Resettlement Navigator- Bilingual

Language Bank•West Springfield, MA

About The Position

The Resettlement Navigator is part of the Services for New Americans Team, which helps resettled refugees become self-sufficient by connecting them with community services and facilitating community integration. The Navigator provides intensive support during each refugee’s initial resettlement period and continues to support their success for up to five years or longer as needed. They manage assigned cases as the central coordinator and point of contact for resettlement services, coordinating timelines and referrals to human service agencies, community partners, and internal colleagues. Each Navigator also has an assigned specialized scope of service, such as Housing, Mental Health, Elder Care, School Liaison, State Benefits, Early Childhood Development, Physical Health, Intensive Case Management, or Employment Counseling. The role combines partner coordination, client support and advocacy, resettlement navigation, and documentation and reporting. It requires collaboration with clients and service providers, sensitive work in a multicultural and multilingual environment, and the ability to respond to changing needs and priorities.

Requirements

High school diploma or equivalent required.
At least two years of related experience required.
Valid driver's license, positive driving record, and proof of automobile insurance required to transport clients.
Computer skills, including Word, Excel, and databases.
Ability to work sensitively and effectively in a multicultural and multilingual environment.
Ability to work both as a team member and independently.
Ability to work in a fast-paced environment and respond to rapidly changing priorities.
Ability to recommend and make process improvements.
Flexibility and adaptability, including contributing to ongoing organizational transformation.
Excellent oral and written communication skills and ability to handle situations with diplomacy and tact.
Strong organization, multitasking, prioritization, and attention to detail.
Ability to speak with groups, collaborate on teams, and advocate for systems change as needed.
Ability to work within the organization’s mission.

Nice To Haves

Associate’s or bachelor’s degree.
Ability to speak a language spoken by clients, such as Dari, Pashto, Nepali, Hindi, Rohingya, Swahili, Kinyarwanda, or Arabic.
Lived experience akin to that of the population served.
Creativity and innovation in delivering services amid restricted funding and changing political and regulatory requirements.
Positive outlook and enthusiasm for a dynamic work environment.

Responsibilities

Develop and maintain community relationships related to the assigned scope of service.
Coordinate mutual client referrals and care between Ascentria and community partners.
Provide colleagues and volunteers with knowledge, guidance, and networking resources for the assigned scope of service.
Serve, with supervisor support, as the point of contact for relevant funding partners.
Identify and secure services, benefits, and resources within the assigned scope of service, and help clients connect with and engage in them.
Provide ongoing support to reinforce successful client outcomes and support other service scopes as needed.
Ensure assigned cases meet resettlement service timeline benchmarks within and outside Ascentria.
Make referrals and support warm hand-offs to internal service scopes and external providers.
Coordinate pre-arrival and arrival preparations, which may include preparing a household and arranging airport pickup.
Help refugees develop resettlement plans and adjust to the culture.
Coach and empower refugees toward self-sufficiency and community integration while adhering to refugee program contract timeframes.
Provide exceptional verbal and face-to-face customer service and treat refugee clients with dignity and respect.
Report individual client progress and overall program outcomes to funders.
Maintain quality case files and complete ongoing and monthly case-file reviews.
Complete, submit, and maintain documentation in a timely manner and in accordance with contractual standards.
Maintain client databases, financial records, case files, case notes, data points, and documents.
Complete and file progress and administrative reports according to procedures and deadlines.
Represent the team during funding monitoring activities.
Perform other duties as assigned to support program or agency goals.