Virtual Navigator – Spanish Virtual Reception & Placement (VR&P)

Job Overview: In March 2022, the International Rescue Committee (IRC) in partnership with the Department of State’s Bureau for Populations, Refugees and Migration, launched the brand-new virtual case management program, the Virtual Afghan Placement and Assistance (VAPA) program. Building on the success of this award-winning and innovative program model, the International Rescue Committee launched the first ever of its kind: the Virtual Reception & Placement (VR&P) program. This program will provides case management services to individuals for the first 90 days after their arrival, implementing Reception & Placement (R&P) in a virtual setting.

The IRC seeks a virtual navigator to provide on-demand support to VR&P general phone line by triaging inquiries, conducting eligibility screenings, and making appropriate referrals. The virtual navigator will field calls from VR&P clients, connecting them to appropriate caseworkers and providing community resources to R&P cash-based callers. The intake specialist sits within the VR&P team and reports to the intake manager. This position is only open to current IRC employees.

Major Responsibilities:

Responsibilities include, but are not limited to:

• Provide on-demand support to callers to the VR&P general phone line throughout the day including triaging calls, reviewing missed contact, and making referrals, as needed.
• Schedule and as needed, conduct UST assessments and eligibility screenings for callers including parolees, Special Immigrant Visa holders, and refugees.
• Maintain up-to-date knowledge and eligibility criteria for resettlement services including VR&P, R&P, Matching Grant, Preferred Communities, and Virtual Resettlement Line.
• 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.
• Detail each client interaction in accordance with established requirements. Input client information in database(s) and assist with tracking and reporting as needed.
• Other duties as assigned.

Job Requirements:

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

Work Experience:

• Proficiency in Spanish is required.
• Proficiency in Microsoft Teams, use of case management databases, and email.
• Ability to prioritize and manage time effectively, despite competing priorities.
• Demonstrated ability to work effectively as a team member in a multi-cultural environment.
• Excellent written and oral communications skills in English; proficiency in a language spoken by client populations a plus.

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.

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.