Phoenix - Immigration Program Manager

Lutheran Social Services of the Southwest is a non-profit organization with Corporate Offices in Phoenix and Tucson and additional offices throughout Arizona.

Lutheran Social Services of the Southwest administers programs and services to help build collaborative Community Partnerships and strengthen individuals, families, and communities.

Working for our organization is a positive, challenging and rewarding experience with opportunities for personal and professional development.

Exempt : Exempt

Base Wage : $65,000 per year

Reports to : Department Director

Department : Refugee and Immigration

Program : Refugee and Immigration Services

Location : Phoenix, Arizona

Position Type : Regular

Date Reviewed : March 2024

General Description :

In concert with the Director, this position overseas the implementation and development of

immigration and legal services for all Refugee and Immigration offices. This includes

supervising and working closely with all Legal Services staff, creating location specific

immigration program manuals, pursuing grants and additional funding opportunities, increasing

revenue, and exploring opportunities for program expansion. Implements the objectives of

Lutheran Social Services of the Southwest and all contracting funders through staff supervision,

monitoring of compliance standards, documentation, and ongoing training and advocacy. The job

requires sensitivity to the program population's cultural and socioeconomic characteristics.

Essential Duties and Responsibilities include the following :

WEIGHT

DESCRIPTION

1. Oversee the operations of Immigration Services in Phoenix and Tucson

ensuring program efficiency and quality. Create and / or modify program

manuals and materials based on best practices.

2. Provide direct case management support and counsel to clients seeking

citizenship and immigration services before USCIS through the completion of

immigration intakes, applications, and review of immigration applications as

completed by other staff members under supervision.

3. Complete follow-up for client applications as needed; Ensure the proper

filing, documenting, and security of all immigration cases; Maintain

accurate / complete case file system, database, case load, and legal fee system.

Regularly communicate program performance and / or related issues to the

Director.

General Management

1. Conduct all activities with a commitment to the organization's mission and

strategic plan; focus efforts to inspire a client-centered approach to quality

service delivery and operational excellence; uphold all policies and

procedures.

2. Coordinate and manage the daily immigration operations to ensure

compliance with all contracts and agreements including the monitoring of

case files; be ultimately responsible for program execution and service

delivery.

3. Provide excellent customer service and exhibit respectful, professional

conduct in all communications, including in-person, written, and

electronically. This includes good working communication with community

partners and funders; the ability to set appropriate professional boundaries; to

respond to and manage conflict that may arise; and to maintain a positive,

customer-oriented attitude always.

4. Must maintain confidentiality and follow policies related to personnel records

and client records; and maintain appropriate boundaries between professional

and personal issues.

Financial Management

1. Assist with the development of program budgets and manage / monitor

program finances according to policy and procedures.

2. Coordinate with the Finance department on all finance policies, processes,

and internal controls.

3. Ensure check or funding requests meet accounting and program standards and

are submitted on a timely basis.

4. Carefully manage cash and cash equivalent accounts (petty cash, gift cards,

etc.) in accordance with accounting policies and controls; ensure that cash

accounts are reconciled monthly.

Program Management and Compliance

1. Research and pursue areas for possible program expansion.

2. Responsible for the local execution and adherence to program requirements

for appropriate contract / grant / program.

3. Identify and record information accurately that will be used to assist in the

interaction between the Client, Employee and Funder. Communicate to

Director client status changes and other concerns, issues.

4. Responsible for data collection, analysis, evaluation and reporting of

performance measures in accordance with LSS-SW and contractual standards

and requirements. Maintain tracking and software systems to capture data and

schedule authorized services. Follow up and follow through.

5. Review and audit case files for compliance monthly; prevent compliance

issues through consistent monitoring, follow-up training, and staff

performance reviews and coaching.

6. Oversee production of contract / grant reporting and billing for each program;

make certain reporting and other requests for information are submitted on time, complete, and of high quality.

Human Resources

1. Supervise law student interns; Identify and train employees / volunteers for

BIA accreditation.

2. Recruit, train, and develop staff according to policy and procedure and

adhering to organizational goals, values, and culture.

3. Directly supervise staff and ensure that the responsibility, authority, and

accountability of all directly supervised employees are defined, understood

and successfully carried out.

4. Develop, implement, and coordinate staff continuing education, community

awareness training and workshops.

5. Create a positive, safe, and productive work environment for all staff; ensure

staff time is managed in-line with job description and duties; coordinate time off requests, day-to-day activity scheduling, and ensure staff are working

within assigned hours and budgetary limitations.

6. Maintain open and direct communications with all staff; ensure staff issues

and concerns are properly and promptly resolved; cultivate staff for

professional development, retention, and personal growth.

Community Engagement

1. Work in partnership with Philanthropy and Volunteer Services to strengthen

and support a philanthropic culture within and beyond LSS-SW. Support,

enhance, and grow faith and community engagement, goodwill, and resources

to support clients.

2. Develop and maintain relationships with collaborating agencies, local

communities, and congregations; attend area coalition meetings and

community consultations.

3. Represent the organization in the community as an industry and issue expert

by presenting at workshops and trainings and serving on task forces and

workgroups.

4. Participate in regular immigration meetings, conferences, and training to

ensure up to date knowledge and information, and / or provide similar

opportunities for staff.

5. Conduct program-related community outreach presentations on immigration

issues.

6. Maintain professional contacts in local and national immigration community

including but not limited to USCIS, NVC and CLINIC.

7. Serve as program representative in communication with government officials

and / or community members.

Maintain an established work schedule, including a high level of self-direction

and responsibility. May include State and National travel.

Follow internal protocol immediately regarding safety, health, and the

environment of the member and employee workspace and workplace equipment.

Maintain status for professional credentials.

Present a professional attitude and always wear professional attire.

Present a professional attitude and always wear professional attire.

Supervisory Responsibilities :

Manages and supervises Immigration staff as may be necessary

to accomplish program objectives. Responsible for the overall supervision and management,

coordination, and evaluation of staff. Carries out supervisory responsibilities in accordance with

organization's policies and procedures and under the direction of the Director. Responsibilities

include advertising for, interviewing, hiring, and training staff; planning, assigning and directing

work; appraising performance, addressing complaints, and resolving problems to the best of their

ability.

Qualifications :

To perform this job successfully, the individual must be able to perform each essential duty

satisfactorily. The requirements listed below are representative of the knowledge, skills, and / or

abilities required. Reasonable accommodations may be made to enable individuals with

disabilities to perform the essential functions.

• Bachelor' Degree or equivalent combination of education and experience.
• Previous Immigration experience preferred.
• Provide and maintain a current certification in First Aid and CPR.
• Provide and maintain a current Level One Fingerprint Clearance Card, clear the

Department of Economic Security Central Registry Background Check and a criminal

background and motor vehicle screening; must maintain valid AZ Driver's License, a

clear driving record and reliable transportation for the duration of employment.

• Notary Public Certification
• BIA (Board of Immigration Appeals) Recognition and Accreditation

Knowledge, Skills and Abilities :

Proficient computer skills and knowledge of Outlook and Microsoft Office Programs (i.e.

Word, Excel, PowerPoint).

• Excellent interviewing, perceptual, diagnostic and assessment skills.
• Ability to relate well with individuals of varied lifestyles, backgrounds and ethnicities.
• Experience in cultural diversity.
• Ability to assess individual's strengths and weaknesses.
• Experience in mediation and other interventions.
• Ability to participate as a member of a team, including collaboration, cross-training, and

mutual assistance.

• Ability to work independently with high initiative.
• Strong verbal and written communication skills including the ability to articulate

commitment to and passion for the Lutheran Social Services mission and refugee

resettlement in public venues.

Team player who takes initiative, demonstrated networker, and ability to work with

diverse populations cross culturally, cross faith traditions and cross programs.

Project management skills that include organizing, documentation, multi-tasking,

prioritizing and meeting deadlines.

Understanding and appreciation for a philanthropic culture and faith-based nonprofit

agencies.

Ability to travel in and out of state as requested by supervisor.

Language Skills :

Ability to communicate clearly. Ability to listen and perceive need. Ability to work with people

from diverse backgrounds non-judgmentally. Ability to effectively present and represent LSSSW and the program's needs to religious and community groups as well as others in the social

services community. Fluent in English, both spoken and written; bilingual ability in one of the

predominant languages of the local client base is preferred.

Mathematical Skills :

Ability to understand basic math and calculations.

Reasoning Abilities :

Ability to define problems, collect data, evaluate information, draw conclusions, and take

appropriate action based on this information. Ability and confidence to make decisions when

appropriate and when to solicit guidance.

Physical Demands / Work Environment :

The physical demands and work environment characteristics here are representative of those that

are needed 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 may be required to sit or stand for

long periods. The employee frequently is required to use hands to hold objects and

operate office equipment.

• The employee is required to be able to listen and communicate effectively.
• The employee may be required to occasionally lift and / or move +25 lbs.
• The noise level in the work environment varies with the activity level of the facility.
• The employee must be able to orientate and navigate well within the Program's

geographic boundaries, be willing to drive to client's home, and conduct home visit tasks

in client's home.

• Maintain valid AZ Driver License and reliable transportation.
• Ability to work within the mission of LSS-SW.

All positions at Lutheran Social Services of the Southwest require a background check.

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