Program Assistant

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.

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.

• 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 Fed Ex 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.

• 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.

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