NVPPA Supervisor (Service Staff Supervisor)

The NVPPA Supervisor manages the day-to-day work of the program's direct service team across a fully virtual, national caseload. This role is responsible for caseload management, case file review, escalation and resolution of participant issues, and ensuring consistent quality across Professional Advancement Plans (PAPs) and uses of direct financial assistance.

Responsibilities

• Manage day-to-day caseloads for direct service staff, including assigning and balancing participants across Career Navigators and routing participants on credentialing and recertification pathways to specialized navigators.
• Conduct regular case file review to confirm that participant records, including eligibility documentation, PAPs, and case notes, are complete, accurate, and timely.
• Resolve escalated participant issues in partnership with the Customer Service Representative, and determine when an issue requires the Deputy Director's involvement.
• Support onboarding and ongoing training of direct service staff.
• Translate program requirements into standard operating procedures and desk guides for the direct service team.
• Review PAPs for soundness and confirm that career goals and proposed uses of funds meet ORR eligibility requirements before assistance is requested.
• Ensure required safeguards are applied to higher-risk uses of financial assistance, such as vehicle purchases.
• Work with the data team to ensure required data is recorded in Efforts to Outcomes (ETO) and electronic case files are complete for ORR reporting.
• Monitor progress against program targets, identify barriers in the service model such as digital access, language access, or credential evaluation delays, and work with the Deputy Director on practical adjustments.
• Coordinate handoffs among navigation, training, financial assistance, and job placement so that participants move smoothly through the program.
• Work with administrative and finance staff to ensure financial assistance requests are complete, documented, and aligned with each participant's PAP.
• Coordinate with other resettlement and employment programs, IRC offices, sister agencies, and local partners serving the same participants to support appropriate co-enrollment and avoid duplication of services.

Requirements

• Undergraduate degree required, ideally in Social Work, Human Services, or a related field; comparable work and/or lived experience may be substituted.
• Minimum of 2 years of management or supervision experience required, including onboarding, coaching, and managing staff performance; experience with remote or distributed teams strongly preferred.
• Minimum of 2 years of relevant experience in human services, preferably in resettlement, workforce development, or employment services.
• Demonstrated experience overseeing high-volume caseloads in a compliance-heavy environment, including case file review and quality assurance.
• Demonstrated skills tracking and reporting information in a database; experience with ETO preferred.
• Familiarity with federally funded program compliance and eligibility documentation; experience with ORR-funded programming preferred.
• Experience developing standard operating procedures or workflow documentation, and familiarity with credential evaluation, professional licensing, or recertification pathways, preferred.
• Demonstrated commitment to client confidentiality and data protection, including oversight of how a remote team handles sensitive personal and immigration documents, required.
• Strong problem-solving, prioritization, and time management skills, and demonstrated success working in a multicultural environment.
• Commitment to anti-racism, ongoing learning, and equitable service to all eligible clients regardless of national origin, language, location, or resettlement agency, required.
• Lived experience as a refugee or immigrant preferred.
• Proficiency in Microsoft Office and remote collaboration tools required.
• Fluency in spoken and written English required; fluency in an additional language relevant to current refugee populations desired.

Skills

• Staff Supervision
• Virtual Team Management
• Onboarding Process
• Coaching
• Performance Management
• Human Services
• Resettlement Support
• Workforce Development
• Public Employment Services
• Caseload Management
• Compliance Monitoring
• Case Review
• Quality Assurance
• Database reporting
• ETO Software
• Federal Program Compliance
• Eligibility Documentation
• Standard Operating Procedures Implementation
• Workflow Documentation
• Credential Evaluation
• Professional Licensing
• Data Protection
• Patient Confidentiality
• Microsoft Office Suite
• Remote Collaboration

Languages

English