Resettlement Case Manager

Resettlement Case Manager

The Program for Initial Refugee Resettlement (PIRR) Case Manager provides intensive, trauma-informed case management services to newly arrived and eligible Office of Refugee Resettlement clients, coordinating core services, barrier removal, and stabilization supports. This role works closely with resettlement case managers, ESL and employment teams, volunteers, and community partners to ensure timely completion of ORR PIRR requirements, accurate documentation, strong client outcomes, and a dignified client experience.

Service Coordination Across Programs: Works closely with the Resettlement Program Manager, resettlement case managers, ESL, employment staff, and volunteers to coordinate completion of required resettlement core services.

Compliance with ORR PIRR Requirements: Ensures all PIRR requirements are met, including intake appointments, assessments, home visits, assistance with obtaining required documents and public benefits, and completion of any additional program mandates.

Trauma-Informed, Strengths-Based Case Management: Provides comprehensive case management (assessment, counseling, follow up) using trauma-informed, culturally responsive, and client-centered approaches that promote autonomy, dignity, and safety.

Individualized Service Planning (ISPs): Develops, monitors, and updates individualized service plans with clear goals, timelines, and action steps; adjusts plans based on client progress and emerging needs.

Barrier Removal: Works with clients one-on-one and/or in group settings to identify barriers (e.g., transportation, health, language, childcare, digital access), provide guidance, and facilitate referrals to internal and external services.

Assessment & Referral: Conducts holistic assessments by obtaining relevant history, evaluating needs and strengths, and providing appropriate referrals (healthcare, mental health, legal, housing, schools, benefits agencies, etc.).

Documentation & Data Quality: Maintains client documentation standards, including timely, accurate, and complete case notes, forms, and reports in the agency's case management system (e.g., intakes, assessments, ISPs, consents, outcome tracking, and required federal/state/VOLAG reporting).

Transportation Coordination: Coordinates transportation (e.g., scheduling, bus training, mileage support) to ensure clients can complete core services and essential appointments.

Housing Coordination: Obtain safe, affordable housing for clients and provide housing orientation covering housing safety, lease terms, tenant rights and responsibilities, utilities, connection to payments systems, using apartment appliances including laundry, and community expectations.

Form Preparation & Client Education: Assists clients in completing forms and applications and provides education on resettlement processes, rights, responsibilities, and community resources.

Caseload Management: Maintains an active caseload of up to 40 cases at any given time, prioritizing based on acuity and program timelines.

Interagency Collaboration & Advocacy: Cultivates partnerships with community providers (healthcare, schools, mental health, landlords, employers, public benefits offices) and advocates for client needs to ensure coordinated care.

Crisis Intervention & Safety Planning: Responds to urgent client needs using de-escalation, safety assessments, and safety planning; elevates high-risk cases to supervisor and appropriate partners per protocol.

Quality Assurance & Reporting: Ensures data accuracy and timeliness; participates in internal audits, file reviews, corrective action plans, and contributes to program reports and grant compliance.

Safeguarding, Confidentiality, and Mandated Reporting: Upholds confidentiality and data privacy in line with agency policy, HIPAA, and ORR safeguarding standards; completes mandated reports related to abuse, neglect, or exploitation.

Professional Development: Completes required trainings (e.g., trauma-informed care, safeguarding, cultural orientation, documentation standards), stays current on best practices, and integrates learning into daily work.

Program Development & Continuous Improvement: Provides feedback to improve workflows, client education materials, and service coordination; participates in team meetings and special initiatives.

Bachelor's degree in Social Work, Psychology, Public Health, Human Services, or related field; or equivalent combination of education and relevant experience.

• 2+ years of case management or direct services experience (refugee/asylee, immigrant services, behavioral health, or similar high-need populations).
• Demonstrated knowledge of community resources and public benefits navigation.
• Experience working with interpreters and across cultures; strong cultural humility.
• Strong documentation skills and proficiency with case management databases and Microsoft 365 (Word, Excel, Teams, Outlook).
• Valid driver's license, reliable transportation, and ability to travel locally to client homes and appointments.
• Ability to work evenings/weekends for airport client pickup and orientation.
• Ability to push, pull, and lift furniture to conduct move-ins, conduct home visits, and navigate multi-site service delivery.
• Ability to deal with abstract as well as concrete situations.
• Ability to define problems, to collect data, to establish facts, and draw valid conclusions.

• Multilingual skills (e.g., Arabic, Dari/Pashto, Swahili, Ukrainian, Spanish, French, or other languages common among clients).
• Familiarity with ORR programs and reporting, PIRR requirements, and VOLAG standards.

• Trauma-informed, strengths-based, and client-centered practice.
• Excellent interpersonal communication, conflict resolution, and de-escalation skills.
• Strong organizational skills; able to manage deadlines, priorities, and a high-volume caseload.
• Analytical problem-solving with attention to detail and data accuracy.
• Ability to maintain confidentiality and comply with safeguarding and mandated reporting.
• Comfort facilitating groups, delivering orientations, and presenting to community audiences.