NVPPA Supervisor (Service Staff Supervisor) at Theirc in New York, NY

NVPPA Supervisor (Service Staff Supervisor)

Location: New York, NY HQ USA · Fully Remote

The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

Job overview

“This position has an end date of Month, Day, Year”.

The National Virtual Program for Professional Advancement (NVPPA) is a nationwide, fully virtual program through which IRC will serve newly arrived refugees under a cooperative agreement with the Office of Refugee Resettlement (ORR). Participants receive career navigation, training, job placement support, and direct financial assistance to advance an individualized career goal.

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 consistent quality across Professional Advancement Plans (PAPs) and uses of direct financial assistance.

Major responsibilities

Supervision and caseload management

• 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.

Program quality and compliance

• 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.

Coordination

• 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.

Job 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.

Working environment

• Fully remote, U.S.-based position requiring reliable high-speed internet and a private work space suitable for confidential client conversations.

• Scheduling flexibility is required to serve participants across U.S. time zones; occasional travel may be required.

Compensation: ($58,000 - $70,000 / Annually). Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements.

Professional Standards: All International Rescue Committee workers must adhere to the core values and principles outlined in IRC Way - Standards for Professional Conduct. Our Standards are Integrity, Service, Equality and Accountability. In accordance with these values, the IRC operates and enforces policies on Safeguarding, Conflicts of Interest, Fiscal Integrity, and Reporting Wrongdoing and Protection from Retaliation. IRC is committed to take all necessary preventive measures and create an environment where people feel safe, and to take all necessary actions and corrective measures when harm occurs. IRC builds teams of professionals who promote critical reflection, power sharing, debate, and objectivity to deliver the best possible services to our clients.

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Benefits: IRC offers a comprehensive and competitive benefits package. Highlights include 10 paid sick leave, 10 U.S. holidays, 20-25 generous paid time off based on role and tenure, medical insurance starting at $163/month, dental starting at $6.50/month, and vision starting at $5/month, flexible spending accounts (healthcare, dependent care, and commuter), a 403(b) retirement savings plan with employer match (immediate vesting) along with a non-elective employer contribution based on age and years of service (3-year vesting), disability and life insurance, and an Employee Assistance Program (EAP) offering confidential counseling and support services for employees and their families.

Equal Opportunity Employer: IRC is an Equal Opportunity Employer. IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status, disability or any other characteristic protected by applicable law.