Information and Referral (I&R) Services Manager

Job Posting Organization:
The International Rescue Committee (IRC) opened its office in Seattle in 197

• The organization is dedicated to providing a continuum of services that include intensive case management, employment and economic empowerment services, immigration assistance, health and wellness programming, and educational support to refugee and immigrant families in Washington State. The IRC Seattle office is committed to delivering trauma-informed, equitable, and accessible services while fostering a diverse, inclusive, and supportive workplace environment.

Job Overview:
The Information and Referral (I&R) Services Manager is responsible for leading the setup, launch, and management of a new trust-centered helpline and digital platform aimed at assisting immigrants and refugees who are concerned about data sharing. This position requires a combination of project management, team leadership, and systems coordination to ensure the platform operates efficiently, securely, and equitably. The Manager will act as the primary liaison between IRC Washington, the Signpost Technical Team, the Technical Assistance Unit, and various state and community stakeholders, including the Department of Social and Health Services (DSHS), local community-based organizations (CBOs), and service coalitions. The role necessitates a mix of operational discipline, systems thinking, and relationship management to create a reliable, low-barrier, multilingual information and referral system. As this is a pilot project, the responsibilities may evolve as needed to meet the demands of the community.

Duties and Responsibilities:

• Project Design & Implementation (Setup Phase): Lead the planning, setup, and launch of the I&R platform, ensuring timely delivery of project milestones. Develop and maintain the project plan, including timelines, dependencies, and risk mitigation strategies. Lead the communication strategy in collaboration with the Editorial Officer and state agency partners. Coordinate with the Signpost Team on platform configuration, data security" style="border-bottom: 1px dotted #007bff !important;">security, and system testing. Oversee the development of standard operating procedures (SOPs) for call handling, privacy, data protection, and escalation protocols. Prepare staff onboarding, scripts, and training materials.
• Team Leadership & Supervision: Supervise and coach a team consisting of an Editorial Officer and four Information & Referral Specialists. Establish performance metrics, call quality standards, and feedback systems. Foster a culture of trust, empathy, and data privacy within the team. Conduct ongoing coaching and professional development for staff.
• Operations & Quality Assurance: Manage daily operations of the platform, including scheduling, coverage, and workflow adjustments. Monitor call volumes, client experience, and service quality; implement continuous improvements. Coordinate closely with technical partners to resolve system issues or user feedback. Maintain documentation and ensure compliance with data protection standards.
• Stakeholder Coordination & Reporting: Serve as the primary liaison between IRC WA and state agency partners (e.g., DSHS, state refugee office, and related departments). Represent the helpline in interagency coordination meetings and working groups. Collaborate with CBOs, advocacy networks, and referral agencies to align messaging, data protection principles, and escalation pathways. Ensure integration and interoperability between the helpline and other statewide navigation or support systems. Identify opportunities to improve system-level coordination for immigrant data privacy and service access.

Required Qualifications:
Demonstrated skills and competencies include strong project management skills, particularly in launching new initiatives or digital platforms. The candidate should have a proven ability to lead and mentor diverse, multilingual frontline teams. A deep understanding of data privacy, informed consent, and trauma-informed communication is essential. Comfort in working within cross-functional teams that include technology, data, and program operations is required. Strong organizational, communication, and documentation skills are necessary, along with the ability to balance strategic thinking with hands-on problem-solving.

Educational Background:
A Bachelor’s degree in social services, project management, public administration, or a related field is required, or an equivalent combination of education and relevant professional experience. Candidates should possess a minimum of 3–5 years of experience in project management, human services coordination, or call center operations. Experience working with immigrant and refugee communities is strongly preferred, and previous familiarity with CRM or client management systems such as Zendesk or Salesforce is a plus.

Experience:
The position requires a minimum of 3–5 years of relevant experience, particularly in project management, human services coordination, or call center operations. Candidates with experience working directly with immigrant and refugee communities will be given preference, as this role involves significant interaction with these populations.

Languages:
Fluency in English is required, and proficiency in one or more refugee or immigrant languages, particularly Spanish, is strongly preferred. The ability to work cross-culturally with empathy, humility, and confidentiality is essential for this role.

Additional Notes:
The working environment is a standard professional office setting with fieldwork components. The compensation for this position ranges from $77,968 to $88,914, based on various factors including the labor market, job type, internal equity, and budget considerations. The exact offer will be calibrated according to the work location and the individual candidate's experience and skills relative to the defined job requirements. 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. In terms of benefits, the IRC offers a comprehensive and competitive package, including 10 sick days, 10 US holidays, 20-25 paid time off days depending on role and tenure, medical insurance starting at $143 per month, dental starting at $6.50 per month, and vision starting at $5 per month. Additional benefits include a flexible spending account (FSA) for healthcare and commuter costs, a 403b retirement savings plan with immediately vested matching, disability and life insurance, and an Employee Assistance Program available to staff and their families to support counseling and care during times of crisis and mental health struggles.