Supervisor, Operations – Refugee Family Services

Job title: Supervisor, Operations – Refugee Family Services

Company: Heartland Alliance

Job description: Supervisor, Refugee Family Services


Under the general guidance of the Associate Director, Refugee Family Services, the Supervisor coordinates procedures to improve processes in support of department goals. The Office Supervisor provides administrative and project coordination support to the Associate Director of Refugee Family Services, including Quality Management, Learning & Development in HHCS locations/programs, as appropriate and necessary. This individual must possess poise and professionalism, strong written, verbal, and organizational skills, the ability to multi-task in a fast-paced environment, and take ownership and initiative on projects in order to efficiently meet the needs of the team. The Office Supervisor leads administrative and operations support for the Refugee Family Services unit. Responsibilities include: administrative oversight and reporting; preparing, reviewing, and submitting financial documentation; coordinating case file review; completing program reports; quality improvement and contract compliance. Individual accountabilities and work volume will be established through the development of annual Success Objectives, within the framework outlined below.

The Operations Supervisor leverages industry knowledge and best practices to promote the mission and vision of Heartland Alliance. Supports culture development and is involved in management efforts.

Essential Functions:

Duties & Responsibilities

  • Provides operational, administrative, and office leadership to the Refugee and Immigrant Community Services’ programs.
  • Assists with purchasing including supplies, computers, etc. within defined budgetary limitations and develops procedures for the control, storage, use, and availability of office supplies and related items.
  • Leads departmental efforts on financial tasks related to invoices, purchase orders, and tracking of financial documentation.
  • Oversees allocations and complete assurances.
  • Completes Affidavit of Relationships (AORs) and conducts AOR outreach
  • Coordinates contractual interpreters; manages time sheets and scheduling
  • Coordinates legal clinics with community partners
  • Ensures compliance with case file management and reporting requirements
  • Leads specialized data processing tasks under limited supervision for the program/department, as defined by program needs and contractual requirements, including but not limited to data entry, word processing, filing, and reviewing data and reports for accuracy.
  • Maintains confidentiality of all documents and other information. Prepares records, contracts, reports, schedules, and other necessary documentation; ensures the appropriate processing, filing and distribution, etc. of such data.
  • Reviews, improves, and establishes procedures for processing clerical /support related data and information.
  • Supports Associate Director of RFS with training and administrative tasks.
  • Provides scheduling and meeting assistance, as assigned, for RFS Leadership, including: scheduling, preparing documents, writing minutes, making travel and lodging reservations, and coordination of logistics for the meetings.
  • Assists Associate Director of Refugee Family Services with program coordination, including utilizing a system or standard templates to manage the work under the position’s purview, and, suggesting and implementing related process improvements.
  • Creates and maintains RFS files utilizing and organize the shared drive, HeartNet and/or paper files to maintain an archive of RFS Team documentation.
  • Follows up on decisions and/or instructions of the RFS team to insure implementation and/or completion Assistance with actions related to identifying the status of time sensitive requests made by the RFS team i.e. workshops/training, etc.
  • Maintains accurate expense tracking and reports including monthly credit card bills and expense reimbursement.
  • Handles incoming invoices to the RFS team and facility related services for Non-SAFEty locations/programs; prepares purchase order or check requisitions or approvals in Concur Invoicing as needed.
  • Drafts basic visual and written materials, for internal and external communication, including reports, memos, emails, one-pagers, and briefs using visual supplements.
  • Acts as main liaison with vendors and Account Payable regarding account status; payment matters
  • Creates and maintains processes for postage, FedEx, DHS, and Amazon Smile equipment and corporate account usage
  • Assist with office, janitorial/PPE supply ordering as needed
  • Assist with obtaining timely vendor quotes and uploading documents required for Procurement
  • Provides support with all Front Desk duties in the absence of Front Desk Case Aide
  • Creates and manages coverage schedule of AM/PM breaks and lunch hour for Front Desk Clerk
  • Actively participates as a Fire & Emergency Safety Team (FEST) Member
  • Actively participates in Facilities Team Meetings/Check-in

Supervisory Responsibilities (if applicable):

  • Supervises Front Desk Case Aide

Education and Experience:

· Bachelor’s Degree from and accredited institute of higher learning is required.

· Minimum five (5) years of related experience in office management, social service provision, or related areas or equivalent combination of education and experience.

· Experience with refugee resettlement and/or working with immigrant populations strongly preferred.

· Bilingual preferred.



Knowledge/Skills/Abilities (K/S/A):

  • Excellent written and verbal communication skills.
  • Excellent interpersonal skills and demonstrated ability to communicate effectively with individuals and groups, including but not limited to public speaking and presentation skills. Ability to multi-task and maintain organization. Excellent attention to detail. Demonstrated experience interacting with diverse individuals and communities.
  • Access to reliable transportation required. This position involves in-person meetings with community partners in Chicago and the suburbs.
  • Excellent communication skills. Strong networker, convener, relationship builder and communicator with experience collaborating with diverse work teams and stakeholders.
  • Demonstrated ability to handle confidential and sensitive information possessing skills to handle situations in a professional and diplomatic manner.
  • A high degree of collaboration and emotional intelligence, self-motivation, and analytical ability.
  • Proficiency in Microsoft Office, Internet Explorer, Outlook/Exchange; Windows operating systems; and other software routinely used by Heartland Alliance.
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  • Ability to work independently and remain self-motivated with minimal direct supervision.
  • Strategic thought partnership and consultancy skills.

Work Arrangement:

This role is eligible for a “hybrid” work arrangement. It is expected this person would be able to meet for “in person” meetings when needed or at the request of others. In-person meetings may be required on a regular basis (weekly, monthly, etc.). There may also be the availability to work from home when appropriate.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The noise in the work environment is moderate.
  • Requires flexibility and ability to travel to local venues.
  • The employee is occasionally exposed to outside weather conditions.

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

  • While performing the duties of this job, the employee is regularly required to stand, walk, sit, reach with hands and talk and hear.
  • While performing the duties of this job, the employee is required to use hands, key, handle or feel, stoop, kneel, and crouch.
  • The employee is occasionally required to life and/or move up to 25 pounds.

Equal Opportunity Employer Statement

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.

Expected salary:

Location: Chicago, IL

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