NVPPA Supervisor; Service Supervisor

Position: NVPPA Supervisor (Service Staff Supervisor)
## NVPPA Supervisor (Service Staff Supervisor)
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Fully Remote:
New York, NY HQ USA:
Full time:
Posted Today:
JRThe International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities.

A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.  
** Job overview**  *“This position has an end date
* * of September 30, 2027**”.
* The National Virtual Program for Professional Advancement (NVPPA) is a nationwide, fully virtual program through which IRC will serve newly arrived refugees under a cooperative agreement with the Office of Refugee Resettlement (ORR). Participants receive career navigation, training, job placement support, and direct financial assistance to advance an individualized career goal.  The NVPPA Supervisor manages the day-to-day work of the program's direct service team across a fully virtual, national caseload.

This role is responsible for caseload management, case file review, escalation and resolution of participant issues, and consistent quality across Professional Advancement Plans (PAPs) and uses of direct financial assistance.  
** Major responsibilities
**** Supervision and caseload management
*** Manage day-to-day caseloads for direct service staff, including assigning and balancing participants across Career Navigators and routing participants on credentialing and recertification pathways to specialized navigators.
* Conduct regular case file review to confirm that participant records, including eligibility documentation, PAPs, and case notes, are complete, accurate, and timely.
* Resolve escalated participant issues in partnership with the Customer Service Representative, and determine when an issue requires the Deputy Director's involvement.
* Support onboarding and ongoing training of direct service staff.
* Translate program requirements into standard operating procedures and desk guides for the direct service team.  
** Program quality and compliance
*** Review PAPs for soundness and confirm that career goals and proposed uses of funds meet ORR eligibility requirements before assistance is requested.
* Ensure required safeguards are applied to higher-risk uses of financial assistance, such as vehicle purchases.
* Work with the data team to ensure required data is recorded in Efforts to Outcomes (ETO) and electronic case files are complete for ORR reporting.
* Monitor progress against program targets, identify barriers in the service model such as digital access, language access, or credential evaluation delays, and work with the Deputy Director on practical adjustments.  
** Coordination
* ** Coordinate handoffs among navigation, training, financial assistance, and job placement so that participants move smoothly through the program.
* Work with administrative and finance staff to ensure financial assistance requests are complete, documented, and aligned with each participant's PAP.
* Coordinate with other resettlement and employment programs, IRC offices, sister agencies, and local partners serving the same participants to support appropriate co-enrollment and avoid duplication of services.  
** Job requirements
*** Undergraduate degree required, ideally in Social Work, Human Services, or a related field; comparable work and/or lived experience may be substituted.
* Minimum of 2 years of management or supervision experience required, including onboarding, coaching, and managing staff performance; experience with remote or distributed teams strongly preferred.
* Minimum of 2 years of relevant experience in human services, preferably in resettlement, workforce development, or employment services.
* Demonstrated experience overseeing high-volume caseloads in a compliance-heavy environment, including case file review and quality assurance.
* Demonstrated skills tracking and reporting information in a database; experience with ETO preferred.
* Familiarity with federally funded…