Director, Service Referrals and Post-Relocation Support

Director, Service Referrals and Post-Relocation Support 

Reports to: Chief Programs Officer

Location: U.S. or Canada 

Employment Type: Full-time, Permanent (40 hours/week)

Start Date: February 15, 2026

About Rainbow Railroad

Rainbow Railroad is an international non-profit organization that helps LGBTQI+ people facing persecution find pathways to safety. Since our founding in 2006, we have supported over 40,000 at-risk LGBTQI+ people and have become a global leader in advocating for LGBTQI+ rights within the context of forced displacement. We work at the intersection of LGBTQI+ identities and forced displacement as direct service providers, advocates, thought leaders, and movement strategists. Our mission is guided by a commitment to becoming a refugee-led and refugee-informed organization, centering the voices, leadership, and experiences of forcibly displaced LGBTQI+ people.

Rainbow Railroad is a registered charity in Canada and a U.S. 501(c)3 organization with offices in Toronto and New York.

Position Overview

The Director, Service Referrals and Post-Relocation Support will lead a team responsible for helping LGBTQI+ asylum seekers and refugees rebuild their lives after relocation. This role oversees the implementation of post-relocation programs in Canada and the United States, including the Housing and Livelihood Assistance Program and Community Support Team network, while leading the development of new post-relocation ecosystems in Europe. The Director also manages Rainbow Railroad’s Information and Service Referrals portfolio, which connects at-risk LGBTQI+ individuals globally with verified, life-saving support and resources.

This is a mid-level leadership position requiring both strategic oversight and operational involvement. The Director will provide oversight and quality assurance for global service referrals; recruit, train, and manage Community Support Teams; manage housing, livelihood, and post-relocation case support; and ensure the effective use of Salesforce for client and program data. They will also champion the integration of trauma-informed and refugee-led approaches across all service delivery areas.

Key Responsibilities

Program Leadership and Oversight

• Oversee the implementation of post-relocation programs in Canada and the U.S., ensuring high standards of quality, safety, and consistency.
• Manage the Housing and Livelihood Assistance Program.
• Lead the design and establishment of post-relocation ecosystems and partnerships across Europe.
• Oversee the Information Services and Referrals portfolio, ensuring timely, ethical, and effective service delivery.
• Lead the implementation of pre-relocation support strategy, including country-specific service mapping and information packages and referrals for medical, psychosocial, legal, and protection needs identified in countries of residence and/or transit.
• Collaborate with the Chief Programs Officer to define strategic priorities, budgets, and performance targets.
• Integrate trauma-informed, refugee-led frameworks into all program design, delivery, and evaluation.

Volunteer Recruitment, Training, and Management

• Recruit, train, and manage volunteers delivering direct support through Community Support Teams in select cities.
• Provide strategic oversight and quality assurance for all Community Support Teams, ensuring consistent delivery and adherence to program standards.
• Develop volunteer training and supervision frameworks rooted in trauma-informed practices.
• Oversee volunteer performance, retention, and coordination through Salesforce.

Casework Oversight and Support

• Supervise volunteers managing client casework, ensuring adherence to protocols and safeguarding policies.
• Maintain a caseload of complex or high-need clients.
• Oversee case documentation and data management in Salesforce.
• Build partnerships with housing, employment, and psychosocial support providers to deliver wrap-around care.

Information Services and Referrals

• Oversee the Information Services and Referrals portfolio, ensuring coordination across departments.
• Lead the development and maintenance of country-specific service maps and partnerships with medical, psychosocial, legal, protection, and community-based providers in countries of residence and/or transit.
• Work with Directors of Intake, ETS, and Resettlement Pathways to identify pre-relocation needs, align referral pathways, and support cross-program resource sharing.
• Oversee the creation and updating of information packages and referral tools, ensuring alignment with casework needs and pre-departure requirements.
• Develop and implement standardized referral and information-sharing SOPs; provide staff guidance on protocols, safeguarding, and documentation standards.
• Ensure all referrals and information-sharing interactions are accurately captured in Salesforce and regularly review outcomes to identify gaps, risks, and opportunities for improvement.

Operational Excellence and Team Leadership

• Supervise and provide leadership to staff and interns working on service referrals and post-relocation support.
• Work with the Monitoring, Evaluation, and Learning (MEL) team to define and track portfolio-related outcomes and impact in Salesforce.
• Provide coaching, sponsorship, mentorship, and professional development guidance to officers and senior officers.
• Contribute to a healthy and desirable team culture by modeling collaborative and inclusive leadership practices.
• Ensure effective work planning, delegation, and regular performance feedback for staff under your leadership that is aligned with organizational policies, priorities, and capacity.
• Collaborate with the Chief Programs Officer to identify opportunities for team growth, resource allocation, and skill development.
• Manage team budgets, contracts, and deliverables.

• Develop standardized frameworks for programs within the service referrals and post-relocation support portfolio.
• Document program models, outcomes, and best practices for organizational learning.

Required Skills and Experience

• 4-6 years of progressive experience in refugee resettlement, migration, or LGBTQI+ direct service delivery.
• Demonstrated success in program implementation, volunteer management, and casework supervision.
• Proven experience with direct service delivery.
• Advanced Salesforce competence, including case management, reporting, and data analysis.
• Strong understanding of trauma-informed and refugee-led practices.
• Proven leadership and team management experience.
• Skilled in operational systems design, budgeting, and performance management.
• Excellent organizational and communication skills.
• Familiarity with post-relocation integration systems in North America; experience in European program development an asset.

Application Details

Application Deadline

January 2, 2026

Compensation Package

$90,000 CAD/ USD starting salary plus a comprehensive benefits package including HSA, health and dental insurance, three weeks’ vacation, 16 wellness days, and a two-week holiday closure at the end of the year.  

Application Process

Please submit your application through the portal link here in Collage

Rainbow Railroad is dedicated to building an organization that reflects the diversity of the communities we serve. This includes diversity across race, ancestry, culture, languages spoken, immigration status, age, disability status, sexual orientation, gender identity, gender expression, and socioeconomic background. Requests for accommodation due to disability can be made at any stage in the recruitment process. Please email hire@rainbowrailroad.org for inquiries.