Position Summary

The Community Services Coordinator in the Program of Initial Resettlement provides direct initial resettlement and case management services to newcomers. The Coordinator works with clients from pre-arrival preparation through case closure, ensuring timely access to housing, essential goods, benefits, healthcare, documents, education, transportation, employment referrals, and community resources. The position maintains complete case records and supports clients in building the knowledge, connections, and skills needed to navigate their new community independently.

Essential Duties and Responsibilities

• Review assigned case information before arrival, identify service needs and risks, contact U.S. ties when applicable, and coordinate with the PIR Manager and Housing Coordinator on arrival preparation.
• Participate in assurance activities, housing preparation, airport reception, safe transportation, ready-to-eat food, initial safety orientation, and delivery of essential household and personal items.
• Conduct required needs assessments and work with adult clients to develop personalized Self-Sufficiency Plans with clear goals, responsibilities, referrals, and follow-up steps.
• Provide strength-based case management for a minimum of 30 days and up to 90 days, based on client need and program requirements.
• Assist clients with Social Security, public benefits, medical and TB screenings, health insurance, school enrollment, employment authorization documents, identification, transportation, banking, phone access, and other initial needs.
• Provide or coordinate cultural and community orientation on housing, safety, emergencies, transportation, benefits, healthcare, education, employment expectations, budgeting, tenant responsibilities, and local resources.
• Issue or coordinate approved direct assistance, pocket money, rent, utilities, transportation, food, household goods, and other allowable support; obtain receipts and signed client acknowledgments.
• Conduct required home visits and safety follow-up; immediately report housing, health, protection, abuse, neglect, domestic violence, trafficking, or other safety concerns through established procedures.
• Complete additional documentation, contact, home-visit, and well-being requirements for refugee minor cases when assigned.
• Coordinate services with multiple internal programs and external providers while avoiding duplication.
• Maintain timely, objective, and complete case notes, forms, eligibility records, referrals, financial documentation, assessments, plans, and database entries.
• Monitor progress, follow up with clients and providers, update plans as needed, and complete closing assessments and case closure documentation.
• Support outmigration, transfer, walk-in SIV, or virtual-service cases in accordance with guidance and manager direction.
• Use qualified interpretation or a mutually understood language in a manner that protects accuracy, confidentiality, and informed decision-making.
• Participate in staff meetings, trainings, quality reviews, monitoring preparation, community outreach, and other department activities.

Minimum Qualifications

• Bachelor’s degree in social work, human services, sociology, international studies, education, or a related field; an associate degree plus relevant experience may be considered.
• At least one year of case management, community services, healthcare navigation, housing, or related experience.
• Ability to document services accurately, manage multiple deadlines, and work independently in the community.
• Valid driver’s license, reliable transportation, and ability to meet IIW driving and insurance requirements.

Preferred Qualifications

• Experience with new arrivals, Reception and Placement, benefits enrollment, housing setup, public health referrals, or federally funded case management.
• Experience using client databases and maintaining files for monitoring or audit review.
• Fluency in a language commonly spoken by IIW clients.

Knowledge, Skills, and Competencies

• Client-centered and trauma-informed case management, cultural humility, professional boundaries, and confidentiality.
• Strong organization, time management, follow-through, problem-solving, and crisis-escalation judgment.
• Ability to explain complex systems in plain language and work effectively through interpreters.
• Accurate writing, case-note documentation, data entry, financial recordkeeping, and collaborative communication.

Working Conditions and Physical Requirements

• Work occurs in the office, airport, client homes, government offices, schools, healthcare facilities, and community settings.
• The schedule may include early mornings, evenings, weekends, and short-notice arrival or urgent client coverage.
• Must be able to drive locally, enter residences, carry routine case materials, and occasionally assist with light household setup.
• The position involves regular contact with clients experiencing stress, trauma, health concerns, financial hardship, or housing instability.

Key Performance Expectations

• Assessments, plans, benefits applications, referrals, case notes, database records, and closures are timely and accurate.
• Clients receive required services and direct assistance without preventable gaps or duplication.
• Case files are complete, organized, confidential, and ready for quality review or monitoring.
• Client interactions are respectful, understandable, and focused on increasing independence and self-sufficiency.
• Concerns are communicated early and escalated appropriately.

Other Duties and Employment Statement

This description identifies the primary functions of the position and is not intended to be an exhaustive list of every duty. Responsibilities may be adjusted to meet program, grant, client, and organizational needs. Employment is subject to IIW policies, applicable law, funding availability, and satisfactory performance. Reasonable accommodations may be made for qualified individuals with disabilities.

You will provide individualized, long-term intensive case management to clients. The coordinator assesses eligibility and need, develops client-specific Self-Sufficiency Plans, coordinates services across multiple systems, completes Quality of Life Score assessments, maintains regular client contact, and documents measurable progress toward safety, stability, functioning, and independence.

Essential Duties and Responsibilities

• Screen referrals for eligible status, qualifying vulnerability, eligibility window, and demonstrated need for at least six months of intensive case management.
• Verify identity, status, eligibility date, non-duplication, and supporting documentation; complete required notification or approval processes before enrollment.
• Conduct the intake assessment, identify the primary vulnerability, provide comprehensive orientation, explain confidentiality and program responsibilities, and obtain the required Letter of Agreement.
• Develop an individualized Self-Sufficiency Plan within required timelines using SMART goals, action steps, responsibilities, timeframes, referrals, and strategies to remove barriers.
• Complete Quality of Life Score and progress assessments every 180 days and at case closure; use results to revise goals and service intensity.
• Maintain meaningful client communication at least monthly and more often based on risk, need, and the SSP; document all contacts and attempted contacts.
• Coordinate services across housing, food, income, employment, financial management, physical and mental healthcare, transportation, benefits, social adjustment, and family wellness.
• Accompany or prepare clients for appointments when necessary, advocate for access, follow up with providers, and help clients build skills to navigate systems independently.
• Provide culturally and linguistically appropriate support through qualified interpretation and translated documents; protect confidentiality and informed decision-making.
• Prepare requests for approved emergency financial, transportation, or childcare assistance when needed to address the client’s vulnerability or enable participation in services.
• Identify and respond to safety concerns involving abuse, neglect, domestic or gender-based violence, trafficking, suicide risk, exploitation, homelessness, or serious health needs through immediate consultation and established procedures.
• Coordinate dual enrollment and maintain ongoing communication with PIR, MG, PC GAPS, RSS, healthcare, legal, mental health, schools, and other providers to prevent duplication.
• Submit database requests and documentation for beyond eligibility, re-enrollment, transfer, extension, or other required approvals within established timelines.
• Maintain a complete, secure, and monitoring-ready PC ICM case file with eligibility, agreements, assessments, QLS, SSP, referrals, assistance, case notes, approvals, and closure documents.
• Complete case closure assessment and letter, document closure status, provide ongoing-resource referrals, and ensure final database entries are accurate.
• Participate in supervision, case consultation, training, quality review, outreach, monitoring preparation, and program improvement.

Minimum Qualifications

• At least two years of case management, healthcare navigation, behavioral health support, disability services, or related experience.
• Demonstrated ability to manage complex cases, maintain professional boundaries, and document services accurately.
• Valid driver’s license, reliable transportation, and ability to meet IIW driving and insurance requirements.

Preferred Qualifications

• Experience with intensive case management, trauma-informed services, behavioral health, disability, domestic violence, trafficking, or elder/youth services.
• Training in motivational interviewing, mental health first aid, suicide prevention, trauma-informed care, or related approaches.
• Experience with QLS/outcome assessments and case-management databases.
• Fluency in a language commonly spoken by IIW clients.

Knowledge, Skills, and Competencies

• Intensive, client-centered case management; assessment; goal planning; advocacy; and coordinated referral follow-up.
• Strong cultural humility, trauma-informed communication, confidentiality, boundaries, and crisis-escalation judgment.
• Ability to organize long-term cases with multiple providers, due dates, risks, and changing goals.
• Clear, objective case-note writing, data entry, and documentation of measurable outcomes.

Working Conditions and Physical Requirements

• Work occurs in the office, client homes, hospitals, clinics, behavioral-health settings, schools, government offices, and community locations.
• Local travel and occasional evening or weekend work may be required based on client availability and urgent needs.
• The position regularly serves clients affected by trauma, disability, serious illness, mental health concerns, family conflict, social isolation, or housing instability.

Key Performance Expectations

• Eligibility and enrollment decisions are accurate, supported, and non-duplicative.
• Assessments, QLS, SSPs, monthly contacts, referrals, assistance, and case notes are timely and complete.
• Clients demonstrate measurable progress in priority vulnerability and self-sufficiency domains.
• High-risk concerns are recognized, documented, consulted on, and escalated promptly.
• Case files and database records remain secure, accurate, and monitoring-ready.

Salary starts at $40,000 annually

Other Duties and Employment Statement

This description identifies the primary functions of the position and is not intended to be an exhaustive list of every duty. Responsibilities may be adjusted to meet program, grant, client, and organizational needs. Employment is subject to IIW policies, applicable law, funding availability, and satisfactory performance. Reasonable accommodations may be made for qualified individuals with disabilities.