Information and Referral Services Manager

Information and Referral Services Manager page is loaded## Information and Referral Services Manager remote type:
Hybrid locations:
Seattle, WA USAtime type:
Full time posted on:
Posted Todayjob requisition :
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.
** IRC Background:
** IRC opened an office in Seattle in 1976 and provides a continuum of services including intensive case management, employment and economic empowerment services, immigration assistance, health and wellness programming, and education support to refugee and immigrant families in Washington State. IRC Seattle is committed to providing trauma-informed, equitable, and accessible services and maintaining and evolving a diverse, inclusive, and supportive workplace.
** Job Overview:
** The Information and Referral (I&R) Services Manager leads the setup, launch, and management of a new trust-centered helpline and digital platform for immigrants and refugees impacted by data sharing concerns. This position combines project management, team leadership, and systems coordination to ensure that the platform operates efficiently, securely, and equitably.

The Manager will serve as the primary liaison between
** IRC Washington**, the
** Signpost Technical Team**, the
** Technical Assistance Unit**, and
** multiple state and community stakeholders** (including DSHS, local CBOs, and service coalitions). The role requires a blend of operational discipline, systems thinking, and relationship management to build a reliable, low-barrier, multilingual information and referral system. As a pilot project, the role will likely need to be adjusted as needed.
** Major Responsibilities:
**** 1. Project Design & Implementation (Setup Phase)
*** Lead the planning, setup, and launch of the I&R platform, ensuring timely delivery of project milestones.
* Develop and maintain the project plan, including timelines, dependencies, and risk mitigation strategies.
* Lead on the communication strategy in collaboration with the Editorial Officer and state agency partners.
* Coordinate with the Signpost Team on platform configuration, data security, and system testing.
* Oversee SOP development for call handling, privacy, data protection, and escalation protocols.
* Prepare staff onboarding, scripts, and training materials.
** 2. Team Leadership & Supervision
*** Supervise and coach a team of an Editorial Officer and four Information & Referral Specialists.
* Establish performance metrics, call quality standards, and feedback systems.
* Foster a culture of trust, empathy, and data privacy within the team.
* Conduct ongoing coaching and professional development for staff.
** 3. Operations & Quality Assurance
*** Manage daily operations of the platform, including scheduling, coverage, and workflow adjustments.
* Monitor call volumes, client experience, and service quality; implement continuous improvements.
* Coordinate closely with technical partners to resolve system issues or user feedback.
* Maintain documentation and ensure compliance with data protection standards.
** 4. Stakeholder Coordination & Reporting
*** Serve as primary liaison between IRC WA and state agency partners (e.g., DSHS, state refugee office, and related departments).
* Represent the helpline in interagency coordination meetings and working groups.
* Collaborate with CBOs, advocacy networks, and referral agencies to align messaging, data protection principles, and escalation pathways.
* Ensure integration and interoperability between the helpline and other statewide navigation or support systems.
* Identify opportunities to improve system-level coordination for immigrant data privacy and service access.
** Key Working Relationships:
**** Position

Reports to:

** Deputy Director of Programs   
** Position directly supervises:  Editorial Officer, Information & Referral Specialists*
* ** Other Internal and/or external contacts:
**** Internal:
** Technical Advisor, Information and Referral Specialist, Monitoring, Evaluation, and Learning Manager, DSHS, HCA
*
* Job Requirements:

***** Demonstrated Skills and Competencies
**** Strong project management skills, including experience launching new initiatives or digital platforms.
* Proven ability to lead and mentor diverse, multilingual frontline teams.
* Deep understanding of data privacy,…