Information & Referral Specialist

Job Posting Organization:
The International Rescue Committee (IRC) is a prominent international humanitarian non-governmental organization (INGO) that was founded in 1933 at the behest of Albert Einstein. The organization is dedicated to responding to the world's most severe humanitarian crises, providing assistance to restore health, safety, education, economic wellbeing, and empowerment to individuals affected by conflict and disaster. With operations in over 40 countries and 29 cities across the United States, the IRC employs a workforce that is committed to delivering impactful solutions that help millions regain control over their lives and strengthen their communities. The IRC's mission is to be a force for humanity, and it actively seeks passionate change-makers to join its efforts in making a positive difference in the lives of people worldwide.

Job Overview:
The Information & Referral Specialist plays a crucial role as the frontline point of contact for community members accessing the trust-centered helpline. This position is designed for individuals who are solutions-driven and possess a passion for helping others. Specialists are responsible for responding to calls in multiple languages, providing accurate and empathetic information, and connecting clients with verified resources when available. The role emphasizes the importance of building trust with immigrant and refugee communities, ensuring data privacy, maintaining low-barrier access, and accurately documenting all necessary interactions. The specialist must be adept at navigating complex inquiries and providing culturally responsive support to clients, thereby contributing to the overall mission of the IRC to assist those in need.

Duties and Responsibilities:
The duties and responsibilities of the Information & Referral Specialist include: answering inbound calls and responding to inquiries using approved scripts and FAQs; delivering accurate, culturally and linguistically responsive information to clients; ensuring strict compliance with data protection policies; documenting service interactions in the system for quality assurance and reporting purposes; escalating complex cases or unclear questions to the Program Coordinator or technical advisors; providing feedback on recurring questions, gaps in resources, or needed updates to scripts/FAQs; participating in initial and ongoing training, including mock calls and refresher sessions; contributing to team learning and continuous improvement of the helpline; and complying with all IRC policies, procedures, and protocols, including adherence to the IRC Way and Child and Adult Safeguarding. Other related duties may be assigned as necessary.

Required Qualifications:
Candidates for the Information & Referral Specialist position must possess a high school diploma or equivalent, with an associate or bachelor’s degree in social services, human services, communications, or a related field preferred. Equivalent lived or professional experience in immigrant/refugee community support, call center operations, or social services will be considered in lieu of formal education. Additionally, candidates should have two to three years of related professional experience, preferably within a non-profit or social service organization, and at least one year of experience supervising case management or social service teams that work with asylum seekers and humanitarian migrants or refugees. Strong interpersonal and communication skills, both written and verbal, are essential, along with the ability to build trust quickly and handle sensitive inquiries with good judgment.

Educational Background:
The educational background required for this position includes a high school diploma or equivalent as a minimum requirement. While an associate or bachelor’s degree in social services, human services, communications, or a related field is preferred, candidates with equivalent lived or professional experience in relevant areas such as immigrant/refugee community support or social services may also be considered. This flexibility in educational requirements allows for a diverse range of applicants who can bring valuable perspectives and experiences to the role.

Experience:
The position requires candidates to have two to three years of related professional experience, ideally within a non-profit or social service organization. Furthermore, candidates should have at least one year of experience supervising case management or social service teams that specifically work with asylum seekers and humanitarian migrants or refugees. This level of experience is crucial for ensuring that the specialist can effectively navigate the complexities of the role and provide the necessary support to clients.

Languages:
Proficiency in English is mandatory, and candidates should also be fluent in at least one additional language that is commonly spoken within Washington's immigrant communities. Preferred languages include Spanish, Portuguese, Arabic, Swahili, Dari, or other languages relevant to Washington State's refugee and immigrant populations. This linguistic capability is essential for effectively communicating with clients and providing the necessary support in a culturally sensitive manner.

Additional Notes:
The Information & Referral Specialist position is based in a standard professional office environment, with some fieldwork required. The compensation for this role ranges from $27.00 to $29.00 per hour, with the posted pay ranges applicable to US-based candidates. These ranges are determined by various factors, including the labor market, job type, internal equity, and budget considerations. The IRC offers a comprehensive benefits package that includes 10 sick days, 10 US holidays, and 20-25 paid time off days depending on the role and tenure. Medical insurance starts at $143 per month, dental at $6.50 per month, and vision at $5 per month. Additional benefits include a flexible spending account (FSA) for healthcare and commuter costs, a 403b retirement savings plan with immediate vesting and matching, disability and life insurance, and an Employee Assistance Program available to staff and their families. The IRC is an Equal Opportunity Employer, considering all applicants based on 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.