Intensive Case Manager

Church World Services

Position Title: Intensive Case Manager

Reports To: Extended Services Supervisor

Team: Immigration and Refugee Program

Location: Lancaster, PA



Church World Service (CWS) is a not-for-profit organization working to eradicate hunger and poverty and to promote peace and justice around the world. CWS does not discriminate on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability or veteran status in employment or in the provision of services.

Primary Purpose:

The purpose of the Intensive Case Manager is to support refugees, particularly from vulnerable groups or with special needs, in becoming successfully integrated in the Lancaster community by assessing their needs, connecting them to community resources, and helping them to navigate governmental and programmatic systems. This is a very hands-on, full-time employment opportunity and will require daily use of reliable transportation. Additionally, the position requires someone who is able to balance competing priorities, work independently and communicate effectively.

Essential Duties as Intensive Case Manager

  1. Provide intensive case management services to special need and vulnerable clients in accordance to guidelines under the ORR-funded Preferred Communities program.
  2. Complete enrollment assessment and intake of individual clients, referred to the Preferred Communities Program.
  3. Support enrolled clients in developing a self-sufficiency plan (SSP) with outlined goals aimed at addressing primary areas of vulnerability, including but not limited to community links, healthcare navigation, English learning, and transportation.
  4. Facilitate referrals and links to local service providers and healthcare specialists, liaising on behalf of client as applicable and supporting connections that coincide with SSP goals.
  5. Advocate for client needs, collaborating with volunteers, community partners, and area coalitions to strengthen the voice of refugees in our community and address barriers to service provision.
  6. Provide transportation support as necessary and coordinate additional transportation links in the community to promote self-sufficiency and independence of client.
  7. Conduct ongoing check-ins with clients (at least monthly) to monitor progress, encourage and support achievement of SSP goals, as well as address new areas of need as applicable.
  8. Facilitate alternative wellness and group activities.
  9. Maintain detailed and thorough client case files and case notes. Track and report all program activities including outreach to service providers and community trainings on program activities and services.
  10. When necessary, coordinate with interpreters and community service providers to provide linguistically and culturally competent services and education, advocating for clients when necessary.
  11. Work closely with Associate Director for Refugee Services to monitor program progress.
  12. Prepare and submit required reports and accurately record all services.
  13. Provide program updates and highlights to fellow team members during check-ins and staff meetings.
  14. Conduct outreach and trainings in the community to build knowledge of Preferred Communities program activities, CWS services, and the refugee journey.
  15. Provide training support and assign daily tasks to program interns.

Common Duties:

  1. Effectively coordinate and work in tandem with other service providers to assist refugee clients, avoid duplication of services, and maximize efficiency.
  2. Effectively use technology to maximize efficiency and quality of work during intake, needs assessments, and data entry.
  3. Advocate for equal access to services for refugees and immigrants.
  4. Keep informed about refugee and immigrant issues and available services to clients, using current information to better identify and serve refugee and immigrant clients.
  5. Attend weekly meetings with supervisor and other agency staff.
  6. Undertake other duties as assigned.


Bachelor’s degree, preferably BSW, and 2 years of experience in refugee resettlement, preferred but not required.


Work experience and interest in refugee resettlement or other direct social services. Ability to provide culturally sensitive counseling and support is required. Candidates from refugee groups are strongly preferred.

Other Skills:

English fluency is required. Fluency in Spanish, Dari/Farsi/Pashto, Somali, Arabic, Swahili, and/or Kinyarwanda is preferred along with superior written and verbal communication skills. The successful candidate must be computer literate, with proficiency in MS Office (Excel, Word and Access) and internet applications. Strong organizational and time management skills are required. Must be able to maintain a flexible schedule during weekdays to accommodate both early and later evening appointments as necessary. Must be comfortable visiting clients in their homes and in the community.

General: Able to work creatively and independently, maintain client confidentiality, and work collaboratively with community partners. Above average decision and problem-solving skills, high moral character, and impeccable judgment absolutely necessary.

Communication: Able to communicate thoroughly and with self-confidence a broad range of information. Able to speak publicly with local providers to advocate for equal access to services on behalf of refugee clients.

Applying Instructions: Visit and click on the Employment link to find this position application. Inclusion of a cover letter and a current resume are required.

Special Requirements:

  • Proof of COVID Vaccination is required as condition for employment
  • Must have access to reliable transportation and a valid driver’s license with insurable record. Must be able to keep a clean driving record.
  • This is an in-person position, with possibility of hybrid schedule

CWS offers a competitive benefits package that includes:
• 403 (b) Retirement Plan
• Medical, Dental and Vision Insurance
• Paid Time Off
• Life Insurance and AD&D
• Long Term and Short Term Disability
• Employee Assistance Program (EAP)
• Health Savings Account
• Flexible Spending Accounts
• Commuter Benefits

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