Resettlement Case Manager – Swahili

June 14, 2018

Position Title: Resettlement Case Manager – Swahili
Reports To: Resettlement Program Coordinator
Team: Immigration and Refugee Program
Location: Lancaster, PA
Grade: 3
Starting Salary: $30,000
StatusNon-Exempt, Non-Bargaining

Church World Service does not discriminate on the basis of race, color, national origin, sex, sexual orientation, religion, age, disability or veteran status in employment or in the provision of services.

To Apply:

Click here to apply for this position.

Primary Purpose:

The Resettlement Case Manager will provide resettlement case management services for newly arriving refugees and Match Grant clients within CWS/Lancaster.  This position assists clients in accessing services and navigating local systems during the initial resettlement period.  The position offers support and services to clients to help them reach self-sufficiency and successfully make a new home in the United States.

Essential Duties as Refugee Resettlement Case Manager

  • Manages the resettlement of clients by ensuring timely delivery of services and fulfillment of requirements outlined in the Cooperative Agreements and Guidelines with Department of State (USRP), Department of Homeland Security (C/H), and the guidelines within the Office of Refugee Resettlement (MG).
  • Assists in locating and setting up housing for newly arriving clients, including purchasing household supplies, scheduling bed delivery, gathering donated furniture from CWS-Lancaster warehouse, scheduling professional movers, and coordinating with volunteers to assist in the housing set-up.
  • Develops and implements Resettlement and Employment Plans in consultation with clients, based on individual challenges and needs.
  • Performs periodic home visits and provides in-home orientation to clients, including in-home cultural orientation in cases when clients cannot attend class, due to distance or medical conditions.
  • Connects clients to in-house support and makes referrals to external service providers as necessary to assist clients in achieving self-sufficiency. Schedules appointments, including medical and clothing bank, among others.
  • Provides interpretation and translation services to refugee clients, as well as transportation to appointments as necessary.
  • Documents all contacts and services in client case files and maintains case note logs.
  • Tracks client progress and provides follow-up assistance throughout the resettlement period.
  • Prepares and documents monthly maintenance assistance requests and distributes disbursements.
  • Ensures accuracy and compliance within case files of the Cooperative Agreements and Guidelines with the US Department of State and the US Department of Homeland Security and the guidelines within the Office of Refugee Resettlement.
  • Assists the Resettlement Coordinator in any duties he/she deems necessary.

Common Duties:

  • Advocate on behalf of refugees and immigrants and voluntary agencies serving those clients.
  • Keep informed about refugee and immigrant issues, and available services to clients, using current information to better identify and serve refugee clients.
  • Represent the program at meetings and speaking engagements relevant to the responsibilities of the position.
  • Undertake other duties as assigned.
  • Work varied hours, including one or two evenings per week and some weekend work.


Education: Bachelor’s degree or 2 years experience in refugee resettlement. 

Experience:  Work experience and interest in refugee resettlement or other direct social services.  Ability to provide culturally-sensitive counseling and case management is required.

Other Skills:  Fluency in Swahili is required along with superior written and verbal communication skills. The successful candidate must be computer literate, with proficiency in MS Office (Excel, Word and Access) and internet applications. Strong organizational and time management skills are required.  Must have a car and a valid driver’s license.

Communications:  Able to communicate thoroughly and with self-confidence a broad range of information relating to program or department. Communicate detailed and/or technical information clearly, in writing and orally. Speak publicly with defined constituencies regarding specific assigned topics. Anticipate constituent needs and interests and take proactive steps to respond to them. Promote “transparency of information” by sharing relevant information with staff and other stakeholders.

Constituent Relationships:  Understand the history of relationships with stakeholders and their structures to support effective relationships in ongoing work activities.  Coordinate specific program activities with counterparts and include them in planning.  Find ways to work around issues of concern to stakeholders.

Job Knowledge:  Know the history of CWS and its place among non-governmental organizations (faith-based, ecumenical, secular, relief and development).  Communicate an understanding of the faith-based nature of CWSW’s work to stakeholders.  Knows a broad range of information regarding specific program or department and use that knowledge to perform effectively and independently.  Apply a depth of knowledge within area of responsibility to implement assigned activities.  Use technology in varied, creative ways to support individual and program performance.  Identify learning opportunities for self and others and take/ recommend action.  Interpret CWS’s policies and procedures for staff and stakeholders, keeping the “human” side in sight. Understand general business practices that support individual and program performance.

Leadership:  Accept accountability for assigned activities and adapt work style to perform independently or within a team.  Recognize strengths and weaknesses in others and share knowledge to develop their abilities.  Facilitate the use of skills and resources within CWS.  Contribute to defining CWS’s vision and strategic planning.

Problem Solving:  Identify problems in procedures that affect program work and recommend changes in systems or procedures to address them, then implement approved changes.  Understand and apply knowledge of the context in which CWS works, including global trends, issues, and the ecumenical movement.  Provide guidance and direction to others in resolving problems, as well as independently solving problems.  Determine the scope of problems, gather all necessary information, analyze impact on other areas and implement or recommend solutions.

Enable others to learn from the problem-solving experience by involving them in examining and resolving problems, ensuring solutions are appropriate to the scope of the problem.

Program Planning and Management:  Contribute ideas to the development and implementation of program plans and budget.  Gather, analyze and make use of information and resources necessary to complete work.  Set and communicate deadlines and priorities.  Successfully balance multiple activities, in support of program or departmental goals.  Manage contacts with internal and external stakeholders to ensure flow of information and coordination of efforts. Verify the accuracy and quality of own work and the work of others.

Resource Building and Stewardship:  Manage and perform activities to bring in revenues and/or other support for CWS programs and services.  Promote CWS’s mission, programs and services with donors and stakeholders to assure continued support.  Recommend activities to support or advance fund raising strategies.  Understand stewardship role in working within budget and monitoring finances.  Prepare reports on program status relative to budget and finances.

Teamwork:  Contribute program expertise to the work performed by the team.  Promote effective interactions among team members and facilitate group discussion.  Participate in identifying and establishing work needs and time lines for completion.  Network with other teams to discuss activities.  Identify opportunities for skill development among team members and share knowledge and experience with them.  Negotiate issues that cause conflict within the team to support effective team functioning.  Prepare reports about team activities and progress in achieving results.