Community Specialist – Immigrant & Refugee Support

About the role

The Community Specialist supports immigrant and refugee communities by providing trusted, culturally‑responsive information and connecting users with verified resources. Working within the International Rescue Committee’s information hub, you will be the first point of contact for inquiries and help build trust through trauma‑informed outreach.

Key responsibilities

• Answer inbound calls, social media, and text inquiries in multiple languages using approved scripts and FAQs.
• Document interactions in the Zendesk system while ensuring compliance with data‑protection policies.
• Escalate complex cases to the Program Manager or technical advisors.
• Conduct regular in‑person outreach events at nonprofit organizations, resource fairs, and community initiatives.
• Assist in developing and maintaining a service map on the program’s website via Zendesk.
• Support the vetting of new community resources, ensuring multilingual, trauma‑informed, and low‑cost service criteria.

Required profile

• Strong commitment to equitable access to information for immigrant and refugee populations.
• Excellent communication skills with the ability to respond sensitively to trauma‑informed needs.
• Ability to work collaboratively with program managers, technical advisors, and community partners.

Required skills

• Proficiency with Zendesk or similar ticketing platforms.