Customer Service Jobs at International Rescue Committee with Visa Sponsorship

The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people worldwide for a better future.

Job Overview: The Match Grant Program Supervisor is responsible for effectively managing and enhancing the provision of Match Grant case work and employment services to IRC participants. The Match Grant Program Supervisor ensures program goals are met, approves financial spending, manages quality control for both service provision and contractual compliance, and directly supervises a team of direct service staff and interns.

Responsibilities: Include, but are not limited to:

Staff Management and Coordination:

• Directly supervise day-to-day MG staff and direct larger level, strategic coordination of the MG team with other departments
• Provide leadership, development support and supervision to direct service staff by leading team meetings; providing individual supervision, coaching and goal setting; managing workload and prioritizing tasks; and helping staff troubleshoot challenges.
• Manage weekly client case assignments, share best practices, and contribute to the team’s ability to deliver high quality client-centered services.
• Support client grievance process, working with staff and clients on issues of non-compliance and client dissatisfaction, work through action plans to address identified challenges, and institute sanctioning processes when needed.
• Ensure compliance of self and employment team with all program guidelines and agency policies.

Program Oversight:

• Ensure the program fulfills funder and agency requirements for documentation, case files, data tracking and other areas of administrative compliance.
• Participate in monthly review of cash assistance eligibility and payment issuance for MG and other relevant direct assistance funds.
• Coordinate quality assurance efforts by conducting periodic case file and electronic data reviews.
• Produce high-quality program reports for IRC headquarters and funders in a timely manner.
• Assist in grant writing activities and development of new program opportunities.
• Collaborate with the Match Grant team, Finance team, and other departments to develop and implement a comprehensive match projection strategy and ensure program alignment with goals
• Coordinate timely provision of employment services alongside the Economic Empowerment Program Manager, Employment Supervisor, and Employment Coordinator.
• Develop strategies to address changes in staff needs, client needs, and updates to program guidelines as needed.

Client Services:

• Actively participate and oversee the implementation and management of programs to ensure all program requirements and IRC standards of care are met.
• Track enrolled clients utilizing proprietary database systems to ensure services are provided in a timely manner and properly documented.
• Maintain close communication with staff regarding challenging cases and carry out timely, professional interventions to ensure appropriate service delivery.
• Identify opportunities to advance gender equality with a focus on increasing employment opportunities and cultural orientation for female participants.
• Develop and cultivate long-term relationships with area employers to identify appropriate employment opportunities for clients.
• Conduct direct client services as needed to address immediate client needs, provide coverage for staff on leave or absence, or meet temporary surges in demand for services.

Team/Office Participation:

• Participate in program meetings, staff development activities.
• Work as part of a team to provide comprehensive, strength-based services to IRC clients through coordination of cases and effective communication between team members and departments.
• Represent IRC Dallas office in the local community; attend meetings with other local refugee resettlement agencies and social service organizations, develop strategic partnerships with community organizations such as but not limited to: financial opportunity centers, housing partners, workforce boards, chamber of commerce, small business experts, community colleges and other providers of workforce education services, employer partners, mentors, key donors, and other relevant stakeholders.
• Other duties as assigned.

Position Reports to: Program Manager, Economic Empowerment

Position directly supervises: Match Grant direct service staff

Indirect Supervision: N/A

Other Internal and/or external contacts:

Internal: Collaborate closely with other departments where there is overlap in client caseload. Coordinate with Finance, Community Relations and Development teams as needed.

External: Community-based organizations, employers, and workforce agencies.

Job Requirements:

• A bachelor’s degree required, preferably in Social Work, Human Services, or a related field of study OR equivalent work experience.
• Minimum three years of experience in case manager or securing employment opportunities for clients, either in refugee resettlement, other workforce development field, or closely related area of social service delivery.
• Experience supervising, supporting, and training staff.
• Demonstrated ability to promote an organizational culture that reflects IRC’s core values of service, accountability, integrity, and equality. Ability to lead in a way that recognizes that IRC’s work is best accomplished through the true collaboration of individuals from many cultures with a great variety of skills and perspectives.
• Demonstrated ability to work effectively as a team member in a multi-cultural environment.
• Highly organized self-starter with demonstrated success in managing multiple priorities and delivering quantifiable results under pressure, with tight deadlines, and in a fast-paced environment.
• Excellent written and oral communications skills in English; proficiency in a language spoken by client populations a plus
• Proficiency in Microsoft Office applications.
• Valid driver’s license, access to personal, insured vehicle, and the ability to travel regularly throughout the service delivery area. Be willing to provide occasional client transportation using their personal vehicle.
• Proficiency in client-related languages preferred but not required. Languages include but are not limited to: Arabic, Dari, Pashto, Spanish, Burmese, Rohingya, Swahili, and Kinyarwanda

Working Environment:

• A combination of standard office environment, remote work, and ‘field’ time within the service delivery area to perform the above outlined responsibilities.
• May require occasional weekend and/or evening work.

Compensation: (Pay Range: $63,296) Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements.

PROFESSIONAL STANDARDS

All International Rescue Committee workers must adhere to the core values and principles outlined in IRC Way - Standards for Professional Conduct. Our Standards are Integrity, Service, Equality and Accountability. In accordance with these values, the IRC operates and enforces policies on Safeguarding, Conflicts of Interest, Fiscal Integrity, and Reporting Wrongdoing and Protection from Retaliation. IRC is committed to take all necessary preventive measures and create an environment where people feel safe, and to take all necessary actions and corrective measures when harm occurs. IRC builds teams of professionals who promote critical reflection, power sharing, debate, and objectivity to deliver the best possible services to our clients.

US Benefits: We offer a comprehensive and highly competitive set of benefits. In the US, these include: 10 sick days, 10 US holidays, 20-25 paid time off days depending on role and tenure, medical insurance starting at $163 per month, dental starting at $6.50 per month, and vision starting at $5 per month, FSA for healthcare and commuter costs, a 403b retirement savings plans with immediately vested matching, disability & life insurance, and an Employee Assistance Program which is available to our staff and their families to support counseling and care in times of crisis and mental health struggles.

Equal Opportunity Employer: IRC is an Equal Opportunity Employer. IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status, disability or any other characteristic protected by applicable law.