Senior Program Officer for Quality Assurance

Global Refuge • Baltimore, MD

19d

About The Position

The Senior Program Officer for Quality Assurance supports Global Refuge’s Resettlement and Integration Services (RIS) division in delivering high-quality programs and services for refugees and immigrants. Reporting to the Director for Resettlement, this role coordinates and streamlines safeguarding activities, including client grievances and feedback, monitoring schedules, and performance improvement plans (PIPs). The position supervises the Program Specialist for RIS and other assigned staff, and requires strong organization, problem-solving, communication, and interpersonal skills.

The role works collaboratively across RIS units, Global Refuge departments, and affiliate partners. It oversees monitoring visits, technical assistance, desk audits, affiliate PIPs, and the annual client feedback survey, while maintaining knowledge of relevant resettlement and ORR program requirements. The position also represents Global Refuge in meetings and liaises with external stakeholders. Travel is required for approximately 15% of the time.

Requirements

• Undergraduate degree in social work, social sciences, non-profit management, or a related field, in combination with 3–5 years of relevant experience and supervisory experience.
• Experience conducting site monitoring and developing monitoring tools and protocols.
• Experience developing and providing support, technical assistance, and quality assurance and compliance training to partner agencies, service providers, and/or internal staff.
• Ability to evaluate data to identify trends and issues and foresee programmatic implications.
• Ability to be flexible in a fast-paced working environment.
• Excellent oral and written communication skills and ability to interact effectively with stakeholders and staff at all levels.
• Strong proficiency in Microsoft Office applications and knowledge of database management, web-based platforms, and other computer applications.
• Strong organizational skills and ability to manage multiple projects simultaneously with attention to detail.
• Experience with and commitment to working in a diverse workforce.
• Commitment to Global Refuge’s core values and ability to model those values in relationships with colleagues and partners.
• Ability and willingness to travel 15% of the time.

Nice To Haves

• Experience working in a local resettlement office or the national office of a resettlement agency.
• Prior experience with initial resettlement, Preferred Communities (PC), and/or Matching Grant programs.

Responsibilities

• Coordinate client grievances with RIS units, Global Refuge departments, and affiliate partners; review grievances and ensure appropriate follow-up and submission to funders.
• Supervise direct reports and provide programmatic guidance.
• Create and oversee the schedule for Global Refuge site monitoring visits, technical assistance visits, and desk audits.
• Prepare and present monthly summaries of site monitoring visits, technical assistance visits, and desk audits.
• Organize and track new and existing affiliate performance improvement plans (PIPs), coordinating with Resettlement Integration units and affiliate staff to ensure grant compliance.
• Manage the annual client feedback survey and present a detailed summary of results with recommendations for improvement.
• Conduct remote and in-person technical assistance visits.
• Maintain current, detailed knowledge of Program of Initial Resettlement (PIR), Preferred Communities (PC), and other ORR program requirements.
• Represent Global Refuge during meetings and convenings and liaise with external stakeholders.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision coverage effective on the first day of employment.
• 20 days of vacation per year.
• 12 days of sick leave.
• 12 paid holidays.
• 12 weeks of fully paid parental leave.
• Up to 12 weeks of fully paid FMLA leave.
• Company 403(b) contribution of 3% and an additional 7% match that vests immediately.
• Tuition reimbursement.
• Professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior