Community Specialist

About this role

The 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.

This position is represented by the OPEIU union and subject to the terms and conditions of a collective bargaining agreement.

Job Overview:   The Community Specialist plays a vital role in advancing equitable access to trusted information and community resources for immigrant and refugee communities through responsive, culturally informed, and trauma-informed support. The role serves as the frontline point of contact for community members accessing the trust-centered information hub. The Community Specialist responds to inquiries in multiple languages, offering accurate, trauma-informed information and connecting users virtually with verified community resources and accurate data. Likewise, the Community Specialist supports the program’s outreach efforts through regular community outreach events, supporting in the development and ongoing implementation of the program’s service map, and identifying and verifying community resources. This role emphasizes trust-building with immigrant and refugee communities, while upholding data privacy, maintaining low-barrier access to information, and ensuring accurate documentation of the necessary interactions.

Major Responsibilities: User Inquires • Answer inbound calls, respond to social media and text inquiries, and provide information and community referrals using approved scripts and FAQs.

• Deliver accurate, culturally and linguistically responsive information to users.

• Ensure strict compliance with data protection policies. 

• Document service interactions in the Zendesk system for quality and reporting purposes (within approved limits).

• Escalate complex cases or unclear questions to the Program Manager or technical advisors.

Community Engagement • Conduct regular in-person outreach events at local nonprofit organizations, resource fairs, community-based initiatives and others.

• Work with Program Manager and technical advisor to implement service map on program’s website using Zendesk platform.

• Support in development and maintenance of vetting system for new community resources to ensure standardized review of each resource’s relevance, including multilingual support, trauma-informed approaches, and low cost services.

• Identify new community resources to include in the program’s service map.

• Support with regular follow up with existing community resources to confirm availability of services.

Other • Provide feedback on recurring questions, gaps in resources, or needed updates to scripts/FAQs.

• Participate in initial and ongoing training, including mock calls and refresher sessions.

• Contribute to team learning and continuous improvement of the program.

• Comply with all IRC policies, procedures and protocols including adherence to the IRC Way and Child and Adult Safeguarding. 

• Support with content development as needed.

• Other related duties as assigned.

Key Working Relationships:  Position Reports to:  Information and Referral Services Manager Position directly supervises:  None Other Internal and/or external contacts: WA-Immigrant.Info team (Manager, Content Coordinator, Specialists),   IRC Asylum & Protection Technical Unit, WAMASSP, other IRC WA teams, State Agencies and local stakeholders

Job Requirements: Education: • High school diploma or equivalent required.

• Associate or bachelor’s degree in social services, human services, communications, or related field preferred; equivalent lived or professional experience in immigrant/refugee community support, call center, or social services will be considered in place of formal education.

Work Experience:  • Two/Three years of related professional experience; preferably with a non-profit or social service organization.

• At least one year of experience in case management or social service teams with asylum seekers and humanitarian migrants or refugees. 

• At least one year of experience in a communications, outreach, or educational/training environment preferred.

Demonstrated Skills and Competencies: • Language proficiency in English and at least one additional language commonly spoken in Washington immigrant communities (Spanish, Ukrainian, Russian, Mandarin, Cantonese, Vietnamese, Korean, Arabic, or other Washington State refugee/immigrant language). 

• Strong interpersonal and communication skills ( both written and verbal), with the ability to build trust quickly.

• Experience in community outreach, customer service, or human services preferred.

• Ability to follow scripts while using good judgment when handling sensitive questions.

• Demonstrated commitment to confidentiality and data privacy .

• Comfort with using digital tools (Zendesk or similar ticketing/call systems).

• Strong teamwork orientation: ability to take feedback and contribute to process improvement.

• Cultural humility and sensitivity in working with refugee and immigrant populations.

• Strategic, creative, problem solver capable of working well independently and as a part of a team.

• Advanced computer proficiency with an emphasis on Microsoft Office applications and desktop publishing. (Word, PowerPoint, Excel, Teams, Outlook). 

Working Environment :  • Remote office environment with required in-person outr

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