. To date, we have served over 800,000 people from around the globe. Our comprehensive services leverage our extensive organizational expertise as well as government, community, and faith partnerships.

Benefits

Attracting and retaining the best talent is vital to our continued growth and we are proud to offer an excellent benefits package including:

• medical, dental, vision available the first day of employment
• generous paid time off including 20 days of vacation, 12 days of sick leave, 12 paid holidays
• 12 weeks of fully paid parental leave and up to 12 weeks of fully paid FMLA leave
• company 403(b) contribution of 3%, an additional 7% match which vests immediately
  
  

At Global Refuge, welcoming newcomers isn't just our duty-it's an inherent part of our identity, rooted in our Lutheran heritage and inspired values and serving as a testament to our unwavering commitment to those in search of refuge. Please join us as we make a difference in the lives of newcomers.

Duties

• Hire, train and lead staff and ensure adequate staffing to meet all program objectives.
• Oversee daily operations of the case management team, providing guidance, leadership, and direct support in all aspects of service provision.
• Oversee the delivery of client-centered, trauma-informed case management services to refugees and other ORR eligible program participants.
• Oversee the delivery of employment and other supportive programming creating long-term self-sufficiency and integration paths for clients.
• Monitor the delivery of core services to ensure compliance with all program standards and funder requirements.
• Oversee program budgets and approve expenses on of case management-related funds, ensuring costs are maintained within allocated budgets and well documented.
• Act as principal liaison with LIRS Headquarters Processing unit on issues of case allocation, assurance, and travel; and with other divisions on all issues related to direct service provision.
• Ensure that all electronic and hard case files and databases are maintained in accordance with contract requirements and all records required by Global Refuge are submitted on time and in accordance with guidelines.
• Ensure the provision of gender inclusive services.
• Monitor service provision to ensure non-duplication with other federally funded programs.
• Conduct monthly supervisions, annual performance evaluations', and lead annual team goal setting.
• Ensure timely delivery of all case-related and program reporting.
• Implement standard operating procedures and quality assurance protocol to ensure service excellence.
• Participate in the development and writing of grant proposals in support of the work of the field operation.
• Lead efforts to cultivate new relationships with service providers and referral partners.
• Ensure services are provided in close coordination with key stakeholders and service providers and that program participants are linked to and offered services in a timely manner without duplication of efforts.
• In consultation with the Manager for Field Operations, ensure close collaboration and coordination with the State Refugee Coordinator's office and other service providers regarding efforts to support ORR-eligible populations.
• Maintain ongoing communication with the Manager for Field Operations on the status of the programs, clients, and outcomes, and provide timely reports on any management and contract compliance issues.
• Other duties as assigned.
  
  

Qualifications

• Bachelor's Degree desired, preferably in Social Work or behavioral/human services field.
• Minimum three years related work experience with increasing levels of responsibility.
• Minimum two years' experience in managing human service programs including previous experience in supervising staff.
• Experience working with refugees and immigrants, and knowledge of U.S. Refugee Admissions Program strongly preferred.
• Proven ability to work under pressure with deadlines and manage multiple priorities in a fast-paced environment.
• Outstanding organizational, leadership, and team-building skills.
• Demonstrated ability to communicate effectively and diplomatically in a multi-cultural setting and with limited-English proficiency speakers.
• International work or study experience and second language abilities a plus.
• Ability to collect, analyze, and interpret program information needed to ensure compliance with program requirements.
• Experience in developing and delivering training to program participants and service providers.
• Proficient in Microsoft Office applications (Word, Excel, Outlook, PowerPoint), internet research, and experience using databases and information gathering systems.
• Valid insurance, and a reliable vehicle to be able to travel locally as required for the performance of duties.
• Deep commitment to LIRS' core values and ability to model those values in relationships with colleagues and partners.
• Strong writing skills, with the ability to write and edit reports and clearly interpret technical requirements.
  
  

Global Refuge is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws. We participate in E-Verify.

We offer a competitive salary and comprehensive benefits package in an innovative and rewarding work environment. Salaries are based on the latest market data and reflect the education, skills and requirements for the role. Differentials may exist based on the region and language abilities. Global Refuge has been welcoming newcomers since 1939. Learn more at globalrefuge.org.