Client Services Supervisor - World Relief : Job Details

Are you a person of compassion? An advocate for justice? Someone who stands up for the rights of the vulnerable and speaks out for the marginalized, the exploited and the forgotten? Do you believe in our calling as Christians to welcome the least of these and love our neighbor? If you answered yes', to any of the above, World Relief, and millions of people around the world need you. At this pivotal moment in time, we are rapidly expanding and growing our team to meet the increasing needs of our world. We are looking for people who want to use their gifts and talents to make a real and tangible difference in our world and the lives of the suffering. If you're looking for a purpose-driven career in which you can grow your talents, while also standing up for the rights of the vulnerable, we want you to join us today. ORGANIZATION SUMMARY World Relief is a global Christian humanitarian organization whose mission is to boldly engage the world's greatest crises in partnership with the church. The organization was founded in the aftermath of World War II to respond to the urgent humanitarian needs of war-torn Europe. Since then, for 80 years, across 100 countries, World Relief has partnered with local churches and communities to build a world where families thrive and communities flourish. Today, organizational programming focuses on humanitarian and disaster response, community strengthening and resilience, and refugee & immigrant services and advocacy. World Relief is a unique and invigorating place to work. We are looking for talented, ambitious, and collaborative people to come alongside our mission, vision, and values as we boldly engage the world's greatest crises in partnership with the church. World Relief's vision is to see the most vulnerable people transformed economically, socially, and spiritually, in community with the local church. One of the key ways that World Relief seeks to accomplish this is to ensure excellence and continuous improvement in all our program initiatives and support services. The Virtual R&P Client Services Senior Supervisor will support the VR&P Manager in ensuring effective service delivery across multiple states. This role will provide oversight of various aspects of the Virtual R&P team, including managing the pipeline of cases, upholding program compliance, and closing gaps in staff understanding. This individual will work collaboratively with the other members of the Virtual Team and will report to the VR&P Manager. The Virtual R&P program is a new and developing model of resettlement. We are looking for individuals who are innovative and self-directed with strong problem-solving and efficiency skills. The position requires excellent written and oral communication, remote team management skills and program management experience. \n ROLE & RESPONSIBILITIES: Team Leadership & Supervision: Oversee the Quality Assurance, Case Assurance and Assessment, and State Collaboration aspects of the VR&P program Facilitate regular, re-occurring one-on-one staff supervision meetings with all direct reports reviewing program needs, compliance standards, progress, and other support Provide training, performance reviews, and ongoing professional development for all direct reports Lead team meetings to promote team culture, monitor staff workload, and foster accountability for goal setting Assist with the hiring of new staff members Problem solve with staff and provide regular updates to the Virtual R&P Manager Facilitate a team culture based on integral mission principles that integrates church and community partners into relevant aspects of work. Program Management: Achieve participant satisfaction and program outcomes for the R&P program through timely, high-quality services, including documentation of all services Develop or review client service systems and tools with team, ensuring both understand and consistent usage Collaborate with other program managers, supervisors, and the Church and Community Engagement team to efficiently serve families and communicate about trends and needs within the refugee community Participate in department and Community of Practice calls Uphold casefile and programmatic compliance through routine communication and oversight of Quality Assurance & Accountability Specialists Oversee the Complaints and Feedback Mechanism, ensuring that feedback is resolved and documenting lessons learned for VR&P leadership and Home Office Develop and implement the US Tie Assessment process to support key programmatic outcomes Manage and maintain database of incoming case allocations and assurances in conjunction with the Pre-Arrival team and Case Assurance Coordinators External Communication: Advocate on behalf of refugee families when necessary Provide regular updates to State Refugee Coordinators in implementing states Assist with coordination of services provision with key stakeholders on the state level Ensure timely communication with community volunteers and churches, when applicable, in coordination with broader support team Attend all state, Home Office, and coalition meetings as appropriate Other duties as assigned This role is responsible for supervising others and includes responsibilities consistent with supervising employees, including but not limited to monitoring daily work activities, tracking and approving timesheets including approving time off, monitoring performance including entering goals, progress check-ins, and weekly or bi-weekly check-ins, documenting performance concerns, entering staff promotions, transitions, and separations in HRIS within required time frame. Managers at World Relief are also considered spiritual leaders and are expected to lead staff in a manner consistent with our Christian values, including but not limited to praying with staff, leading devotionals, and fostering a Christian environment in interactions with staff throughout World Relief. JOB REQUIREMENTS: 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 Core Beliefs, Statement of Faith, Christian Identity and National Evangelicals For the Health of The Nation document Minimum of 2 years of work experience with refugee resettlement in the Reception and Placement Program Proven success achieving goals and working effectively with all levels of staff in a fast-paced, multi-cultural environment and ability to provide accountability to ensure objectives are met Leadership and supervision abilities to mentor, develop, and evaluate staff performance Self-starter with excellent problem-solving skills combined with the proven ability to multi-task, prioritize duties, and manage time effectively Demonstrated communication skills and ability to communicate with clarity over virtual platforms Bachelor's degree in social work, human services, international relations, or a related field (Master's preferred) Master of Social Work strongly preferred Previous management experience required Advanced computer skills and strong command of Microsoft Office applications Fluency in written and spoken English Ability to travel domestically up to 25%,for multiple days in a row PREFERRED QUALIFICATIONS: Expertise in quality assurance and maintaining compliance with program standards Excellent conflict resolution skills Demonstrated success working and communicating effectively in a multi-cultural environment Cultural competency with sensitivity to refugee and immigrant issues Demonstrated knowledge/experience with local social services, policies, and procedures Previous experience managing people in a virtual environment strongly preferred In-depth understanding of the Reception and Placement Program Decisive, with the ability to obtain necessary information to make decisions 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, WhatsApp and other platforms PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to have ordinary ambulatory skills sufficient to visit other locations Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read application information. The employee frequently is required to sit, talk, and listen. \n $60,000 - $65,000 a year Compensation is commensurate with experience. \n World Relief offers a competitive benefits package and employee discount program for full-time and part-time employees. World Relief is honored to be recognized with the Gold-level Cigna Healthy Workforce Designation for exceeding the core components of our well-being program including leadership and culture, program foundations and execution, and whole person health. *** Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. For World Relief staff, strong commitment to the mission, vision, and values of World Relief is essential, and Christian faith is a prerequisite for employment, based upon United States federal guidelines provided in Title VII of the Civil Rights Act of 1964.