Family Support Network Director

Illinois Coalition for Immigrant and Refugee Rights; Chicago (IL); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Illinois Coalition for Immigrant and Refugee Rights is seeking a Family Support Network Director to oversee the FSN Hotline and lead community engagement in Illinois. The role reports to the Senior Director of Deportation Defense and focuses on strategy, operations, and program development for immigrant communities.

The incumbent will supervise operators, ensure training updates, and collaborate with multiple departments to advance funding, policy, and service improvements while maintaining KYR

Qualifications

• Bachelor’s degree or equivalent work experience.
• At least 3 years of supervisory experience with staff and volunteers.
• Ability to collaborate across departments and with community partners.
• Strong project management, organizational, and communication skills, including public speaking.
• Experience with reporting to program funders.
• Ability to manage confidential information with discretion and professionalism.
• Valid driver’s license and access to a car.

Responsibilities

• Oversee FSN Hotline operations and coordinate staff and volunteers.
• Develop and evaluate hotline services and respond to changing needs.
• Engage stakeholders and community partners to expand impact.
• Collaborate with Development and Programs to pursue funding opportunities.
• Represent ICIRR in meetings with member organizations and communities.
• Coordinate KYR trainings and update materials.

Skills

Supervisory experience

Project management

Communication skills

Public speaking

Collaboration across departments

Reporting to program funders

Confidential information handling

Driver's license and car access

Education

Bachelor’s degree or equivalent work experience

Job description

Position Summary

The Family Support Network Director reports to the Senior Director of Deportation Defense. They are responsible for developing and executing strategies to provide direct support to community members through the Family Support Network (FSN) Hotline. This position will oversee the operations and coordination of the FSN hotline, continually develop and improve the hotline to respond to the ever-changing situation on the ground, and engage stakeholders and the community to effectively serve the needs of immigrant communities.

Key Responsibilities

• Hotline Operations & Coordination
• Oversee and expand ICIRR’s FSN Hotline, including supervising live operators to provide caller support and expand its scope by incorporating additional legal, social, and service resources.
• Ensure all hotline operators are trained and provided with updates on any changes to the hotline's functions.
• Supervise the FSN Coordinator in managing FSN Hotline staff and volunteers.
• Ensures all Know Your Rights (KYR) presentations, manuals, curricula, and resources remain accurate and up to date and deliver KYR training and presentations as needed.
• Program Development & Evaluation
• Oversee data collection, monitoring, and monthly reporting on all FSN activities to ensure accountability and program effectiveness.
• Lead ongoing evaluation of FSN Hotline service delivery in collaboration with the Programs Department, including assessment of partner effectiveness and identification of areas for service and process improvements.
• Work with the Development, Programs, and Organizing Departments to develop funding proposals and pursue additional support, including co-sponsors and training-based revenue opportunities.
• Community Engagement & Partnerships
• Build and maintain strong relationships with FSN partners, community stakeholders, and ICIRR’s internal FSN team to strengthen hotline impact.
• Represent ICIRR and provide information on hotline services and impact in meetings with member organizations, partners, and community members.
• Collaborate with the Communications Department to develop messaging, outreach materials, and media strategies to promote the FSN Hotline.
• Maintain up-to-date knowledge on the full range of issues addressed by ICIRR, including immigration policy, community organizing, and service networks.
• Identify opportunities to collaborate with ICIRR staff on policy and organizing campaigns, leadership development, program implementation, and additional duties as assigned.

Qualifications

We are looking for someone self-sufficient, reliable, reflective, comfortable with accountability, highly communicative, high-energy, and excellent at building relationships. The FSN Director should be willing to take ownership of FSN hotline campaigns, meet tight deadlines, and be comfortable adapting to changes in circumstances.

Required

• Commitment to social justice, immigrant rights, and ICIRR’s mission.
• Experience in community organizing, advocacy campaigns, hotline management, immigration services, or program coordination.
• A bachelor’s degree or equivalent work experience
• At least 3 years of supervisory experience, including working with staff and volunteers.
• Demonstrated ability to collaborate across departments and with community partners and other stakeholders.
• Strong project management, organizational, and communication skills, including public speaking
• Experience with reporting to program funders
• Ability to manage confidential information with discretion and professionalism.
• Valid driver’s license and access to a car are required.

Preferred

• Experience in program monitoring and evaluation, data-driven decision making, or service delivery assessment.
• Familiarity with immigration legal process, social services systems, or crisis hotline operations
• Experience working with immigrants and/or refugees
• Multilingual abilities, especially in languages spoken by immigrant communities in Illinois

Additionally, we seek to hire people with deep experience living or working in immigrant communities, especially immigrants themselves and their children.

Work Environment & Requirements

• Hybrid or inoffice schedule, depending on organizational needs.
• Regular travel to partner sites and community meetings throughout Illinois.
• Occasional evening or weekend hours for events, training, or rapid response situations.