Manager of Community Support Services

2 weeks ago

Manchester, New Hampshire, United States International Institute of New England Full time

About Us:
The International Institute of New England (IINE) is dedicated to fostering opportunities for refugees and immigrants, facilitating their success through various programs including resettlement, education, career development, and pathways to citizenship.

As one of the oldest and most prominent human services organizations for New Americans in the region, IINE positively impacts over 4,000 individuals annually across multiple locations.

Position Overview:
The Manager of Community Support Services is responsible for overseeing the execution and administration of the Institute's case management initiatives. This role entails supervising the provision of client services aimed at empowering clients towards self-sufficiency, while managing community service programs and intake systems that encompass strength-based resettlement, case management, and family-oriented services.

This position also involves overseeing the performance of various public contracts and nurturing robust relationships with grantors, local government entities, community health organizations, public benefits offices, and other community partners.

Key Responsibilities:
- Recruit, manage, and direct the activities of community services personnel and interns.
- Supervise specialized services and strength-based case management for clients, including refugees and asylees.
- Manage a comprehensive intake system for clients seeking community services.
- Assign case management responsibilities and provide ongoing supervision to case specialists.
- Ensure high standards of service delivery that comply with governmental regulations.
- Develop individual case plans that consider cultural, linguistic, and unique client circumstances.
- Oversee all client-related program expenditures and requests.
- Maintain accurate program-related data entry and documentation.
- Support the facilitation of cultural orientation classes for clients.
- Conduct performance reviews during team meetings and provide structured supervision through regular meetings with direct reports.
- Manage assessments and application processes for various programs.
- Coordinate referrals for clients with mental health needs and provide crisis intervention as necessary.
- Offer training and leadership to case specialists and interns.
- Address client inquiries and resolve grievances effectively.
- Assist in the creation of a comprehensive resource manual and standard operating procedures for frequently utilized services.
- Cultivate community partnerships with health centers and public benefits offices.
- Conduct quality assurance reviews to ensure case files are current and complete.

Qualifications:
- Bachelor's Degree in Human Services, Counseling, Social Work, or a related field is required; a Master's Degree is preferred.
- A minimum of two years of professional experience in community services, ideally in a case management role.
- At least two years of experience in supervising staff and managing reporting for multiple contracts is preferred.

Skills and Abilities:
- Strong interest in international, refugee, and asylee issues.
- In-depth knowledge of public benefits processes.
- Excellent communication and advocacy skills.
- Highly organized, detail-oriented, and capable of managing multiple tasks.
- Proficiency in Microsoft Office Suite and data management systems.
- Ability to work independently and collaboratively in a team environment.
- High level of discretion and professionalism in handling confidential information.
- Bilingual and bicultural experience is a plus.

Work Environment:
- Travel to client locations and stakeholder meetings is required.
- Occasional evening and weekend work may be necessary.

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