Program Officer for Quality Improvement

If you are passionate about transforming communities with a mission-driven organization, then we have the opportunity for you!

Reporting to the Associate Director for Continuous Quality Improvement (CQI), the Program Officer for Quality Improvement supports the work of the CQI team in delivering high-quality programs and services for refugees and immigrants. The Program Officer for Quality Improvement will streamline all safeguarding activities including coordination and facilitation of client grievances and feedback, the monitoring schedule, and performance improvement plans (PIPs) for the Resettlement and Integration (RIS) division. This position requires attention to detail, excellent organization and problem-solving skills, strong verbal and written communication, and strong interpersonal skills.

Global Refuge, formerly known as Lutheran Immigration and Refugee Service (LIRS), is a nonprofit serving newcomers seeking safety, support, and a share in the American dream. Since 1939, we have welcomed those seeking refuge, upholding a legacy of compassion and grace for people in crisis. We walk alongside individuals, families, and children as they begin their new lives in the United States through our work in refugee resettlement, welcome and respite services for asylum seekers, economic empowerment and employment, and family unification for unaccompanied children. To date, we have served over 750,000 people from around the globe. Our comprehensive services leverage our extensive organizational expertise as well as government, community, and faith partnerships.

Attracting and retaining the best talent is vital to our continued growth and we are proud to offer an excellent benefits package including:

• medical, dental, vision available the first day of employment,
• professional development, tuition reimbursement,
• generous paid time off including 20 days of vacation, 12 days of sick leave, 12 paid holidays,
• 12 weeks of fully paid parental leave and up to 12 weeks of fully paid FMLA leave,
• company 403(b) contribution of 3%, an additional 7% match which vests immediately,
• Family Building benefits for reproductive procedures, adoption/foster care assistance, and
• an annual wellness benefit that can be customized to support your personal needs including funding enrichment classes, gym memberships, and healthy eating plans (to name a few) all in an inclusive and progressive environment!

At Global Refuge, welcoming newcomers isn't just our duty-it's an inherent part of our identity, rooted in our Lutheran heritage and inspired values and serving as a testament to our unwavering commitment to those in search of refuge. Please join us as we make a difference in the lives of newcomers.

DUTIES

• Work collaboratively with RIS units, departments within Global Refuge and affiliate partners to manage the coordination of client grievances, reviewing and ensuring appropriate follow up and submission to funders.
• Create and oversee the monitoring schedule for Global Refuge site monitoring visits, technical assistance visits, and desk audits.
• Develop and present a monthly summary of site monitoring visits, technical assistance visits, and desk audits.
• Organize and track new and existing affiliate PIPs, including working across the Resettlement Integration units and affiliate staff to ensure compliance with grant requirements.
• Manage Global Refuge's annual client feedback survey, presenting a detailed summary of survey results with recommendations for improvement.
• Ability to conduct remote and in-person technical assistance visits.
• Maintain up to date and detailed knowledge of Reception and Placement (R&P), Matching Grant (MG), and Preferred Communities (PC) program requirements.
• Represent Global Refuge during meetings and convenings and liaise with external stakeholders.
• Other duties as assigned.

QUALIFICATIONS

• Undergraduate degree in social work, social sciences, non-profit management or related field preferred.
• A minimum of three (3) years of experience quality improvement activities or social services programs.
• Experience working with refugees, immigrants or limited English speakers strongly preferred.
• Experience in a local resettlement office or a national office of a resettlement agency, with prior experience with R&P and/or MG programs preferred.
• Experience in developing and providing support, technical assistance, and quality assurance and compliance training to partner agencies, service providers, and/or internal staff.
• Ability to evaluate data to identify trends, issues, and foresee programmatic implications.
• Proven ability to be flexible in a fast-paced working environment. Excellent oral and written communication skills and the ability to interact well with all levels of various systems, stakeholders, and staff.
• Strong proficiency in Microsoft Office applications, knowledge in database management, web-based platforms, and other computer applications.
• Outstanding organizational skills and ability to manage multiple projects simultaneously with attention to details.
• Experience with and commitment to working in a diverse workforce.
• Deep commitment to Global Refuge's core values and ability to model those values in relationships with colleagues and partners.
• Ability and willingness to travel 15% of time.

Global Refuge is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws. We participate in E-Verify.

We offer a competitive salary and comprehensive benefits package in an innovative and rewarding work environment. Salaries are based on the latest market data and reflect the education, skills and requirements for the role. Differentials may exist based on the region and language abilities. Global Refuge has been welcoming newcomers since 1939. Learn more at globalrefuge.org.