Intensive Case Management Program Manager

Commonpoint Queens seeks a Program Manager, Intensive Case Management (PM) to oversee intensive case management (ICM) services provided to refugee and other humanitarian migrant clients through the Preferred Communities (PC) program. The PC program assists Commonpoint Queens clients with particular vulnerabilities and social adjustment challenges (such as serious physical health issues, mental health challenges, developmental disabilities, single parents, experiences of gender-based violence and more). The PM reports to and collaborates with the Assistant Director, Initial Resettlement & Social Integration to ensure that service provision is compliant with the underlying agreements and guidelines. The PM provides supervision and support to PC ICM Case Managers, while maintaining a small caseload of direct service clients. Fluency in one or more refugee languages strongly preferred.
DUTIES AND RESPONSIBILITIES

• Collaborates with the Volunteer Services team to provide support, guidance and training to community sponsor volunteer partners working with PC ICM clients.
• Leads PC staff in PC community coordination, capacity building and partnership development activities in the greater New York City area.
• Maintains a small caseload of direct service clients, and provides direct services as described below:
• Collaborates with the entire Case Management Team to recruit and enroll clients in PC ICM.
• Collaborates with the R&I Employment Services team to ensure appropriate employment services for PC ICM clients.
• Ensures timely and compliant documentation of ICM services in the Apricot case management system.
• Prepares required PC ICM programmatic reports.
• Provides supervision and support to the Intensive Case Managers, including conducting regular performance evaluations and providing coaching and feedback to support their growth and development.
• Coordinates with the Assistant Director to implement Quality Control and Monitoring & Evaluation (M&E) procedures for PC as appropriate.
• Oversees and tracks disbursement of direct financial assistance to PC ICM clients.
• Provides ongoing programmatic guidance to the Intensive Case Managers; ensures program compliance with all requirements stipulated by the Office of Refugee Resettlement (ORR).
• Develops training materials on the PC program, and provides training to new staff as part of the onboarding process.
• Undergoes thorough training on PC program requirements, enrollment process, service delivery, documentation, intake, case noting and reporting procedures.
• Develops and implements an outreach plan to educate eligible populations about PC ICM services and coordinate with other community organizations serving PC-eligible populations.
• Collaborates with the Volunteer Services team to ensure PC ICM clients benefit from volunteer matches and donations.

○ Recruits program participants through internal referrals and outreach to eligible individuals. ○ Completes eligibility screenings for clients recruited by or referred to the PC Program. ○ Conducts comprehensive intakes for clients determined eligible for the program.○ Develops goal-oriented, client-centered self-sufficiency plans with each enrolled program participant addressing their long- and short-term needs and goals. ○ Provides extended/enhanced cultural orientation workshops to program participants as needed. ○ Guides program participants through referrals, providing follow up, check-ins, and assistance, ensuring all services are linguistically and culturally appropriate. ○ Screens for direct client financial assistance eligibility in accordance with Commonpoint Queens’ basic needs direct assistance rubric, facilitates disbursement, and conducts all necessary follow-up. ○ Provides ongoing guidance to and communication with volunteers matched with PC clients for English tutoring, career mentorship and more, as needed. ○ Maintains comprehensive case files, case notes and assessments for each enrolled client, ensuring client confidentiality and protection of personally identifiable information. ○ Attends HIAS and other workshops and trainings centered on trauma-informed case management, PC specific vulnerability support, community-based mental health support, economic self-sufficiency and more.

• Brings commitment and integrity to accomplishing Commonpoint Queens’ mission and goals in all assigned duties.
• Performs other duties as assigned.

QUALIFICATIONS & REQUIREMENTS:

• Excellent problem-solving and organizational skills required.
• Fluency in one or more refugee languages (Spanish, Dari, Pashto, Arabic, Ukrainian, Russian, Burmese, Haitian Creole, French, Kikongo, Lingala, Swahili, etc.) strongly preferred.
• Excellent computer skills, including experience with Salesforce, Microsoft Office and Google applications (Gmail, Calendar, Contacts, Docs, Sheets, etc.).
• Undergraduate degree required; graduate degree preferred, particularly a MSW or advanced degree in psychology, international relations, etc.
• Demonstrated cultural competency through familiarity in working with people from diverse backgrounds.
• Ability to prioritize and multi-task several urgent projects in a fast-paced environment required.
• Excellent interpersonal skills, as well as verbal and written communication skills required.
• Previous experience in refugee resettlement or social services required; previous experience in PC preferred.

To Apply: Please send a resume and cover letter to Alex Caudill at [email protected]