Virtual Resettlement Senior Client Services Supervisor

Are you a person of compassion? An advocate for justice? Someone who stands up for the rights of the vulnerable and speaks out for the marginalized, the exploited and the forgotten?  Do you believe in our calling as Christians to welcome the least of these and love our neighbor?
If you answered ‘yes’, to any of the above, World Relief, and millions of people around the world need you.
At this pivotal moment in time, we are rapidly expanding and growing our team to meet the increasing needs of our world. We are looking for people who want to use their gifts and talents to make a real and tangible difference in our world and the lives of the suffering.  If you’re looking for a purpose-driven career in which you can grow your talents, while also standing up for the rights of the vulnerable, we want you to join us today.  ORGANIZATION SUMMARYWorld Relief is a global Christian humanitarian organization whose mission is to boldly engage the world’s greatest crises in partnership with the church. The organization was founded in the aftermath of World War II to respond to the urgent humanitarian needs of war-torn Europe. Since then, for 80 years, across 100 countries, World Relief has partnered with local churches and communities to build a world where families thrive and communities flourish.
Today, organizational programming focuses on humanitarian and disaster response, community strengthening and resilience, and refugee & immigrant services and advocacy. 
World Relief is a unique and invigorating place to work. We are looking for talented, ambitious, and collaborative people to come alongside our mission, vision, and values as we boldly engage the world’s greatest crises in partnership with the church.   World Relief’s vision is to see the most vulnerable people transformed economically, socially, and spiritually, in community with the local church. One of the key ways that World Relief seeks to accomplish this is to ensure excellence and continuous improvement in all our program initiatives and support services. The Virtual R&P Client Services Senior Supervisor will support the VR&P Manager in ensuring effective service delivery across multiple states. This role will provide oversight of various aspects of the Virtual R&P team, including managing the pipeline of cases, upholding program compliance, and closing gaps in staff understanding. This individual will work collaboratively with the other members of the Virtual Team and will report to the VR&P Manager.   The Virtual R&P program is a new and developing model of resettlement. We are looking for individuals who are innovative and self-directed with strong problem-solving and efficiency skills. The position requires excellent written and oral communication, remote team management skills and program management experience. 

ROLE & RESPONSIBILITIES:

• Team Leadership & Supervision:   
• Oversee the Quality Assurance, Case Assurance and Assessment, and State Collaboration aspects of the VR&P program   
• Facilitate regular, re-occurring one-on-one staff supervision meetings with all direct reports reviewing program needs, compliance standards, progress, and other support 
•  Provide training, performance reviews, and ongoing professional development for all direct reports   
• Lead team meetings to promote team culture, monitor staff workload, and foster accountability for goal setting     
• Assist with the hiring of new staff members 
•  Problem solve with staff and provide regular updates to the Virtual R&P Manager 
•  Facilitate a team culture based on integral mission principles that integrates church and community partners into relevant aspects of work.   
•  Program Management: 
•  Achieve participant satisfaction and program outcomes for the R&P program through timely, high-quality services, including documentation of all services   
• Develop or review client service systems and tools with team, ensuring both understand and consistent usage 
•  Collaborate with other program managers, supervisors, and the Church and Community Engagement team to efficiently serve families and communicate about trends and needs within the refugee community 
•  Participate in department and Community of Practice calls 
•  Uphold casefile and programmatic compliance through routine communication and oversight of Quality Assurance & Accountability Specialists   
• Oversee the Complaints and Feedback Mechanism, ensuring that feedback is resolved and documenting lessons learned for VR&P leadership and Home Office     
• Develop and implement the US Tie Assessment process to support key programmatic outcomes 
•  Manage and maintain database of incoming case allocations and assurances in conjunction with the Pre-Arrival team and Case Assurance Coordinators      
•    External