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 for 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 secondary contact for local landlords: secure housing for incoming clients, arrange for utilities, address landlord and/or client concerns as they arise.
Serve as secondary contact for furniture vendor: places orders for incoming clients, coordinates deliveries and ensures that bills are paid in a timely manner.
Serve as a point of contact for human service agencies: coordinate with agencies on services that the refugee will access and follow up on individual cases as needed.
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 securing housing, purchasing and setting up 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 resettlement plans.
Assist refugees with ongoing cultural adjustment.
Assist with registration for external programs and benefits, and provide information and referrals as appropriate.
Help families problem-solve in the face of challenges.
Provide information and referrals to external programs and services.
Coach and empower refugees to work toward self-sufficiency and to integrate into the community; adhering to timeframe requirements of the refugee program’s contracts.
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 and Reporting
Serve as secondary point of contact for relevant funding agencies.
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 in a timely manner.
Maintain client database, client financial records and case files, including case notes, contacts made on behalf of clients, documents held for safekeeping on behalf of clients.
Complete and file progress and other administrative reports according to program procedures and according to deadline.
Represent team during monitoring by funders.
Support employment team as needed.
Perform other duties as assigned to help meet the goals of the program or the agency.
Qualifications:
High School Diploma or equivalent required. Associate’s or Bachelor’s Degree preferred.
Minimum of two (2) year of related experience required.
Valid Driver’s License, positive driving record and proof of automobile insurance is required to transport clients.
Computer skills required: Word, Excel, databases.
Restricted funding sources and rapidly changing political and regulatory requirements demand a creative approach to the delivery of services; innovation and creativity required.
Must be comfortable speaking with groups, working on collaborative teams and advocating for systems change as needed.
Ability to work sensitively and effectively in a multi-cultural/multi-lingual environment.
Ability to work as a team member and independently.
Ability to work in a fast-paced environment and respond to rapidly changing priorities throughout the day.
Ability to recommend and make process improvements.
Ability to be flexible, adapt, and contribute to ongoing organizational transformation.
Must have positive outlook and enthusiasm for dynamic work environment.
Ability to work within the mission of the organization, “We are called to strengthen communities by empowering people to respond to life’s challenges.”
Must have excellent oral and written communication skills and ability to handle situations with diplomacy and tact.
Must be well organized, able to multi-task, prioritize, and attend to detail.
Ability to speak a language our clients speak is preferred (Nepali, Hindi, Rohingya, Swahili, Kinyarwanda and Arabic).
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
Required
Fluency in Dari, Pashto or Kinyarwanda
2 year(s): Related experience
Education
Required
High School or better
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