Remote Virtual Resettlement Senior Client Services Supervisor

Summary

Join us today to make a real and tangible difference in our world and the lives of the suffering. World Relief is looking for talented, ambitious, and collaborative people to come alongside our mission, vision, and values as we boldly engage the world’s greatest crises in partnership with the church.

Requirements

• Mature and personal Christian faith
• Committed to the mission, vision, and values of World Relief
• Desire to serve and empower the Church to impact vulnerable communities
• Able to affirm and/or acknowledge World Reliefs Core Beliefs, Statement of Faith, Christian Identity and National Evangelicals For the Health of The Nation document
• Minimum of 2 years of work experience with refugee resettlement in the Reception and Placement Program
• Proven success achieving goals and working effectively with all levels of staff in a fast-paced, multi-cultural environment and ability to provide accountability to ensure objectives are met
• Leadership and supervision abilities to mentor, develop, and evaluate staff performance
• Self-starter with excellent problem-solving skills combined with the proven ability to multi-task, prioritize duties, and manage time effectively
• Demonstrated communication skills and ability to communicate with clarity over virtual platforms
• Bachelor's degree in social work, human services, international relations, or a related field (Master's preferred)
• Previous management experience required
• Advanced computer skills and strong command of Microsoft Office applications
• Fluency in written and spoken English
• Ability to travel domestically up to 25%, for multiple days in a row

Responsibilities

• Oversee the Quality Assurance, Case Assurance and Assessment, and State Collaboration aspects of the VR&P program
• Facilitate regular, re-occurring one-on-one staff supervision meetings with all direct reports reviewing program needs, compliance standards, progress, and other support
• Provide training, performance reviews, and ongoing professional development for all direct reports
• Lead team meetings to promote team culture, monitor staff workload, and foster accountability for goal setting
• Assist with the hiring of new staff members
• Problem solve with staff and provide regular updates to the Virtual R&P Manager
• Facilitate a team culture based on integral mission principles that integrates church and community partners into relevant aspects of work
• Achieve participant satisfaction and program outcomes for the R&P program through timely, high-quality services, including documentation of all services
• Develop or review client service systems and tools with team, ensuring both understand and consistent usage
• Collaborate with other program managers, supervisors, and the Church and Community Engagement team to efficiently serve families and communicate about trends and needs within the refugee community
• Participate in department and Community of Practice calls
• Uphold casefile and programmatic compliance through routine communication and oversight of Quality Assurance & Accountability Specialists
• Oversee the Complaints and Feedback Mechanism, ensuring that feedback is resolved and documenting lessons learned for VR&P leadership and Home Office
• Develop and implement the US Tie Assessment process to support key programmatic outcomes
• Manage and maintain database of incoming case allocations and assurances in conjunction with the Pre-Arrival team and Case Assurance Coordinators
• Advocate on behalf of refugee families when necessary
• Provide regular updates to State Refugee Coordinators in implementing states
• Assist with coordination of services provision with key stakeholders on the state level
• Ensure timely communication with community volunteers and churches, when applicable, in coordination with broader support team
• Attend all state, Home Office, and coalition meetings as appropriate
• Other duties as assigned

Preferred Qualifications

• Expertise in quality assurance and maintaining compliance with program standards
• Excellent conflict resolution skills
• Demonstrated success working and communicating effectively in a multi-cultural environment
• Cultural competency with sensitivity to refugee and immigrant issues
• Demonstrated knowledge/experience with local social services, policies, and procedures
• Previous experience managing people in a virtual environment strongly preferred
• In-depth understanding of the Reception and Placement Program

Benefits

• $60,000 - $65,000 a year
• Compensation is commensurate with experience
• World Relief offers a competitive benefits package and employee discount program for full-time and part-time employees