Community Services Manager - Manchester, NH

The mission of the International Institute of New England (IINE) is to create opportunities for refugees and immigrants to succeed through resettlement, education, career advancement and pathways to citizenship. One of the oldest and largest human services organizations for New Americans in the region, IINE serves more than 4,000 people each year in Boston and Lowell, Massachusetts, and Manchester, New Hampshire. Our programs include case management, youth and family services, English for Speakers of Other Languages (ESOL), employment and skills training, and immigration legal services.

A dynamic, forward-looking, smart, and rapidly growing non-profit organization, we seek well-qualified, mission-driven and solutions-focused candidates who are experts in their respective fields. Successful candidates will join a committed team of professional staff and volunteers who are devoted to welcoming and serving new Americans.

Overview

The Community Services Manager oversees the implementation and management of the Institutes case management programs. The Community Services Manager Supervises the delivery of client services to support clients accomplish self-sufficiency and manages the community services program and intake systems, including strength-based resettlement, case management, youth, and family-based services. This role also manages the performance of several public contracts and helps maintain strong relationships with grantors, local government, community health centers, public benefits offices, and community agencies.

Position Title: Community Services Manager

• Department: Community Services

• Reports to: Managing Director

• Supervises: Lead Case Specialists, Case Specialists, Housing Coordinator

• Status: Full-time; Exempt

• Job Location: Manchester, NH

• Position Format: Hybrid

• Pay Rate: $66,027.52/year

Benefits:

Full-time employees will be eligible for all benefits including PTO time, sick days and twelve paid holidays. You may participate in all benefit programs that IINE establishes and makes available to eligible employees, under (and subject to all provisions of) the plan documents that govern those programs. Currently, IINE offers medical, dental and vision. Company-paid life insurance, company-paid short term disability (STD), long term disability (LTD), accidental death and dismemberment and disability coverage, Flexible Spending Accounts (FSA), other benefits including 403(b) with company match plan(s) pursuant to the terms and conditions of company policy and the 403(b)-plan document. Other perks such as discounts through our vision plan, fitness reimbursement and more.

Responsibilities

• Recruit, manage and oversee the activities of all community services staff and interns.

• Supervise specialized services, strength-based case management services for IINE clients including refugees, asylees, special immigrant visa holder, humanitarian parolees, victims of trafficking and Haitian/Cuban entrants.

• Manage comprehensive intake system for clients accessing community services.

• Assign case management cases and provide weekly supervision to case specialists.

• Ensure high standard of services and outcomes that meet or exceed US Government regulations.

• Ensure cases have individual case plans with particular attention to culture, language and special circumstances, and coordinate services to accomplish goals of individual and family self-sufficiency.

• Supervise all client-related program expenditures and requests.

• Responsible for all program-related data entry, including that of supervisees.

• Support teaching and management of cultural orientation classes for IINE clients.

• Lead performance tracker review during weekly Community Service Team meetings. Provide structured supervision and support to staff through weekly Client Focused Meetings/Dispo and weekly one-on-one meetings with direct reports.

• Manage AOR, CAM AOR and Lautenberg assessments and application process. Provide referrals to other family reunification pathways.

• Coordinate referrals, for clients with mental health needs, to services which provide basic coping skills and foster positive relationships and communal support. Provide crisis intervention as needed.

• Provide best-practices training, leadership, supervision, and support for case specialists and related interns as designated.

• Address client needs and problem-solve client questions and grievances.

• Support the development of a comprehensive resource manual and SOPs for services commonly used.

• Build community relationships with health centers, public benefits offices and community and external supports.

• Conduct quality assurance reviews to ensure that case files are up to date and complete with case notes and all required documentation.

• Complete all Community Services contract reports as required and support IINE data collection efforts.

• Coordinate closely with other Institute programs and services, including support of internal referrals.

• Manage SNAP applications, approvals, and reimbursement process.

• Attend staff meetings.

• Perform all other duties assigned by supervisor

Required Skills/Abilities

• Interest in international, refugee, and asylee issues.

• Solid knowledge of public benefits processes and systems.

• Excellent communication and advocacy skills.

• Extremely well organized, detail oriented, flexible, and able to manage multiple tasks simultaneously.

• A command of Microsoft Word, Excel, Outlook, and PowerPoint as well as proficiency in data management and quality assurance required.

• Needs to be able to work in fast paced environment with shifting priorities.

• Ability to work independently and as a team.

• High-levels of discretion and professionalism in dealing with confidential information.

• Bi-lingual and bi-cultural experience a plus.

• Access to reliable transportation.

• Ability to work under pressure and remain calm and composed in stressful situations.

• Ability to work collaboratively with staff, clients, service providers and others.

• Ability to evaluate/interpret information and make good and independent judgments or decisions.

Education & Experience

• Bachelors Degree in Human Services, Counseling, Social Work, or related field required. Masters Degree preferred.

• Minimum of two years of professional experience in community services, preferably as a case worker.

• Minimum of two years of experience supervising staff members and managing quantitative and qualitative reporting for multiple contracts preferred.

Work Environment Conditions

• Requires travel to client homes, stakeholder meetings and surrounding towns.

• Requires occasional night and weekends events and work.

• Exposure to bright, overhead office lighting, use of office technology such as laptops, printers, mail machines, and other in-office equipment.

Physical Demands

• Occasional lifting, pushing, and pulling materials (boxes, equipment) of 50 pounds or more.

• Continuous sitting (or standing) at a desk for long periods of time.

• Occasional driving to and from IINE offices as needed.

• Frequent bending, reaching overhead, and reaching at or below shoulder level required.

Covid-19 Policy

IINE does not require applicants for most positions to show proof of Covid-19. Some federal contracts, however, require IINE staff to show proof of Covid-19 vaccination, and some immigration status adjustments, such as a Green Card, require proof of Covid-19 vaccination as well. Consequently, for some positions, IINE staff may be required to show proof of vaccination, and in others, IINE staff will be supporting clients who are required by law to have proof of vaccination in order to adjust their status in the United States.

US Work Eligibility Notice

This position requires lawful authorization to work in the United States, and IINE is unable to provide visa sponsorship in connection with this.