Refugee Case Manager
at Heartland Alliance

Date Posted: 5/28/2019

Job Description

Summary: The Refugee Case Manger provides case management services to newly arrived refugees and asylees.  Services include airport reception, housing coordination, core service delivery and ongoing case management assistance. Individual accountabilities and work volume will be established through the development of annual Success Objectives, within the framework outlined below.

Essential Duties and Responsibilities:

  • Provides advocacy, assessment, and case management services to individuals, families and groups. 
  • Conducts outreach and intake as assigned. 
  • Counsels and aids individuals and families requiring assistance, including but not limited to problems such as personal and family adjustments, finances, employment, food, clothing, housing, and physical and mental impairments to determine nature and degree of problem.
  • Supervises program participants individually or in groups.
  • Secures information, such as medical, psychological, and social factors contributing to program participant's situation, evaluates these and program participant's capacities, and establishes appropriate service plan.
  • Counsels program participant individually, in family, or in groups regarding plans for meeting needs, and aids program participant to mobilize capabilities and environmental resources to improve social functioning.
  • Helps program participant to modify attitudes and patterns of behavior by increasing understanding of self, personal problems, and program participant's part in creating them.
  • Refers program participants to community resources and other organizations, determines program participant's eligibility for financial assistance, and provides financial assistance and support to program participants in accord with Organizational policies and procedures.
  • Compiles records and prepares statistical reports as required.  Reviews service plan and performs follow-up to determine quantity and quality of service provided to program participant and status of the program participant’s case.
  • Participates as assigned in the implementation of counseling, education or activity groups.
  • Completes accurately and in a timely manner all necessary forms, case records and statistical reports.  Submits such documentation to the supervisor/manager within the designated time lines.
  • Participates and contributes actively in regular supervisory and team/unit meeting, in house training sessions, conferences, seminars and independent study. 
  • Adheres to professional standards as outlined by governmental bodies, NASW (and/or other appropriate professional associations), private funding sources, Organization plans/policies and program guidelines.  Participates in periodic evaluative reviews and/or in-house and external staff training to ensure that he/she understands and continues to adhere to such standards.  Initiates requests for assistance from Supervisor to address new issues or complex concepts affecting adherence to professional standards.
  • In addition to performing the above mentioned job duties, the case manager will also be required to perform various coordinating and training duties. These include, but are not limited to such things as preparing and monitoring staffing assignments, training employees how to perform certain job duties and suggesting how employees can improve their job performance.

Additional Duties and Responsibilities:

  • Transportation of program participants and/or Organizational property may be required.
  • In residential programs, household maintenance responsibilities may be assigned.
  • Other duties may be assigned.

Qualifications:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Education and/or Experience:  High school diploma or equivalent and minimum of five years experience in case work, human services or related field, or equivalent combination of education and experience.
  • Language Skills:  Fluency in a second language may be required.  Ability to read and interpret documents such operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.
  • Other Qualifications:  A valid driver’s license may be required.
  • Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
  • Reasoning Ability:  Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The employee may be required to remain on Organization premises during breaks and/or meal periods and may be required to stay on Organization premises until their replacement arrives.
  • May be required to visit clients in their homes or in institutions.
  • While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear.
  • The employee is frequently required to reach with hands and arms.
  • The employee is occasionally required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl.
  • The employee must occasionally lift and/or move up to 25 pounds.
  • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Heartland Alliance makes all hiring and employment decisions, and operates all programs, services, and functions without regard to race, receipt of an order of protection, creed, color, age, gender, gender identity, marital or parental status, religion, ancestry, national origin, amnesty, physical or mental disability, protected veterans status, genetic information, sexual orientation, immigrant status, political affiliation or belief, use of FMLA, VESSA, military, and family military rights, ex-offender status (depending on the offense and position to be filled), unfavorable military discharge, membership in an organization whose primary purpose is the protection of civil rights or improvement of living conditions and human relations, height, weight, or HIV infection, in accord with the organization's AIDS Policy Statement of September 1987.

Job Snapshot

  • Employee Type: Full-Time
  • Location: Chicago, IL
  • Job Type: Management
  • Experience: Not Specified
  • Date Posted: 5/28/2019

About Us

It’s more than a job, it’s a purpose.


Heartland Alliance—the leading anti-poverty organization in the Midwest— believes that all of us deserve the opportunity to improve our lives. Each year, we help ensure this opportunity for nearly one million people around the world who are homeless, living in poverty, or seeking safety. Our multicultural staff are passionate about our mission and make Heartland Alliance a dynamic and exciting place to develop your career.


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