The Case Manager offers support and services to refugees to help them successfully make a new home in the United States. Core services include airport reception, initial housing, orientation to the community, and assistance with application for public benefits, children’s school enrollment, adult English as a Second Language (ESL) enrollment, and obtaining employment.
Welcomes and orients new refugees to the community.
Provides program orientation and information to newly arrived clients, including information regarding rights and responsibilities, as well as federal and local services available to clients.
Creates comprehensive case plan with client and works together with client to help them meet self-sufficiency goals.
Works with colleagues, co-sponsors, volunteers and key stakeholders in the local community to ensure that refugees are offered all core services in a timely manner.
Documents all contacts and services in client case files and maintain case note logs. Ensures that all core services are documented in the case notes as. Complete R&P day reports for all clients and additional reports as necessary.
Offers interpretation and translation services to refugee clients, as well as transportation to interviews and appointments as necessary. (Compensation is paid by CWS for mileage when using personal vehicle.)
Secures housing that is decent, safe, and sanitary; assists with establishing apartment and setting up utilities. Furnishes apartments with beds, sofas, tables, chairs, etc. in preparation for arrival of new clients.
Meets new arrivals at airport; transports to new apartment and provides home safety orientation.
Provides on-going case management to clients.
Provides one-on-one guidance and information in regards to financial responsibilities, budgeting, and short and long term financial planning.
Provides referrals to social service providers and government agencies; schedules appointments.
Conducts home visits to clients as required, paying special attention to cases that include minors.
Performs other related duties as requested.
Works evening and/or weekend hours on occasion as required.
B.A. or 2 years experience in refugee resettlement or related field.
Cultural sensitivity is essential. Fluency in a refugee language is strongly desired. (Preferred languages are Arabic, Swahili, Lingala, Chin, or Burmese, though other languages will be considered.) Previous work experience and interest in refugee resettlement or other direct social services is desired.
Communications: Listen carefully to assure clear understanding of instructions and requests. Communicate detailed and/or technical information clearly, in writing and orally. Ask appropriate questions in seeking explanations needed to perform job. Promote “transparency of information” by sharing relevant information with staff and other stakeholders. Understand staff roles and procedures and prepare standard reports to track job progress or activities. Anticipate constituent needs and interests and take proactive steps to respond to them. Understand and is able to use appropriate technology to communicate with others inside and outside CWS. Respect and maintain confidentiality of sensitive information within parameters defined by supervisor and/or CWS policy.
Constituent Relationships: Understand who stakeholders are and be responsive to their needs. Facilitate interactions and serve as a resource in relations with stakeholders. Recognize and be sensitive to issues of concern to stakeholders. Recognize and be sensitive to cultural, ethnic and religious issues.
Job Knowledge: Understand the mission and values of CWS and faith-based organizations and how they apply to their work and relationships with others. Understand the work performed and how it supports CWS in achieving its goals. Understand how to work multi-culturally with sensitivity and integrity. Knows a broad range of information regarding specific program or department and use that knowledge to perform effectively and independently. Apply a depth of knowledge within area of responsibility to implement assigned activities. Be able to use and willing to expand learning of applications or technology to perform job duties. Maintain and improve the skills and knowledge needed to be effective in performing job responsibilities. Interpret CWS’s policies and procedures for staff and stakeholders, keeping the “human” side in sight.
Leadership: Accept accountability for assigned activities and adapt work style to perform independently or within a team. Model behaviors that are consonant with the mission and values of CWS in work activities and relationships. Demonstrate sound judgment in performing all duties. Recognize and use individual strengths to enhance work performance. Recognize areas of weakness and seek assistance to improve performance. Take initiative within area of responsibility. Facilitate the use of skills and resources within CWS. Contribute ideas for implementing CWS’s vision and strategic plan.
Problem Solving: Identify problems in procedures that affect program work and recommend changes in systems or procedures to address them, then implement approved changes. Understand and apply knowledge of the context in which CWS works, including global trends, issues, and the ecumenical movement. Exercise creativity in resolving problems and trying new ways of doing things. Know how and when to apply technical solutions to problems. Share results of problem solving experiences with others. Remain flexible in responding to organizational priorities.
Program Planning and Management: Anticipate work flow and take proactive steps to balance work priorities. Understand the desired outcome of assigned work and how it supports CWS’s work. Gather, analyze and make use of information and resources necessary to complete work. Set and communicate deadlines and priorities. Successfully balance multiple activities, in support of program or departmental goals. Manage contacts with internal and external stakeholders to ensure flow of information and coordination of efforts. Verify the accuracy and quality of own work and the work of others. Contribute ideas to effectively implement program plans and activities. Keep other informed of work progress and any problems encountered. Assist others to complete priority work, or step in to handle work in their absence.
Resource Building and Stewardship: Recognize resource building potential in all interactions and be responsive and professional in providing information. Promote CWS’s mission, programs and services with stakeholders to assure continued support. Use financial and material resources provided by CWS to their best advantage, including business equipment and supplies. Demonstrate concern for natural resources in carrying out work activities. Make the most of own time and resources to maximize stewardship to CWS. Respect one another and relationships with staff, supervisors and managers. Prepare reports on program status relative to budget and finances.
Teamwork: Understand what a team is and what it does. Demonstrate a willingness to work on a team. Understand own role on the team and how it fits in to the overall results to be produced. Promote effective interactions among team members and facilitate group discussion. Participates in identifying and establishing work needs and time lines for completion. Keep team leader and members informed of work status. Demonstrate awareness of what other teams do and how their work affects own team. Recognize and respect the importance of work performed by colleagues. Understand organizational priorities and is willing to set aside own tasks to assist others to complete high priority tasks.
Superior written and verbal communication skills are required. The successful candidate must be computer literate, with proficiency in MS Office (Excel, Word and Access) and internet applications. Strong organizational and time management skills are required. Must have a car and a valid driver’s license.