Employment Services Manager
World Relief
- Durham, NC
- Permanent
- Full-time
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Program Development and Oversight
- Conduct continuous job development outreach to local employers to create new opportunities for refugees seeking initial employment in the United States.
- Lead the employment team in this endeavor.
- Achieve participant satisfaction and desired program outcomes for WRD's MG and RSS programs through timely, high-quality services
- Hold primary responsibility for grant compliance, including timely submission of monthly, semi-annual and annual reports for MG and RSS contracts
- Confirm program services remain in compliance with federal and state funders through regular and routine audits
- Actively engage a continuous process of program assessment to identify and pursue service improvement
- In collaboration with WRD Finance team and the Resettlement Director, create and maintain program budgets for MG and RSS programs.
- In collaboration with Resettlement Director, set annual program goals and determine metrics by which program success will be evaluated
- Initiate collaboration with other program managers to efficiently serve families and communicate about trends and needs within the refugee community
- Participate in department and community of practice calls along with maintaining regular communication with WR's Home Office
- Participate in bi-monthly North Carolina Refugee Employment Subcommittee meetings as hosted by the State Refugee Office
- Formally and informally solicit client feedback about service provision, including feedback from refugee community leaders
- Ensure timely and accurate data reporting in the Refugee Information Systems and internal Dynamics databases Team Leadership & Supervision
- Supervise a team of 5-8 direct reports, including 1:1 supervisory meetings, semi-annual performance reports and individual coaching for professional development
- Cultivate a culture of continuous growth and improvement in program services in the Employment team
- Lead Employment team meetings to coordinate effective, holistic plans service plans and program initiatives
- Develop or review client service systems and tools with team, ensuring both understanding and consistent usage
- Provide training, shadowing opportunities, and ongoing professional development for all new direct reports
- Establish goals, provide performance reviews and follow-up on individual goals for each direct report
- Problem solves with staff and provide regular updates to the Resettlement Director
- Participate in department and community of practice calls along with maintaining regular communication with WR's Home Office Direct
- Client Services
- At times may carry a small caseload of Matching Grant or RSS clients
- Lead the Employment team in developing and continuously improving class offerings, including Employment Readiness, Technology Literacy and Drives Education classes.
- Formally and informally solicit client feedback about service provision, including feedback from refugee community leaders
- Receive and adjudicate client appeals and complaints
- Collaborate with WRD Community Engagement team to match community volunteers with refugees for the purposes of assisting in their integration and job readiness
- Maintain accurate and up to date records including case notes, case files, budgets and reports
- Demonstrated success working and communicating effectively in a multi-cultural environment
- Highly self-motivated and comfortable working independently towards case-specific, department, and office-wide goals
- Strong communication skills and ability to communicate with clarity
- Experience managing a team in an environment with many competing priorities
- Demonstrated knowledge/experience with local social services policies and procedures
- Decisive, with ability to obtain necessary information to make decisions
- Excellent conflict resolution skills
- Ability to speak clearly and comfortably on the phone with partners and participants, which include people with limited English abilities and/or the use of interpreters
- Strong command of Microsoft Office applications
- Proven ability to utilize digital communication tools, such as Zoom, Teams, and other platforms
- Proficiency in a language including Arabic, Dari, Pashto, Karen, Burmese, Swahili and/or Kinyarwanda preferred
- Mature and personal Christian faith
- Committed to the mission, vision, and values of World Relief
- Desire to serve and empower the Church to impact vulnerable communities
- Able to affirm and/or acknowledge World Reliefs
- At least three years' professional experience in case management or employment services
- Experience supervising teams of at least 2-3 direct reports
- Valid drivers' license and ability to confidently transport clients to community appointments