Program Assistant

Gladney; Claymont (DE); On-site; USD 42,000 - 54,000; Full time

Job summary

Gladney Center for Adoption seeks a Program Assistant - International to support families through the adoption process in one or more country programs. You will focus on documentation, dossier processing, and delivering exceptional customer service while maintaining accurate records and compliance.

The role involves coordinating with families, home study entities, and agencies, handling mailings, and ensuring paperwork meets state and international requirements.

Qualifications

• Bachelor's degree or higher in Social Work, Human Services, Psychology, or related field.
• Excellent written and verbal communication skills; able to compose professional correspondence.
• Strong organizational and time management abilities; manage multiple tasks and deadlines.
• Desire to help children find homes and support families through adoption processes.
• Ability to maintain compassionate and supportive attitude toward others.
• Attention to detail to manage and audit client documentation in compliance with requirements.

Responsibilities

• Respond to inquiries and provide timely communication to families regarding the adoption process.
• Compose and distribute correspondence and family information packets.
• Guide families through the dossier process, including notarizations, certifications, and legalizations.
• Serve as a liaison between clients and third-party agencies (e.g., home study agencies, USCIS).
• Maintain communication with Program Managers regarding concerns, complaints, or clinical issues.
• Prepare and send mailings (FedEx/DHL).
• Review and ensure all family documentation complies with state and country requirements.
• Audit client files at milestones to ensure paperwork is complete and accurate.
• Follow up with clients on missing documentation until received.
• Prepare and send post-placement schedule letters and update records.
• Scan, file, and upload documents to SharePoint.
• Close family files in SAM when cases are finalized.
• Collaborate with program staff on adoption processes and requirements.
• Support program staff on special projects with timely reporting.
• Assist with hosting programs and events.
• Conduct weekly client audits to ensure consistent contact.
• Review child profiles and support advocacy for waiting children and matches.
• Participate in planning and executing trainings, fundraisers, and reunions.
• Ensure accurate and up-to-date case records and documentation.
• Adhere to agency policies and ethical guidelines.

Skills

Communication

Organization

Compassionate attitude

Multitasking

Education

Bachelor's degree in Social Work, Human Services, Psychology, or related field

Job description

Summary

The Program Assistant - International performs a variety of duties with the goal of assisting families through the adoption process in one or more of Gladney’s country programs. This position will assist our clients by focusing on the documentation and dossier process, delivering exceptional customer service, and maintaining accurate records, compliance, and organization.

Summary

The Program Assistant - International performs a variety of duties with the goal of assisting families through the adoption process in one or more of Gladney’s country programs. This position will assist our clients by focusing on the documentation and dossier process, delivering exceptional customer service, and maintaining accurate records, compliance, and organization.

Job Duties And Essential Functions

• Respond to inquiries and provide timely communication to families regarding the adoption process.
• Compose and distribute correspondence and family information packets as needed.
• Guide families through the dossier process, including assisting with notarizations, certifications, and legalizations.
• Serve as a liaison between clients and third-party agencies (e.g., home study agencies, USCIS), facilitating communication as needed.
• Maintain communication with Program Managers regarding concerns, complaints, or clinical issues.
• Prepare and send mailings, including FedEx and DHL packages.
• Review and ensure all family documentation complies with state and country requirements.
• Audit client files at key milestones (pre-dossier, pre-travel, post-arrival) to ensure required paperwork is complete and accurate.
• Follow up with clients on missing documentation until all items are received.
• Prepare and send post-placement schedule letters and update system records with post-adoption agency information.
• Scan, file, and upload all relevant paperwork to SharePoint.
• Close family files in the system (SAM) once cases are finalized.
• Collaborate with program staff to remain informed on adoption processes, criteria, and dossier requirements.
• Provide support to program staff on special projects and assigned tasks, with timely reporting and follow-up.
• Assist with hosting programs, including attending hosting events and engaging with hosting children and families.
• Conduct weekly client audits to ensure consistent contact is maintained with families.
• Review child profiles and actively support advocacy efforts for waiting children and matched families.
• Participate in planning and executing special events such as trainings, fundraisers, and reunions.
• Ensure accurate and up-to-date case records and documentation.
• Adhere to all agency policies, procedures, and ethical guidelines when working with prospective adoptive families.
• Contribute to program improvement by identifying cost-saving opportunities and proposing innovative solutions to support children and families.
• Perform other duties as assigned to support the organization’s operational needs and contribute to the overall team’s success.

Qualifications

MINIMUM REQUIREMENTS:

• Bachelor's degree in Social Work, Human Services, Psychology, or a related field.
• Two years of relevant experience in adoption or social services (working with children and families) preferred.
• Excellent written and verbal communication skills, with the ability to compose professional correspondence and respond to client inquires promptly.
• Strong organizational and time‑management skills with the ability to manage multiple tasks and meet deadlines.
• Have a solid desire to help children find homes, health and hope through the efforts of our agency.
• Demonstrated ability to maintain a compassionate and supportive attitude towards others.
• Strong attention to detail and ability to manage, track, and audit client documentation in compliance with agency, state, and international requirements.
• Willingness to attend hosting events, trainings, and occasional evening/weekend activities as needed.
• Ability to work both independently and collaboratively with internal teams, clients, and external clients.

Preferred Requirements

• Master’s degree in Social Work or a related field.
• Knowledge of dossier preparation and international adoption requirements.

Working Conditions

• Occasional travel may be required to attend hosting events, trainings, or meetings with families or partner agencies.
• Evening and weekend hours may be necessary to accommodate events or family needs.
• Regular use of phone, email, and video conferencing to communicate with families and external partners.
• Operate primarily in a climate‑controlled office environment with a fast‑paced workflow, requiring the ability to shift between tasks, manage frequent interruptions, and meet time‑sensitive deadlines efficiently.
• Regular, punctual attendance is essential for maintaining efficient service delivery.

Physical Demands

• Ability to remain in a stationary position for extended periods while working at a computer or performing administrative tasks.
• Frequent use of hands and fingers for typing, writing, scanning, filing, and handling documents.
• Occasional lifting and carrying of materials, such as mailers, file boxes, and event supplies (up to 25 pounds).
• Must be able to move throughout the office to retrieve files, attend meetings, and support in‑person events.

Equal Employment Opportunity Statement

Gladney Center for Adoption is an equal opportunity employer committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status. All qualified applicants will receive consideration for employment without regard to these factors. We encourage applications from individuals of all backgrounds and experiences.