Community Service Coordinator

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.

Pay: From $40,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person