Information and Referral Services Manager

The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

IRC Background: IRC opened an office in Seattle in 1976 and provides a continuum of services including intensive case management, employment and economic empowerment services, immigration assistance, health and wellness programming, and education support to refugee and immigrant families in Washington State. IRC Seattle is committed to providing trauma-informed, equitable, and accessible services and maintaining and evolving a diverse, inclusive, and supportive workplace.

Job Overview: 

The Information and Referral (I&R) Services Manager leads the setup, launch, and management of a new trust-centered helpline and digital platform for immigrants and refugees impacted by data sharing concerns. This position combines project management, team leadership, and systems coordination to ensure that the platform operates efficiently, securely, and equitably.

The Manager will serve as the primary liaison between IRC Washington, the Signpost Technical Team, the Technical Assistance Unit, and multiple state and community stakeholders (including DSHS, local CBOs, and service coalitions). The role requires a blend of operational discipline, systems thinking, and relationship management to build a reliable, low-barrier, multilingual information and referral system. As a pilot project, the role will likely need to be adjusted as needed. 

Major Responsibilities:

1. Project Design & Implementation (Setup Phase)

• Lead the planning, setup, and launch of the I&R platform, ensuring timely delivery of project milestones.
• Develop and maintain the project plan, including timelines, dependencies, and risk mitigation strategies.
• Lead on the communication strategy in collaboration with the Editorial Officer and state agency partners.
• Coordinate with the Signpost Team on platform configuration, data security, and system testing.
• Oversee SOP development for call handling, privacy, data protection, and escalation protocols.
• Prepare staff onboarding, scripts, and training materials.

2. Team Leadership & Supervision

• Supervise and coach a team of an Editorial Officer and four Information & Referral Specialists.
• Establish performance metrics, call quality standards, and feedback systems.
• Foster a culture of trust, empathy, and data privacy within the team.
• Conduct ongoing coaching and professional development for staff.

3. Operations & Quality Assurance

• Manage daily operations of the platform, including scheduling, coverage, and workflow adjustments.
• Monitor call volumes, client experience, and service quality; implement continuous improvements.
• Coordinate closely with technical partners to resolve system issues or user feedback.
• Maintain documentation and ensure compliance with data protection standards.

4. Stakeholder Coordination & Reporting

• Serve as primary liaison between IRC WA and state agency partners (e.g., DSHS, state refugee office, and related departments).
• Represent the helpline in interagency coordination meetings and working groups.
• Collaborate with CBOs, advocacy networks, and referral agencies to align messaging, data protection principles, and escalation pathways.
• Ensure integration and interoperability between the helpline and other statewide navigation or support systems.
• Identify opportunities to improve system-level coordination for immigrant data privacy and service access.

Key Working Relationships: 

Position Reports to:  Deputy Director of Programs 
Position directly supervises:  Editorial Officer, Information & Referral Specialists
Other Internal and/or external contacts:

Internal: Technical Advisor, Information and Referral Specialist, Monitoring, Evaluation, and Learning Manager, DSHS, HCA

Job Requirements:

Demonstrated Skills and Competencies

• Strong project management skills, including experience launching new initiatives or digital platforms.
• Proven ability to lead and mentor diverse, multilingual frontline teams.
• Deep understanding of data privacy, informed consent, and trauma-informed communication.
• Comfort working in cross-functional teams (tech, data, and program operations).
• Strong organizational, communication, and documentation skills.
• Ability to balance strategic thinking with hands-on problem solving.

Education and Experience

• Bachelor's degree in social services, project management, public administration, or related field; or equivalent combination of education and relevant professional experience.
• Minimum 3–5 years of experience in project management, human services coordination, or call center operations.
• Experience working with immigrant and refugee communities strongly preferred.
• Previous familiarity with CRM or client management systems (e.g., Zendesk, Salesforce) a plus.

Language and Cultural Competence

• Fluency in English required; proficiency in one or more refugee/immigrant languages, Spanish is ,  strongly preferred.
• Demonstrated ability to work cross-culturally with empathy, humility, and confidentiality.

Working Environment: 

• Standard, professional office environment and field work

Compensation: (Pay Range: $77,968 - $88,914)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.

Standard of Professional Conduct: The IRC and the IRC workers must adhere to the values and principles outlined in the IRC Way – our Code of Conduct. These are Integrity, Service, Accountability, and Equality.

Cookies:

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.

US Benefits: 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 $143 per month, dental starting at $6.50 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. 

Equal Opportunity Employer: IRC is an Equal Opportunity Employer. IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status, disability or any other characteristic protected by applicable law.

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