Reports to: Deputy Director of Monitoring & Evaluation, Home Study and Post Release Services

Location/ Work Arrangement: Anywhere in the US/ Remote  

Salary Minimum:$52,800 Salary Maximum:$66,000 

 

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. Join us in this life-changing work.   

 

The Children’s Services Department, which includes the Home Study and Post Release Services Program, is driven by a mission that promotes the safety and well-being of unaccompanied children as they reunify with their families across the United States.  As a department, our approach to care is through a child-centric, culturally competent, and trauma-informed lens that empowers the children and families we walk alongside.  To fulfill our mission, we employ shared guiding principles of integrity, compassion, cooperation, accountability and belonging.  The Children’s Services Department launched inaugural programming to serve unaccompanied children in 2021.  In 2024, we are grateful to partner with an affiliate network, both CWS local offices and other non-profit organizations across 23 locations in the United States to support Unaccompanied children as they are released from the Office of Refugee Resettlement. Through funding from the Office of Refugee Resettlement (ORR), CWS provides services to unaccompanied children (UC) through the Home Study (HS) and Post Release Service (PRS) program.

Imagine waking up every morning with the chance to change someone's life. Imagine knowing your efforts will benefit both your career and our neighbors around the world. At CWS, our team knows they are making a difference every day. Whether you're in our U.S.-based offices supporting refugees, asylees or unaccompanied children ... implementing hygiene initiatives in Cambodia or rebuilding projects in Central America ... or even connecting remotely from your home on fundraising campaigns, grant reports, or critical communications - you have the opportunity to work towards a world where everyone has food, a voice and a safe place to call home.

As part of the Children’s Services Department and as a member of the HSPRS’ M&E unit, the Program Quality & Feedback Associate is responsible for the assessment of service delivery and client experience.  The position works in close collaboration with the Department’s Program units, the HSPRS Provider network and beneficiaries.

Quality Assurance:

• Provide support to Deputy Director, Monitoring and Evaluation, and Senior M&E Officers with oversight of and upgrades to service quality assurance and service delivery assessment tools.
• Conducting quality assurance calls with beneficiaries to inquire about their experience with our services and suggestions for program improvement paying close attention to high-need cases, including but not limited to TVPRA cases, trafficking and labor exploitation cases, tender age children, and pregnant and parenting UCs, looking at service compliance and best practices implementation
• Conducting follow up with unable to contact and declined services closures to ensure that proper program protocols are being followed
• Stays abreast of best service delivery practices and policies to inform program’s service protocols, policy and procedures
• Identify service quality issues, inform appropriate stakeholders and recommend solutions, as appropriate
• Assist with data inputs to Survey Monkey, Canva, and others tools

 

Beneficiary Feedback: 

• Collaborates with the Quality Assurance & Beneficiary Feedback Officer to conduct inquiries (calls, surveys, focus groups) that are culturally responsive, strengths based, and trauma informed
• Collaborates with the Quality Assurance & Beneficiary Feedback Officer to ensure effective systems and methodologies to collect, analyze, and disseminate program participant input.
• Supports the Quality Assurance & Beneficiary Feedback Officer to implement beneficiary feedback tools and platforms including but not limited to focus groups, questionnaires, and surveys. Incumbent will implement surveys through various methods including electronic delivery (text/email) and in-person activities such as focus groups.
• Collects and organizes program participant feedback data within established tools
• Support the national team in launching focus groups in pilot sites to inform the next stage of the initiative by years end.
• Collecting program participant feedback and feedback from participating sites across the network.
• Using approved curriculum, train participating HSPRS sites on how to solicit program participant feedback in an ethical and effective manner. Incumbent may deliver training material to participating HSPRS sites either in person or virtually.
• Ensure compliance with CWS data privacy policy

Education & Certifications:

 

• • Bachelor’s degree in social work, applied social sciences or similar field required.

 

Experience:

• Minimum of 4 years of Social Services, non-profit industry or similar experience required
• Minimum of 1-2 years of Quality assurance and program compliance required
• Applied social research (preferred but not required)
• Working with vulnerable immigrant populations and children highly preferred

 

Skills:

• Familiarity with program participant feedback mechanisms, and strong analytical/problem-solving and decision-making skills
• Familiarity with the social service / non-profit and industry and how data in these areas is defined, collected, and used
• Proficiency in Microsoft Excel (including knowledge of data organization and validation tools, formulas and functions, charts and graphs, and dashboard creation).
• Working knowledge of data visualization tools such as Canva (preferred) and Survey Monkey
• Strong verbal and written communication
• Bilingual English/Spanish Required
• Good project/time management and teamwork skills
• Detail oriented
• Must be able to identify, analyze and address problems to resolve issues whenever possible in a way that minimizes negative impact and risk to the organization.
• Strong analytical skills/problem-solving/conceptual thinking
• Motivated and willing to learn
• High level of competency in working with a diverse team with varying communication styles
• Organized and ability to work in a fast-paced, high-pressure environment

• Able to sit for an extended period in an office setting. Reasonable
• accommodations may be made to enable individuals with disabilities to
• perform the essential job functions.
• Remote position. Must be U.S. based and have access to reliable internet
• and reasonable proximity to airport
• Standard work hours with occasional evening or weekend assignments
• Ability to work in a multi-cultural environment
• Successfully pass PREA, FBI, Motor Vehicle Records and Child Abuse and
• Neglect Checks.
• Occasional travel for in-person meetings, events and conferences several times a year.
• Occasional visit to provider location for on-site training and support.
• Commitment to diversity, equity, and inclusion and willingness to support CWS’ Platform on Racial Justice as a CWS employee required.

 CWS offers a competitive benefits package that includes:    
- 403 (b) Retirement Plan                                               
- Medical, Dental and Vision Insurance                                                  
- Generous Paid Time Off (18 Paid Days Off; 24 Days after 2 Years)  
- 14 Official Holidays  
- 12 Sick Days Off (Accrued monthly)                                      
- Life Insurance and AD&D                                             
- Long Term and Short-Term Disability                                                  
- Employee Assistance Program (EAP)                                                  
- Health Savings Account                                               
- Flexible Spending Accounts
-
$250 professional development stipend (also can be applied to relevant
professional licensure)

- Internet Reimbursement