Senior Program Officer for Quality Assurance

Globalrefuge; Baltimore (MD); Sur place; USD 70 000 - 100 000; Plein temps

Avantages offerts par ce poste

Medical, dental, vision

Paid time off and holidays

Parental leave & FMLA

401(k) plan with company match

Résumé du poste

Global Refuge seeks a Senior Program Officer for Quality Assurance to streamline safeguarding activities, grievances, and monitoring for the RIS division. You will supervise staff, coordinate PIPs, and ensure grant compliance while maintaining up-to-date knowledge of ORR program requirements.

Reporting to the Director for Resettlement, you will conduct both remote and in-person visits, collaborate across units, and represent Global Refuge in external meetings to advance refugee and immigrant

Qualifications

• Undergraduate degree in social work, social sciences, non-profit management or related field with 3–5 years of supervisory experience.
• Experience in local or national resettlement offices; PC and/or Matching Grant programs preferred.
• Experience with site monitoring tools, protocols, and QA training for partners.

Responsabilités

• Coordinate client grievances, feedback, and follow-up with funders.
• Supervise direct reports and provide programmatic guidance.
• Create and oversee site monitoring and desk audit schedules; present monthly summaries.
• Manage affiliate PIPs to ensure grant compliance.
• Oversee annual client feedback surveys and present improvement recommendations.
• Travel up to 15% for remote and in-person technical assistance visits.
• Maintain knowledge of PIR, PC, and ORR program requirements.
• Represent Global Refuge in meetings and with external stakeholders.

Connaissances

Verbal communication

Written communication

Interpersonal skills

Organizational skills

Problem-solving

Supervisory experience

Data analysis

Microsoft Office

Travel readiness

Project coordination

Formation

Bachelor’s degree in social work or related field

Outils

Database management

Web-based platforms

General computer applications

Description du poste

If you are passionate about transforming communities with a mission-driven organization, then we have the opportunity for you!

Reporting to the Director for Resettlement, the Senior Program Officer for Quality Assurance supports the work of the Resettlement and Integration Services (RIS) division in delivering high-quality programs and services for refugees and immigrants. The Senior Program Officer for Quality Assurance will streamline all safeguarding activities including coordination and facilitation of client grievances and feedback, the monitoring schedule, and performance improvement plans (PIPs) for the RIS division. This position requires attention to detail, excellent organization and problem-solving skills, strong verbal and written communication, and strong interpersonal skills. The Senior Program Officer supervises the Program Specialist for RIS and other assigned staff.

Global Refuge, formerly known as Lutheran Immigration and Refugee Service (LIRS), is a nonprofit serving newcomers seeking safety, support, and a share in the American dream. Since 1939, we have welcomed those seeking refuge, upholding a legacy of compassion and grace for people in crisis. We walk alongside individuals, families, and children as they begin their new lives in the United States through our work in refugee resettlement, care for unaccompanied children, and economic empowerment and employment. Our work also extends to Guatemala and Mexico, where we help young people with skills training and community reintegration. To date, we have served over 800,000 people from around the globe. Our comprehensive services leverage our extensive organizational expertise as well as government, community, and faith partnerships.

Attracting and retaining the best talent is vital to our continued growth and we are proud to offer an excellent benefits package including:

• medical, dental, vision available the first day of employment
• generous paid time off including 20 days of vacation, 12 days of sick leave, 12 paid holidays
• 12 weeks of fully paid parental leave and up to 12 weeks of fully paid FMLA leave
• company 403(b) contribution of 3%, an additional 7% match which vests immediately

At Global Refuge, welcoming newcomers isn't just our duty-it's an inherent part of our identity, rooted in our Lutheran heritage and inspired values and serving as a testament to our unwavering commitment to those in search of refuge. Please join us as we make a difference in the lives of newcomers.

Responsibilities/Duties

• Work collaboratively with RIS units, departments within Global Refuge and affiliate partners to manage the coordination of client grievances, reviewing and ensuring appropriate follow up and submission to funders.
• Provide supervision and programmatic guidance to direct reports.
• Create and oversee the monitoring schedule for Global Refuge site monitoring visits, technical assistance visits, and desk audits.
• Develop and present a monthly summary of site monitoring visits, technical assistance visits, and desk audits.
• Organize and track new and existing affiliate PIPs, including working across the Resettlement Integration units and affiliate staff to ensure compliance with grant requirements.
• Manage Global Refuge's annual client feedback survey, presenting a detailed summary of survey results with recommendations for improvement.
• Ability to conduct remote and in-person technical assistance visits.
• Maintain up to date and detailed knowledge of Program of Initial Resettlement (PIR), Preferred Communities (PC), and other ORR program requirements.
• Represent Global Refuge during meetings and convenings and liaise with external stakeholders.
• Other duties as assigned.

Qualifications

• Undergraduate degree in social work, social sciences, non-profit management or related field in combination with a minimum of 3-5 years of relevant experience and supervisory experience.
• Experience working in a local resettlement office or a national office of a resettlement agency, with prior experience with initial resettlement, PC and/or Matching Grant programs is strongly preferred.
• Experience conducting site monitoring and developing monitoring tools and protocols.
• Experience in developing and providing support, technical assistance, and quality assurance and compliance training to partner agencies, service providers, and/or internal staff.
• Ability to evaluate data to identify trends, issues, and foresee programmatic implications.
• Proven ability to be flexible in a fast-paced working environment. Excellent oral and written communication skills and the ability to interact well with all levels of various systems, stakeholders, and staff.
• Strong proficiency in Microsoft Office applications, knowledge in database management, web-based platforms, and other computer applications.
• Outstanding organizational skills and ability to manage multiple projects simultaneously with attention to details.
• Experience with and commitment to working in a diverse workforce.
• Deep commitment to Global Refuge's core values and ability to model those values in relationships with colleagues and partners.
• Ability and willingness to travel 15% of time.

Global Refuge is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws. We participate in E-Verify in the states that permit its use.

We offer a competitive salary and comprehensive benefits package in an innovative and rewarding work environment. Benefits include medical, dental, and vision coverage effective on your first day of employment, 403(b) with company contribution and match, 20 days of vacation per year, tuition reimbursement, professional development, and much more. Salaries are based on the latest market data and reflect the education, skills, and requirements for the role. Differentials may exist based on the region and language abilities.