Case Manager

October 13, 2017

Position Title: Case Manager
Reports To: Office Director
Team: Immigration and Refugee Program
Location: Richmond, VA
Status: Non-Exempt, Non-Bargaining Unit

Church World Service (CWS) is a not-for-profit organization working to eradicate hunger and poverty and to promote peace and justice around the world. To help build and maintain a diverse team, CWS actively seeks candidates from a wide variety of backgrounds. We do not discriminate on the basis of race, color, creed, sex, sexual orientation, gender identity, religion, national origin, age, ancestry, disability, use of a guide or support animal, veteran status, or any other basis prohibited by applicable law.


Please visit the link below to apply directly online to this position.

Primary Purpose

The main responsibilities of the Case Manager will be to help refugees who are resettling in the Richmond are feel welcome, establish households, and become financially self-sufficient as soon as possible after arrival. The Case Manager will primarily work with refugees who are especially vulnerable including, but not limited to, the elderly, disabled, single mothers, LGBTQ, and those have experienced significant trauma. The Case Manager will also work with refugees who do not fall into these categories.

The Case Manager will work as a team with other CWS staff and volunteers to ensure that both the short- and long-term needs of newly arrived refugees are met. He/She will assist in developing new programs, preparing for site monitoring visits, joining in community events (e.g., World Refugee Day), participating in or sometimes leading presentations or workshops, and thinking creatively about how CWS can improve and grow.

The Case Manager will report to the Director for Church World Service, Virginia. This position will work collaboratively with refugee resettlement offices, communities of faith, volunteers, public sector agencies, and other partners in Virginia.

Essential Duties

  • Assists newly arrived refugees in all aspects of connecting to services, e.g., those offered by area schools, health departments, or agencies on aging.
  • Coordinates application for entitlements as needed, e.g., SNAP, Supplemental Security Income (SSI).
  • Identifies and establishes partnerships with other area resettlement agencies, departments of social services, agencies on aging, ELT providers, health departments, and CWS (or other) immigration and legal services programs.
  • Develops individual service plan, and works with clients to ensure progress toward established goals, such as participation in citizenship/civics classes, ELT, and preparing citizenship applications. Works with clients to remove barriers to community integration and civic engagement.
  • Provides or arranges for translation and interpretation for clients with limited English proficiency.
  • Updates client case files and case notes for all service activities.
  • Ensures that clients have complete and accurate information about community services that might help in their resettlement, and makes referrals to those services as appropriate.
  • Assists in providing defined core services (e.g., health department visits, apartment set-up) for newly arriving refugees.
  • Completes required data entry, client assessments (e.g., for cultural orientation), and reporting.
  • Advocates for client, and is a supportive and welcoming presence.


Experience: A minimum of three years experience in case management, or (if in a refugee resettlement settlement) related work. Familiarity with immigration and refugee issues. Experience working with immigrants or refugees on community projects. Must have experience in providing direct service to clients in a social services setting; maintaining complete and accurate case files and case notes; working with partners from diverse faith traditions and cultures; writing reports, plans, and program descriptions. Well organized, with excellent communication, writing and speaking skills. Ability to travel domestically. Ability and willingness to work flexible hours, as some evening, weekend, and off-site work may be required.

Other Skills: Computer literacy in word processing, spreadsheet and database applications, webinar technology, and Microsoft Office applications preferred. Fluency in languages spoken by refugees in the United States (ex: Arabic, Dari, Nepali, French) preferred.


Communication: Ensure effective exchanges of information with others.  Examples of skills and behaviors include speaking to others respectfully; expressing ideas in a logical, organized way; sharing information appropriately; and clarity and conciseness in written communication.

Relationships: Ensure constructive and supportive interactions with others. Examples of skills and behaviors include being positive and supportive when working with others; sharing information and resources freely; resolving conflict constructively; and proactively working to remove obstacles to success for others.

Job Knowledge: Utilize and apply job related knowledge to complete job tasks at a level that meets or exceeds expectations.  Examples of skills and behaviors include utilizing job knowledge to solve problems or develop new approaches; maintaining or enhancing skills through continuing education; and taking on projects that will develop or enhance skills.

Teamwork: Work effectively and contribute as a member of a team.  Examples of skills and behaviors include supporting other team members by sharing information; covering the work of others during absences, vacations etc.; and actively participating in developing ideas for ways to increase team effectiveness.

Problem Solving: Analyze information and develop solutions to challenges that arise during the course of performing a job.  Examples of skills and behaviors include researching and collecting facts; defining the issues and the parties affected; formulating options/solutions for addressing the problem; and engendering support for and implementing the solution.

Operational Leadership: Successfully lead a group (e.g., volunteers) to achieve operational goals.  Examples of skills and behaviors include priority setting; timely decision making; planning and organizing; delegation; and managing and measuring work.