NVPPA Supervisor (Service Staff Supervisor)

International Rescue Committee•New York, NY

12d•Remote

About The Position

The National Virtual Program for Professional Advancement (NVPPA) is a nationwide, fully virtual program through which the International Rescue Committee (IRC) serves newly arrived refugees under a cooperative agreement with the Office of Refugee Resettlement (ORR). Participants receive career navigation, training, job placement support, and direct financial assistance to advance an individualized career goal. The NVPPA Supervisor manages the day-to-day work of the program's direct service team across a fully virtual, national caseload. The role oversees caseload management, case file review, escalation and resolution of participant issues, and consistent quality across Professional Advancement Plans (PAPs) and uses of direct financial assistance. The position has an end date of September 30, 2027. This is a fully remote, U.S.-based position. It requires reliable high-speed internet and a private workspace suitable for confidential client conversations. Scheduling flexibility is required to serve participants across U.S. time zones, and occasional travel may be required.

Requirements

Undergraduate degree required, ideally in Social Work, Human Services, or a related field; comparable work and/or lived experience may be substituted.
At least 2 years of management or supervision experience, including onboarding, coaching, and managing staff performance.
At least 2 years of relevant experience in human services, preferably in resettlement, workforce development, or employment services.
Demonstrated experience overseeing high-volume caseloads in a compliance-heavy environment, including case file review and quality assurance.
Demonstrated skills tracking and reporting information in a database.
Familiarity with federally funded program compliance and eligibility documentation.
Demonstrated commitment to client confidentiality and data protection, including oversight of a remote team's handling of sensitive personal and immigration documents.
Strong problem-solving, prioritization, and time-management skills, and demonstrated success working in a multicultural environment.
Commitment to anti-racism, ongoing learning, and equitable service to all eligible clients regardless of national origin, language, location, or resettlement agency.
Proficiency in Microsoft Office and remote collaboration tools.
Fluency in spoken and written English.
Reliable high-speed internet and a private workspace suitable for confidential client conversations.
Scheduling flexibility to serve participants across U.S. time zones.

Nice To Haves

Experience with remote or distributed teams.
Experience with ETO.
Experience with ORR-funded programming.
Experience developing standard operating procedures or workflow documentation.
Familiarity with credential evaluation, professional licensing, or recertification pathways.
Lived experience as a refugee or immigrant.
Fluency in an additional language relevant to current refugee populations.
Occasional travel may be required.

Responsibilities

Manage direct service staff caseloads, including assigning and balancing participants across Career Navigators and routing participants on credentialing and recertification pathways to specialized navigators.
Conduct regular case file reviews to confirm participant records, including eligibility documentation, PAPs, and case notes, are complete, accurate, and timely.
Resolve escalated participant issues in partnership with the Customer Service Representative and determine when the Deputy Director should be involved.
Support onboarding and ongoing training of direct service staff.
Translate program requirements into standard operating procedures and desk guides for the direct service team.
Review PAPs for soundness and confirm career goals and proposed uses of funds meet ORR eligibility requirements before assistance is requested.
Ensure required safeguards are applied to higher-risk uses of financial assistance, such as vehicle purchases.
Work with the data team to ensure required data is recorded in Efforts to Outcomes (ETO) and electronic case files are complete for ORR reporting.
Monitor progress against program targets, identify service-model barriers, and work with the Deputy Director on practical adjustments.
Coordinate handoffs among navigation, training, financial assistance, and job placement so participants move smoothly through the program.
Work with administrative and finance staff to ensure financial assistance requests are complete, documented, and aligned with each participant's PAP.
Coordinate with other resettlement and employment programs, IRC offices, sister agencies, and local partners to support appropriate co-enrollment and avoid duplication of services.

Benefits

10 paid sick leave days.
10 U.S. holidays.
20–25 days of paid time off based on role and tenure.
Medical insurance starting at $163 per month.
Dental insurance starting at $6.50 per month.
Vision insurance starting at $5 per month.
Flexible spending accounts for healthcare, dependent care, and commuter expenses.
A 403(b) retirement savings plan with employer match and immediate vesting.
A non-elective employer contribution based on age and years of service, with 3-year vesting.
Disability and life insurance.
Employee Assistance Program (EAP) offering confidential counseling and support services for employees and their families.