Program Manager, Walk-In Services

Founded in 1933 at the request of Albert Einstein, the IRC offers lifesaving care and life-changing assistance to refugees forced to flee from war or disaster. The IRC is on the ground in more than 40 countries, providing emergency relief, relocating refugees and rebuilding lives in the wake of disaster. Through 26 regional offices in cities across the United States, the IRC helps refugees resettle and become self-sufficient. Our programs are designed to ensure refugees thrive in America--whether ensuring children are enrolled in school, adults become self-reliant through employment or starting businesses, or families receive acute medical care they need to recover from trauma or illness. The IRC helps those in need to rebuild their lives and regain control of their future in their new home community.

Scope of Work:

The Program Manager, Walk-In Services is responsible for the strategic guidance, outcome tracking and measurement, management and daily coordination of walk-in services program in the Baltimore office. This includes overseeing grant-funded programs covering intake, assessment and walk-in case management services. The manager will work with the deputy director, other program leads and the senior management team to develop strategies to effectively identify needs, implement new and existing programs, ensure holistic service delivery, and support proposal development and program design.

Responsibilities:

Responsibilities may include, but are not limited to:

- Directly manage the IRC in Baltimore’s walk-in services portfolio to serve asylees, refugees, and other populations intakes, assessments and referrals to IRC’s dynamic programs. This includes program implementation, oversight, monitoring and evaluation for all programs. - Provide leadership, development support and supervision to direct service staff who work in the walk-in services program through leading team meetings; providing individual supervision, coaching and goal-setting; managing workload and prioritizing tasks; and helping staff troubleshoot challenges. - Ensure all programs fulfill funder and agency requirements for documentation, case files, data tracking, and other areas of administrative compliance. - Produce high-quality program reports in a timely manner. This includes completing or overseeing staff completion of monthly, trimester, quarterly and/or interim or final reports to IRC headquarters, the Maryland Office of Refugee and Asylees (MORA) and other private funders. - Regularly review outcomes and data to assess quality of services, ensure progress toward deliverables and outcomes, and identify areas of strength and focus for quality improvement. - Develop and deliver training to the walk-in team and the broader IRC in Baltimore team as needed. - Where appropriate, attend partner meetings on behalf of the IRC in Baltimore. - Coordinate services with the broader IRC in Baltimore team to ensure a holistic approach to supporting individuals and entire families toward initial self-sufficiency and ultimately toward economic and overall well-being. - Support and contribute to strategic planning and program design for walk-in and intake initiatives and proposals. - Coordinate with IRC Baltimore colleagues to implement walk-in programs funded by statewide grants. - Other duties as assigned.

REQUIREMENTS:

- A college degree in social work or a related field of study or equivalent, plus the skills and knowledge typically acquired through 2-4 years of case management work experience with refugee populations. A master’s degree in social work, human services, or related field of study is preferred. - Minimum five years of experience managing portfolio of programs and/or at least two years of supervisory experience in refugee resettlement or other nonprofit agency specializing in case management. - 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 program and staff management skills: experience developing, leading, implementing, and monitoring projects or programs in nonprofit or community-based organizations. Strong ability to coach staff, take initiative and implement pilot projects required. - Proven negotiation, interpersonal, and oral and written communication skills, especially in a multi-cultural environment. - Must be mission and outcome driven, high level of energy, self-confidence, and commitment to client success. - Strong technical skills using Microsoft Office applications (Word, Excel, Outlook) and web-based databases and applications. - Excellent communication skills, with fluency in written and spoken English. Bilingual ability in one of the predominant languages of the local client base preferred. - Strong writing skills and/or proposal development experience a plus.

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: 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 requirement.

Commitment to Diversity and Inclusivity: IRC is committed to building a diverse organization and a climate of inclusivity. We strongly encourage applications from candidates who can demonstrate that they can contribute to this goal.

Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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 $145 per month, dental starting at $7 per month, and vision starting at $5 per month, FSA for healthcare, childcare, and commuter costs, a 403b retirement savings plans with up to 4.5% immediately vested matching contribution, plus a 3-7% base IRC contribution (3 year vesting), 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.

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