Information and Referral Specialist

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.

The Information & Referral Specialist serves as the frontline point of contact for community members accessing the trust-centered helpline. Specialists respond to calls in multiple languages, offering accurate, empathetic information and connecting clients with verified resources when available. This role emphasizes trust-building with immigrant and refugee communities, while upholding data privacy, maintaining low-barrier access, and ensuring accurate documentation of the necessary interactions.

Major Responsibilities:

•    Answer inbound calls, respond to inquiries, and provide referrals using approved scripts and FAQs.
•    Deliver accurate, culturally and linguistically responsive information to clients.
•    Ensure strict compliance with data protection policies 
•    Document service interactions in the system for quality and reporting purposes (within approved limits).
•    Escalate complex cases or unclear questions to the Program Coordinator or technical advisors.
•    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 helpline.
•    Comply with all IRC policies, procedures and protocols including adherence to the IRC Way and Child and Adult Safeguarding. 
•    Other related duties as assigned.

Key Working Relationships: 
Position Reports to:  Information and Referral Coordinator 
Position directly supervises:  None
Other Internal and/or external contacts:
Internal: Deputy Director for Programs, Technical Advisor, Signpost Team

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 supervising case management or social service teams with asylum seekers and humanitarian migrants or refugees. 

Demonstrated Skills and Competencies:
•    Language proficiency in English and at least one additional language commonly spoken in Washington immigrant communities (Spanish, Portuguese, Arabic, Swahili, Dari, 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 customer service, call centers, community outreach, 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:  
•    Standard, professional office environment and field work
 

Compensation: (Pay Range: $27.00 - $29.00) Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements.

Standard of Professional Conduct: The IRC and the IRC workers must adhere to the values and principles outlined in the IRC Way – our Code of Conduct. These are Integrity, Service, Accountability, and Equality.

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US Benefits: We offer a comprehensive and highly competitive set of benefits. In the US, these include: 10 sick days, 10 US holidays, 20-25 paid time off days depending on role and tenure, medical insurance starting at $143 per month, dental starting at $6.50 per month, and vision starting at $5 per month, FSA for healthcare and commuter costs, a 403b retirement savings plans with immediately vested matching, disability & life insurance, and an Employee Assistance Program which is available to our staff and their families to support counseling and care in times of crisis and mental health struggles. 

Equal Opportunity Employer: IRC is an Equal Opportunity Employer. IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status, disability or any other characteristic protected by applicable law.