Program Manager, Community Integration Services

Journey's End Refugee Services, Inc. is an equal opportunity employer and seeks to employ the best-qualified personnel without regard to race, religion, color, national origin, citizenship, age, sex, or marital status, or any other reason prohibited by law.

Journey’s End Refugee Services, Inc. is a refugee resettlement and immigration services provider for the Western New York Region.

Reporting to the Director of Community Integration Services, this position manages programs and staff that provide case management services supporting refugees and immigrants in navigating healthcare, social supports, and fostering essential community connections for thriving and belonging. This includes: supervising integration case management, overseeing the Preferred Communities (PC) Program, which serves high-need, vulnerable refugee clients, and implementing and managing both the Services for Older Refugees Program (SORP) which provides culturally and linguistically responsive support to older refugee populations, and a nutritional navigation program that helps refugees and other vulnerable community members access healthy food resources, nutrition education, and addressing barriers to food security.

The Program Manager is expected to model positive professional and solutions-focused leadership, fostering a supportive team environment and collaborative relationships across departments. The manager sets the tone for their team through effective communication, professionalism, adaptability, and a constructive approach to challenges.

• In collaboration with Director of Community Integration Services, ensure that a person-centered case management intake process is utilized throughout the agency
• Implement the new SORP program
• Utilize Client Track and align related intake and reporting processes
• Mentor, empower and supervise staff to ensure effective support, guidance, and coordination in delivering tailored services to help clients navigate systems, achieve goals, and build community connections
• Understand funding requirements and expectations for each program, ensure program compliance, reports are submitted in a timely fashion, and maintain effective lines of communication

• Ensure staff participation in external coalitions and internal committees
• Work closely with both internal and external partners to ensure clients are being connected with all services they need to be independent and self-sufficient
• Maintain close working relationship with other department managers and front desk team to address ongoing and emergent client needs

• Ensure staff attend all required trainings and meetings for their respective programs
• Approve timecards and PTO for staff
  
  Ensure staff coverage for open office hours/walk ins
• Develop and implement staff training plans in collaboration with the Director of Community Integration Services
• Meet with program staff on a regular basis and hold weekly case conferences

• Under the direction of the Director of Community Integration Services, work with finance and operations team to ensure expenditures are accounted for and in line with grant guidelines
• Understand funding and compliance requirements and provide budget recommendations to support director’s decision-making
• Oversee and vet requests for direct client financial assistance for director’s approval

• Demonstrates appropriate leadership presence, including maintaining professionalism and composure during…