Imagine waking up every morning with the chance to change someone’s life. Imagine knowing your efforts will benefit both your career and our neighbors around the world. At CWS, our team knows they are making a difference every day. Whether you’re in our U.S.-based offices supporting refugees, asylees or unaccompanied children … implementing hygiene initiatives in Cambodia or rebuilding projects in Central America … or even connecting remotely from your home on fundraising campaigns, grant reports, or critical communications – you have the opportunity to work towards a world where everyone has food, a voice and a safe place to call home.

The Virtual Case Management Supervisor will be responsible for ensuring newcomers from Latin America and the Caribbean are provided with virtual Reception and Placement (R&P) services, directly supervising a team of three Virtual Case Managers as well as managing a small caseload of clients.

This position requires strong coordination and program management skills. An important prerequisite for this position is the ability to work collaboratively as part of a team in a collegial manner and to work independently to carry assignments through to completion.

Supervises a team of three virtual caseworkers providing case management to refugees throughout the region.

• Ensures caseworkers have been appropriately onboarded and oriented to their position and provides regular professional development in casework.
• Monitors case management service provision, including assignment of cases, reviewing needs assessment, service plans, referrals provided, observing delivery of information to clients, and monitoring case closeout procedures.
• Ensures virtual caseworkers maintain accurate records in electronic case files and required databases in accordance with data protection policies and the program’s data collection requirements.
• Ensures adherence to standard operating procedures (SOPs) in line with virtual casework best practices and CWS policies and procedures to ensure successful program delivery and a safe, supportive environment for clients and staff.
• Acts as a point of escalation for team of virtual caseworkers, providing case consultation as needed.
• Provides client-centered crisis intervention support, working with appropriate stakeholders.
• Submits required reports and documentation in a timely manner.
• Builds and manages relationships with community service providers in relevant areas in collaboration with Deputy Regional Directors.
• Ensures staff maintain ethical practices, including maintaining the confidentiality of cases.
• Maintains a strong understanding of trauma-informed principles and approaches, immigration system policies and trends, protection and safeguarding, and mandatory reporting.
• Cultivates a respectful, encouraging, and inclusive environment for team members and clients.
• Provides services to a smaller caseload while maintaining supervisory capacity.
• Other related duties as assigned.

Bachelor’s degree, and at least 1 year experience in refugee services or related field required.

• Experience in a local resettlement affiliate or a national office of a resettlement agency necessary; local resettlement affiliate experience strongly preferred;
• Experience supervising staff, preferred;
• Excellent organizational and time management skills and ability to manage a large and diverse workload under pressure and with competing priorities;
• Ability to maintain a high performance standard with attention to detail;
• Experience in general office work, processing information and materials and maintaining records and files;
• Strong interpersonal and diplomacy skills; ability to work effectively with partners and teams;
• Ability to conduct oneself in a professional and courteous manner at all times to represent the professional and institutional interests of CWS;
• Knowledge and experience in working with Microsoft Word, Excel, Power Point and database software is essential;
• Strong writing skills required.
• Fluency in Spanish required.
• Strong interpersonal and diplomacy skills; ability to work collaboratively and effectively with partners and teams;
• Excellent oral and written communication skills.
• Ability to work in a multicultural environment required.
• Commitment to diversity, equity, and inclusion and willingness to support CWS’ Platform on Racial Justice as a CWS employee required.
• Strong organizational skills with the ability to manage multiple projects at once.

This is a hybrid position, with two to three days working in the Dallas office.