ICM Program Coordinator
Job Overview: The Intensive Case Management Program Coordinator will oversee the Turlock office’s Intensive Case Management program, which provides newly arrived refugees with long-term case management, services, and resources to successfully integrate into their new community and gain self-sufficiency. The ICM Program Coordinator will supervise three caseworkers and work collaboratively as a team to provide services to clients. The ICM Coordinator will be responsible for ensuring each client has an individualized service plan and receives client-centered, trauma-informed services for up to two years. This includes assisting clients to navigate the health care system, supporting access to benefits, providing client education, and coordinating referrals and follow up with other service providers. In addition to supervising staff and working directly with clients, this position will be responsible for maintaining up-to-date knowledge of all ORR Preferred Community guidelines and ensuring the program is in compliance. Finally, this position will develop and maintain community partnerships in the Turlock area to ensure clients receive a holistic set of services. This position reports to the Safety and Wellness Manager.
Responsibilities may include, but are not limited to:
· Serve as lead for the ICM program, maintaining oversight of all active cases, client needs, and progress;
· Directly oversee ICM Caseworkers including onboarding, weekly supervision, oversight of tasks, and ongoing staff training and development;
· Serve as the primary point person for incoming refugee clients with significant health-related needs;
- Work with a team to conduct initial intakes and develop individualized, holistic service plans for each client;
· Provide comprehensive, client-centered case management and services including but not limited to assistance navigating healthcare and other systems, support accessing benefits and insurance, referrals to community service providers, and assistance with booking appointments and scheduling transportation and interpretation;
- Assess and monitor client progress at regular intervals to ensure progress on goals is made; modify initial service plans and other case file documents, as required;
- Identify appropriate service providers to meet client needs, successfully coordinate client referrals, and assist and advocate for ongoing access to services and care;
- Work with IRC staff to ensure client integration and referrals across programming;
- Develop and strengthen strategic partnerships with local service providers and community organizations;
- Maintain up to date knowledge of all ORR Preferred Community guidelines and ensure program compliance;
- Oversee completion of timely and accurate case notes, maintain casefile compliance, monitor client progress, and ensure tracking of program enrollments, services, and outcomes as required by the program;
- Oversee reporting including client data and written reports on case highlights, successes, and challenges;
- Manage the oversight and training of program interns and volunteers;
- Participate in all program meetings, staff development activities, and fully engage as a member of the team;
- Comply with all policies, procedures, and protocols of the agency;
- Other related duties as assigned.
Key Working Relationships:
Position Reports to: Safety and Wellness Manager.
Position directly supervises: Three ICM Caseworkers
Other Internal and/or external contacts:
Internal: The ICM Coordinator will oversee the Intensive Case Management team and collaborate with staff to support the achievement of program goals. This position will also develop working relationships with Resettlement and other office staff to ensure successful client referrals to the ICM program and from ICM to other services and programs as necessary.
External: The ICM Coordinator will be responsible for developing and maintaining relationships and referrals systems with community service providers to ensure comprehensive, wrap-around services to support client needs and self-sufficiency goals. This includes, but is not limited to, health professionals, mental health professionals, insurance providers, the Refugee Health Clinic, schools, special needs resources, housing resources, etc.
- BA degree with an emphasis in Social Work, Public Health, or related field required; masters strongly preferred.
- 4+ years of related professional experience in case management, medical and insurance systems, and/or health education required;
- Prior experience working in humanitarian settings, with non-profit and community-based organizations with refugees, immigrant populations or vulnerable populations required;
- Experience supervising staff strongly preferred;
- Experience providing crisis intervention services required; experience managing ongoing community partnerships for high-need clients strongly preferred;
- Language skills in Arabic, Dari, Pashto, Farsi or other relevant client languages strongly preferred;
· Previous multi-cultural experience and demonstrated ability to communicate well with people of varied backgrounds;
· Strong written and verbal communication skills, including the ability to write program updates and reports;
· Strong computer skills, particularly Word and Excel required; prior experience using data and tracking systems strongly preferred;
· Attention to detail and ability to organize and track large amounts of information efficiently and accurately;
· Commitment to teamwork and collaboration across all of IRC’s programs;
· Organized self-starter with excellent problem-solving skills and proven ability to multi-task, prioritize duties, manage time effectively, and navigate stressful situations;
· Highly motivated with an ability to work independently, develop new classes and programming, and be a self-starter, maintaining responsibility for multiple tasks;
· Possess reliable transportation, valid US driver’s license, and active insurance policy.
· Standard office work environment.
· Travel to field site operations and external stakeholder meetings occasional.
· Occasional evening and weekend hours may be required.
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 $120 per month, dental starting at $7 per month, and vision starting at $5 per month, FSA for healthcare and commuter costs, a 403b retirement savings plans with immediately vested matching, 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.