Summary
The Services for New Americans case management team empowers resettled refugees to become self-sufficient by connecting refugees to community services and facilitating community integration. The Case Manager primarily assists refugees during their initial period of resettlement and may serve refugees up to five years. The Case Manager develops and maintains relationships with human service agencies and community partners, provides case management services to refugee clients, monitors client outcomes and ensures the quality, timeliness and documentation of those services and completion of required reports. The Case Manager is part of the broader Services for New Americans team serving refugees and provides other support as needed.
Essential Responsibilities
Partner Relations and Coordination
Assist with preparing local community partners, service providers, and key stakeholders, etc. for the resettlement of refugee populations.
Serve as primary contact for local landlords: secure housing for incoming clients, arrange for utilities, and address landlord and/or client concerns as they arise.
Serve as primary contact for furniture vendor: place orders for incoming clients, coordinate deliveries and submit invoices for payment.
Serve as a point of contact for human service agencies: coordinate with agencies on services refugees access and follow up on individual cases as needed.
Attend and participate in service provider/community partner meetings.
Promote the program through community networking and providing presentations; develop and maintain relationships with key stakeholders and partners.
Client Services
Provide and/or assist with all mandatory and core client services within required time period, and track completion of services.
Coordinate pre-arrival activities in preparation for resettlement. This may include coordinating with US ties, other Case Managers, securing housing, purchasing and setting up furniture, household items and food, and arranging for utilities.
Manage active refugee caseloads with priority to newcomers balanced with services and assistance to those already in the community.
Assist refugees with developing a 12 month self-sufficiency plan.
Assist refugees with ongoing cultural adjustment and routine cultural orientation.
Register refugees for external programs and benefits, and provide information and referrals as appropriate, including healthcare needs, ESOL, education/early education, employment, additional cultural training opportunities, housing assistance, food assistance, and long term benefits assistance.
Help refugees problem-solve in the face of challenges.
Coach and empower refugees to work toward self-sufficiency and to integrate into the community; adhering to timeframe requirements as mandated by the refugee program’s contracts.
Conduct home visits in compliance with contractual standards.
Provide transportation and interpretation as needed.
Support employment team as needed to help refugees obtain employment.
Monitor and track client progress.
Provide exceptional customer service both verbally and face-to-face.
Treat refugee clients with respect, dignity and respect for privacy at all times.
Record Keeping, Reporting, and Finances
Serve as secondary point of contact for relevant funding agencies.
Working with RI Coordinator, report to funders on individual client progress as well as overall program outcomes.
Ensure quality of casefiles associated with clients and services on an ongoing basis as well as monthly casefile reviews.
Complete, submit and maintain documentation in accordance with contractual standards and required deadlines.
Maintain client database, client financial records and case files, including case notes, contacts and documents held for safekeeping on behalf of clients.
Complete and file progress and other administrative reports according to program procedures and deadline.
Record the distribution of client funds in accordance with contractual obligations.
Manage program related expenditures monthly.
Represent team during monitoring by funders.
Perform other duties as assigned to help meet the goals of the program or the agency.
Qualifications:
Bachelor’s Degree preferred?.
Minimum of two (2) years of related experience required.
Minimum of one (1) year supervisory experience preferred.
Ability to speak a language our clients speak is preferred (ex. Arabic, French, Kinyarwanda, Swahili).
Excellent verbal and written communication skills and ability to handle situations with diplomacy and tact. Comfortable speaking to groups.
Basic computer and MS Office skills.
Ability to effectively lead and/or oversee volunteers and interns, and advocate for process improvement of volunteer/intern program as needed.
Ability to advocate for process improvement of case management as needed.
Ability to work sensitively and effectively in a multi-cultural/multi-lingual environment.
Ability to work independently and as part of a team.
Ability to work in a fast-paced environment and respond to rapidly changing priorities throughout the day.
Ability to be flexible, adapt, and contribute to ongoing organizational transformation.
Excellent organizational and multi-tasking skills.
Valid Driver’s License, positive driving record and proof of automobile insurance is required to transport clients.
Ability to work within the mission of the organization, “We are called to strengthen communities by empowering people to respond to life’s challenges.”
Trainings Required:
Ascentria Organizational Orientation
Maintain mandatory training and certifications as required.
Physical/Mental Demands:
The physical demands described here are representative of those that must be met by an employee of this job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential duties of the position.
Physical Demands are generally:
Sedentary – While performing the duties of this job, the employee is regularly required to stand; walk; sit and talk or hear. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus. The employee is frequently required to use hands to finger, handle, or feel and reach with hands and arms.
Required to sit for long periods of time.
Infrequent light physical effort required
Requires driving own vehicle to various sites.
Mental Demands are generally:
While performing the duties of this job, the employee is regularly required to problem solve, make decisions, interpret data and organize.
Ability to do detailed work with high degree of concentration
Ability to work under stress or in a fast-paced environment.
Experience
Preferred
1 year(s): Supervisory experience
Education
Preferred
Bachelors or better
Licenses & Certifications
Required
Driver’s License
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