Program Manager, Community Integration Services

Reporting to the Director of Community Integration Services, this position manages programs and staff that provide case management services supporting refugees and immigrants in navigating healthcare, social supports, and fostering essential community connections for thriving and belonging. This includes: supervising integration case management, overseeing the Preferred Communities (PC) Program, which serves high-need, vulnerable refugee clients, and implementing and managing both the Services for Older Refugees Program (SORP)which provides culturally and linguistically responsive support to older refugee populations, and a nutritional navigation program that helps refugees and other vulnerable community members access healthy food resources, nutrition education, and addressing barriers to food security. The Program Manager is expected to model positive professional and solutions-focused leadership, fostering a supportive team environment and collaborative relationships across departments. The manager sets the tone for their team through effective communication, professionalism, adaptability, and a constructive approach to challenges.

Primary Responsibilities:

Program Management (60%)

• In collaboration with Director of Community Integration Services, ensure that a person-centered case management intake process is utilized throughout the agency

• Implement the new SORP program

• Utilize ClientTrack and align related intake and reporting processes

• Mentor, empower and supervise staff to ensure effective support, guidance, and coordination in delivering tailored services to help clients navigate systems, achieve goals, and build community connections

• Understand funding requirements and expectations for each program, ensure program compliance, reports are submitted in a timely fashion, and maintain effective lines of communication

Outreach (10%)

• Ensure staff participation in external coalitions and internal committees

• Work closely with both internal and external partners to ensure clients are being connected with all services they need to be independent and self-sufficient

• Maintain close working relationship with other department managers and front desk team to address ongoing and emergent client needs

Staff Supervision (15%)

• Ensure staff attend all required trainings and meetings for their respective programs

• Approve timecards and PTO for staff

• Ensure staff coverage for open office hours/walk ins

• Develop and implement staff training plans in collaboration with the Director of Community Integration Services

• Meet with program staff on a regular basis and hold weekly case conferences

Financial (15%)

• Under the direction of the Director of Community Integration Services, work with finance and operations team to ensure expenditures are accounted for and in line with grant guidelines

• Understand funding and compliance requirements and provide budget recommendations to support director’s decision-making

• Oversee and vet requests for direct client financial assistance for director’s approval

Leadership

• Demonstrates appropriate leadership presence, including maintaining professionalism and composure during periods of high workload, competing priorities or organizational change.

• Communicates concerns, workload challenges, and frustrations through appropriate supervisory and organizational channels and works collaboratively toward solutions

• In conjunction with leadership team, identify staff training and professional development needs to improve case management services.

• Fosters respectful and collaborative relationships across departments and avoids communication or behavior that may undermine colleagues, departmental relationships or staff morale

• Create training schedule for new case managers and directly supervise onboarding through regular check-ins, demonstrating use of tools, databases, and core job responsibilities, and other supports as needed.

• Supports organizational decisions and departmental priorities professionally while appropriately raising questions, concerns or differing viewpoints through established channels

• Through staff guidance, ensure Interns are properly trained and supervised

• Bachelor’s degree in human services or related field and at least five years of related work experience.

• MSW preferred, not required

• Minimum of 5 years of diverse case management experience and a minimum of 3 years supervisory experience

• Experience managing state and/or federal grants, including reporting and budgeting

• Strong verbal and written communication skills in English

• Experience with Microsoft Word and Excel, experience working with case management software systems, such as Client Track, a plus

• Valid driver’s license and access to a reliable vehicle

• Experience with direct client services

• Maintain professionalism and ability to adapt to diverse and challenging scenarios involving clients, partners, staff, and services providers.

• Compassionate personality and general interest in human services.

• Ability to appropriately manage stress and respond professionally to partners and respectfully to clients.

• Availability to work occasional evenings as needed

Journey’s End Refugee Services, Inc. is a refugee resettlement and immigration services provider for the Western New York Region.