Community Specialist

International Rescue Committee•Seattle, WA

5d•$28 - $30•Hybrid

About The Position

The Community Specialist plays a vital role in advancing equitable access to trusted information and community resources for immigrant and refugee communities through responsive, culturally informed, and trauma-informed support. The role serves as the frontline point of contact for community members accessing the trust-centered information hub. The Community Specialist responds to inquiries in multiple languages, offering accurate, trauma-informed information and connecting users virtually with verified community resources and accurate data. Likewise, the Community Specialist supports the program’s outreach efforts through regular community outreach events, supporting in the development and ongoing implementation of the program’s service map, and identifying and verifying community resources. This role emphasizes trust-building with immigrant and refugee communities, while upholding data privacy, maintaining low-barrier access to information, and ensuring accurate documentation of the necessary interactions. This position is represented by the OPEIU union and subject to the terms and conditions of a collective bargaining agreement.

Requirements

High school diploma or equivalent required.
Two/Three years of related professional experience; preferably with a non-profit or social service organization.
At least one year of experience in case management or social service teams with asylum seekers and humanitarian migrants or refugees.
At least one year of experience in a communications, outreach, or educational/training environment preferred.
Language proficiency in English and at least one additional language commonly spoken in Washington immigrant communities (Spanish, Ukrainian, Russian, Mandarin, Cantonese, Vietnamese, Korean, Arabic, or other Washington State refugee/immigrant language).
Strong interpersonal and communication skills (both written and verbal), with the ability to build trust quickly.
Experience in community outreach, customer service, or human services preferred.
Ability to follow scripts while using good judgment when handling sensitive questions.
Demonstrated commitment to confidentiality and data privacy.
Comfort with using digital tools (Zendesk or similar ticketing/call systems).
Strong teamwork orientation: ability to take feedback and contribute to process improvement.
Cultural humility and sensitivity in working with refugee and immigrant populations.
Strategic, creative, problem solver capable of working well independently and as a part of a team.
Advanced computer proficiency with an emphasis on Microsoft Office applications and desktop publishing. (Word, PowerPoint, Excel, Teams, Outlook).

Nice To Haves

Associate or bachelor’s degree in social services, human services, communications, or related field preferred; equivalent lived or professional experience in immigrant/refugee community support, call center, or social services will be considered in place of formal education.

Responsibilities

Answer inbound calls, respond to social media and text inquiries, and provide information and community referrals using approved scripts and FAQs.
Deliver accurate, culturally and linguistically responsive information to users.
Ensure strict compliance with data protection policies.
Document service interactions in the Zendesk system for quality and reporting purposes (within approved limits).
Escalate complex cases or unclear questions to the Program Manager or technical advisors.
Conduct regular in-person outreach events at local nonprofit organizations, resource fairs, community-based initiatives and others.
Work with Program Manager and technical advisor to implement service map on program’s website using Zendesk platform.
Support in development and maintenance of vetting system for new community resources to ensure standardized review of each resource’s relevance, including multilingual support, trauma-informed approaches, and low cost services.
Identify new community resources to include in the program’s service map.
Support with regular follow up with existing community resources to confirm availability of services.
Provide feedback on recurring questions, gaps in resources, or needed updates to scripts/FAQs.
Participate in initial and ongoing training, including mock calls and refresher sessions.
Contribute to team learning and continuous improvement of the program.
Comply with all IRC policies, procedures and protocols including adherence to the IRC Way and Child and Adult Safeguarding.
Support with content development as needed.
Other related duties as assigned.

Benefits

10 sick days
10 US holidays
20-25 paid time off days depending on role and tenure
medical insurance starting at $163 per month
dental starting at $6.50 per month
vision starting at $5 per month
FSA for healthcare and commuter costs
a 403b retirement savings plans with immediately vested matching
disability & life insurance
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.