About this role
About the Organization
Nationalities Service Center (NSC) serves more than 5,000 immigrants and refugees each year from over 110 countries. We provide comprehensive services in immigration law matters, community transition and integration, access to health and wellness, language access and proficiency, and job readiness training for immigrants and refugees. NSC’s mission is to welcome and empower immigrants to thrive in our communities and pursue a just future. Our vision is that all immigrants achieve a life of safety and stability, sustainable opportunities, and meaningful community connections.
Position Summary
The Employment Case Manager provides case management and employment-related support services to Office of Refugee Resettlement ORR-eligible clients and their eligible family members enrolled in NSC’s employment programs. Responsibilities include assessing client needs, determining program eligibility, developing individualized service plans, coordinating referrals, monitoring client progress, and supporting clients in achieving employment and self-sufficiency goals.
The Employment Case Manager works collaboratively with internal staff, clients, community partners, service providers, and other relevant stakeholders to coordinate services and support program objectives. This position is responsible for maintaining accurate and timely client records, protecting confidential information, and complying with applicable agency policies, program requirements, and funder guidelines.
The Employment Case Manager reports to the Associate Director of Economic Self-Sufficiency & Education and participates in departmental and agency initiatives related to the position’s responsibilities.
Primary Responsibilities
1. Manage an assigned caseload in accordance with program requirements, established performance expectations, and service quality standards. 2. Provide support services to clients in assigned programs by conducting eligibility screenings, enrollments, needs assessments, individualized service plans, and referrals to address client needs and employment barriers. 3. Maintain regular communication with assigned clients to monitor progress, provide follow-up, address service needs, and support achievement of established goals. 4. Coordinate client services with family members, resettlement agencies, government agencies, educational institutions, utility providers, healthcare providers, and other community-based organizations, as appropriate. 5. Collaborate with the employment team to support clients’ job placement, employment retention, and progress toward self-sufficiency. 6. Maintain accurate, complete, and timely case files and service documentation in accordance with agency policies and applicable funder requirements. Ensure assigned case files are current and properly maintained. 7. Record and maintain client information in agency and funder databases, including Apricot, ClientTrack, and USCRI Data, as applicable, to support accurate reporting and compliance. 8. Complete required reports, documentation, and data submissions within established deadlines and in accordance with applicable program requirements. 9. Provide transportation assistance and accompany clients to appointments when necessary. 10. Provide day-to-day guidance to interns and coordinate assigned tasks and activities, as needed and consistent with program needs and agency procedures. 11. Participate in scheduled departmental meetings and other agency, community, and provider meetings relevant to assigned responsibilities. 12. Conduct outreach and client engagement activities to support program enrollment and service access. Activities may include participating in community events and developing relationships with ethnic community organizations, faith-based groups, and other immigrant- and refugee-serving organizations. 13. Participate in required trainings, workshops, webinars, and professional development activities related to program requirements, case management practices, client services, and regulatory compliance.
Non-Essential Functions
1. Follow NSC security protocols and procedures for the appropriate handling, storage, and protection of confidential and sensitive information. 2. Participate in relevant staff meetings and communication activities that support departmental coordination and program objectives. 3. Complete special projects related to the department’s functions and assigned responsibilities, as directed by the supervisor. 4. Perform other duties consistent with the position’s scope, qualifications, and applicable collective bargaining agreement.
Knowledge, Skills, and Abilities
* Demonstrates a basic understanding of NSC’s mission, vision, values, programs, services, and organizational objectives. * Follows applicable NSC and departmental policies, procedures, and program requirements. * Demonstrates knowledge of community resources, public benefits, and relevant social, legal, and policy issues affecting refugees, immigrants, and other eligible client populations. * Demonstrates proficiency in using computers and common software applications, including Microsoft Office, spreadsheets, and electronic databases. * Communicates clearly and professionally, both verbally and in writing, with clients, colleagues, community partners, and other stakeholders. * Demonstrates knowledge of case management practices, including eligibility determination, needs assessment, service planning, referrals, follow-up, and documentation. * Demonstrates the ability to engage clients, conduct interviews, identify service needs, and support clients in working toward established goals. * Demonstrates the ability to organize and prioritize assignments, manage competing responsibilities, and meet established deadlines. * Demonstrates the ability to work collaboratively with colleagues and external partners to support program objectives. * Demonstrates effective advocacy, client engagement, and educational presentation skills. * Demonstrates cultural responsiveness and the ability to work respectfully with individuals from diverse backgrounds. * Maintains appropriate professional boundaries and protects confidential client and agency information.
Experience, Education, and Licensure
Minimum Experience
At least two years of experience in case management, social work, or a related field. Experience working with refugee and immigrant communities is preferred. Experience serving underserved and diverse populations, particularly individuals and families with limited financial resources, is desirable. Familiarity with trauma-informed practices is preferred.
Minimum Education
A bachelor’s degree from an accredited college or university, or at least two years of relevant experience in a related field.
Language Skills
Bilingual or multilingual skills are preferred. Proficiency in Dari, Pashto, Swahili, Arabic, Ukrainian, Spanish, and/or French is particularly desirable.
WORK ENVIRONMENT
The work environment characteristics described below are representative of the conditions in which the position operates.
1. Local travel within NSC’s service area may be required to facilitate client access to services and fulfill program responsibilities.
2. Occasional appointments or activities outside standard business hours may be required based on program needs and client service requirements. Scheduling will be subject to applicable agency policies and the collective bargaining agreement.
3. Work Arrangement: The position is currently structured as a hybrid role, with two days per week in the office and three days per week working remotely.
Position Description Acknowledgment and Administration
This position description outlines the primary responsibilities and qualifications associated with the Employment Case Manager position. It is not intended to describe every task that may arise in the course of employment.
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