Resettlement Case Manager

Jewish Family Services Of Washtenaw County•Ann Arbor, MI

6d•Onsite

About The Position

The Program for Initial Refugee Resettlement (PIRR) Case Manager provides intensive, trauma-informed case management to newly arrived and eligible Office of Refugee Resettlement clients. The role coordinates core services, barrier removal, and stabilization supports, working closely with resettlement case managers, ESL and employment teams, volunteers, and community partners to meet ORR PIRR requirements, maintain accurate documentation, support strong client outcomes, and provide a dignified client experience. The Case Manager develops and updates individualized service plans, conducts assessments and home visits, facilitates referrals, supports clients with forms and public benefits, coordinates transportation and housing, and responds to urgent needs. The position maintains an active caseload of up to 40 cases and contributes to compliance, quality assurance, reporting, professional development, and continuous improvement.

Requirements

Bachelor’s degree in Social Work, Psychology, Public Health, Human Services, or a related field, or an equivalent combination of education and relevant experience.
At least 2 years of case management or direct services experience with refugee/asylee, immigrant services, behavioral health, or similar high-need populations.
Demonstrated knowledge of community resources and public benefits navigation.
Experience working with interpreters and across cultures, with strong cultural humility.
Strong documentation skills and proficiency with case management databases and Microsoft 365, including Word, Excel, Teams, and Outlook.
Valid driver’s license, reliable transportation, and ability to travel locally to client homes and appointments.
Ability to work evenings and weekends for airport client pickup and orientation.
Ability to push, pull, and lift furniture for move-ins, conduct home visits, and navigate multi-site service delivery.
Ability to handle abstract as well as concrete situations.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Trauma-informed, strengths-based, and client-centered practice.
Excellent interpersonal communication, conflict resolution, and de-escalation skills.
Strong organizational skills and ability to manage deadlines, priorities, and a high-volume caseload.
Analytical problem-solving skills and attention to detail and data accuracy.
Ability to maintain confidentiality and comply with safeguarding and mandated reporting requirements.
Comfort facilitating groups, delivering orientations, and presenting to community audiences.

Nice To Haves

Multilingual skills, such as Arabic, Dari/Pashto, Swahili, Ukrainian, Spanish, French, or other languages common among clients.
Familiarity with ORR programs and reporting, PIRR requirements, and VOLAG standards.

Responsibilities

Coordinate completion of required resettlement core services with the Resettlement Program Manager, case managers, ESL and employment staff, and volunteers.
Ensure completion of PIRR requirements, including intake appointments, assessments, home visits, required documents, public benefits assistance, and other program mandates.
Provide comprehensive, trauma-informed, culturally responsive, client-centered case management, including assessment, counseling, and follow-up.
Develop, monitor, and update individualized service plans with goals, timelines, and action steps, adjusting plans as client needs and progress change.
Identify and address barriers such as transportation, health, language, childcare, and digital access; provide guidance and facilitate referrals.
Conduct holistic assessments and refer clients to appropriate healthcare, mental health, legal, housing, school, benefits, and other services.
Maintain timely, accurate, and complete case notes, forms, reports, and other records in the case management system, including required federal, state, and VOLAG reporting.
Coordinate transportation, including scheduling, bus training, and mileage support, for core services and essential appointments.
Obtain safe, affordable housing and provide orientation on housing safety, leases, tenant rights and responsibilities, utilities, payment systems, appliances, and community expectations.
Help clients complete forms and applications and educate them about resettlement processes, rights, responsibilities, and community resources.
Manage an active caseload of up to 40 cases, prioritizing according to acuity and program timelines.
Build partnerships with community providers and advocate for client needs to support coordinated care.
Respond to urgent client needs through de-escalation, safety assessment, and safety planning; elevate high-risk cases according to protocol.
Maintain data accuracy and timeliness; participate in audits, file reviews, corrective action plans, program reports, and grant compliance activities.
Protect confidentiality and data privacy in accordance with agency policy, HIPAA, and ORR safeguarding standards; complete mandated reports concerning abuse, neglect, or exploitation.
Complete required trainings, stay current on best practices, and apply learning to daily work.
Provide feedback on workflows, client education materials, and service coordination; participate in team meetings and special initiatives.