Virtual Navigator, Virtual Resettlement Line

Job Overview: In March 2023, the International Rescue Committee (IRC) launched the Virtual Resettlement Line (VRL) to provide streamlined support to humanitarian parolees, refugees and other newcomers. Services include referrals to community-based organizations, addressing inquiries, and offering general guidance to newly arrived individuals.

Starting June 2024, VRL will expand its services to include support for Reception & Placement (R&P) “cash-based clients.” Like other callers, these clients will benefit from resource sharing, answers to their questions, and guidance on resettlement needs. To provide these services, the IRC is recruiting two (2) Virtual Navigators to respond to the needs, questions, and requests of clients calling or emailing the Virtual Resettlement Line. In a timely, efficient and responsive manner, the Virtual Navigator takes calls and emails from callers to see if they may qualify for additional services through programs funded by the Office of Refugee Resettlement. They provide trauma-informed services to refugees and SIVs to support a positive resettlement experience and the achievement of client self-sufficiency.

Major Responsibilities:

Responsibilities include, but are not limited to:

• Maintain up-to-date knowledge and eligibility criteria for all programs offered by the IRC.
• Conduct eligibility screenings for callers including parolees, Special Immigrant Visa holders, and refugees.
• Support client enrollment into programs for which they qualify and refer ineligible clients to community resources such as local departments of social services, shelters, food banks, crisis centers, and others as applicable.
• Efficiently and effectively conduct web-based research to locate local resources and referral options for clients.
• Detail each client interaction in accordance with established requirements. Input client information in database(s) and assist with tracking and reporting as needed.
• Collaborate effectively with coworkers and partner organizations. Build and maintain relationships with area service providers for the benefit of clients.
• Provide individualized support through resource sharing and referrals specific to the needs of the caller.
• Conduct referrals using a streamlined referral process established by the IRC’s Virtual Resettlement Program (VRP).
• Support the Program Officer, VRL with outreach and communications regarding VRL’s services.
• Other duties as assigned.

Job Requirements:

Education: Bachelor’s degree in social work or related field of study preferred.

Work Experience:

• Relevant professional experience in human services field required; minimum of 2 years’ experience strongly preferred.
• Experience working with refugee and/or immigrant populations strongly preferred.
• Experience in Reception & Placement strongly preferred.

Demonstrated Skills & Competencies:

• Strong relationship building, diplomacy, and networking skills; ability to effectively build internal and external relationships.
• Demonstrated success working and communicating effectively in a multi-cultural environment.
• Self-starter with excellent problem-solving skills combined with the proven ability to multi-task, prioritize duties, and manage time effectively.
• Attention to detail and accuracy in work product.
• Knowledgeable about how to conduct efficient and effective web-based searches for client resources and referral options.
• Fluency in English required.
• Fluency in another client language highly desirable.
• Proficient in Microsoft Office applications (Word, Excel, Outlook); ability to use the internet and other digital tools for data entry, research and problem-solving purposes.

Working Environment:

• A fully remote working environment.
• May require occasional weekend and/or evening work based on client needs.

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 requirements.

Gender Equality: IRC is committed to narrowing the gender gap in leadership positions. We offer benefits that provide an enabling environment for women to participate in our workforce including parental leave, gender-sensitive security protocols and other supportive benefits and allowances.

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: The IRC offers a comprehensive and highly competitive set of benefits. All US employees are eligible for sick time, a 403b retirement savings plans: up to 4.5% immediately vested matching contribution, plus an 3-7% additional IRC contribution, and an Employee Assistance Program which is available to our staff and their families to support in times of crisis and mental health struggles.

In addition, full-time employees are eligible for 10 US paid holidays, 20-25 paid time off days, disability & life insurance, medical, dental, and vision insurance (employee contribution starting at $135, $7, and $5 per month respectively) and FSA for healthcare, childcare, and commuter costs. Part-time employees are eligible for a proportionate amount of paid time off. These additional benefits apply to employees who work at least 6 months within a 12 month time period.