The Children’s Services Department (CSD), 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-responsive 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 2025, in partnership with the Office of Refugee Resettlement (ORR), CWS provides home study and post release services throughout the United States.

This is a temporary position for approximately three (3) months. The assignment may end early or be extended predicated on program needs. 

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 a member of the HSPRS Monitoring & Evaluation (M&E) unit, the Quality Assurance & Program Participant Feedback Officer plays a key role in assessing service delivery and program participant experience. The Officer works closely with the Deputy Director for M&E and provides support to Senior M&E Officers and the Program Implementation team in executing quality assurance assessments. When needed, the Officer conducts targeted reviews to address potential compliance issues and concerns related to program participant experience.

The position promotes compliance with donor and CWS policies with the ultimate goal of surpassing contractual requirements to foster safety, well-being, and stability of UAC in the U.S. An important prerequisite for this position is the ability to work collaboratively as part of a team in a collegial manner and to work independently to carry assignments through to completion. Some domestic travel is required.

Quality Assurance:

• Maintain current knowledge of ORR and CWS policies and procedures for Home Study (HS) and Post-Release Services (PRS).
• Respond promptly to policy changes, ensuring timely integration into Monitoring & Evaluation (M&E) and Quality Assurance (QA) activities.
• Support the Deputy Director of M&E and Senior M&E Officers in maintaining QA and service delivery assessment tools.
• Collect, analyze, and track service delivery data to monitor compliance and implementation of best practices.
• Evaluate compliance and best practice implementation, with emphasis on high-need cases (e.g., TVPRA, trafficking and labor exploitation, tender-age children, pregnant and parenting UACs).
• Monitor and evaluate no-contact and declined-service closures to ensure adherence to program protocols and identify opportunities to improve client engagement.
• Assist in developing, maintaining, and refining quality assessment and data visualization tools.
• Create and update coding frameworks and metrics for qualitative data to track service delivery objectives and impact.
• Stay informed on emerging best practices and policies to guide program protocols and procedures.
• Conduct electronic QA activities, including client file reviews, to assess service quality and program impact.
• Conduct QA calls and other program participant feedback activities (e.g., surveys, interviews, focus groups) with children and families.

Program Participant Feedback

• Contribute to strategies for collecting program participant feedback across the HSPRS Program Implementation teams.
• Collaborate with M&E and Program Implementation to design and implement feedback tools (e.g., focus groups, questionnaires, surveys).
• Conduct QA calls with program participants to gather feedback on their experience and service delivery.
• Develop and maintain culturally responsive, strengths-based, and child-centered methodologies for collecting and analyzing feedback.
• Partner with leadership and program implementation teams to identify trends and challenges that inform service delivery.
• Support creation and delivery of trainings on effective practices for soliciting program participant feedback.
• Provide technical assistance to HSPRS case management and program implementation teams on feedback initiatives.
• Represent Children’s Services in interagency working groups focused on program participant feedback.

Other Responsibilities

• Serve as a mandated reporter, ensuring compliance with CWS reporting protocols for suspected abuse and neglect.
• Perform other duties as assigned.

Experience

• Minimum 5 years in quality assurance and program compliance (required).
• Applied social research experience (preferred).
• Background in social services and non-profit sectors (required).
• Experience working with immigrants and children (highly preferred).

Skills

• Strong knowledge of research methods, data analysis (quantitative and qualitative), and problem-solving.
• Familiarity with qualitative coding and analysis techniques.
• Excellent verbal and written communication skills.
• Bilingual in English and Spanish required.
• Strong project management, time management, and teamwork abilities.
• Detail-oriented, organized, and able to work in fast-paced environments.
• Proactive, motivated, and adaptable with strong conceptual thinking skills.
• Ability to identify and resolve issues to minimize organizational risk.
• Competence in collaborating with diverse teams and communication styles.

Education & Certifications

• Bachelor’s degree in social work, applied social sciences, or related field (required).

• Able to sit for an extended period.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.
• Remote position must have access to reliable internet and appropriate workspace.
• Standard work hours with occasional evening or weekend assignment.
• Successfully pass Motor Vehicle Records, SEA, FBI, and Child Abuse and Neglect Checks and federal Suitability Determination by third party vendor (not affiliated with CWS).
• Valid driver’s license, personal vehicle, and insurance required.
• Reasonable proximity to airport for work-related travel (in-person monitoring, network conference, technical visits, program retreat, etc.).