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Director, Intake, Information Services and Referrals

Toronto, Ontario
7+ years
Full time, Permanent
$80,000-$102,000 CAD per year plus competitive benefits package

About us 

Rainbow Railroad is an international organization, based in both Canada and the United States, whose mission is to help LGBTQI persons in danger find safety. Our goal is a world free of persecution based on sexual orientation, gender identity or sex characteristics. Until then, we provide solutions for individuals in immediate danger of persecution or violence amidst a global refugee crisis. In partnership with a global network of LGBTQI organizations and human rights defenders, we coordinate directly with individuals experiencing violence to get them out of harm’s way. Around the world, we are recognized for our efforts to support and protect the thousands of LGBTQI people living in countries which criminalize their existence. 


The Role: 

The Intake team is the first point of contact for case individuals seeking help from over 140 countries around the world. Reporting to the Head of Programs, the Director of Intake and Information Services and Referrals will be centrally tasked with revolutionizing our case intake system to meet the demands of our requests for help numbers and scaling our wellbeing programming after its pilot year. 


Key Accountabilities: 



  • Leads and manages the Intake and Information Services and Referrals team
  • Supports in recruitment and training of new staff working under the portfolio
  • With the support of the Head of Programs, initiate and set goals for the team according to Rainbow Railroad’s strategic objectives
  • Reports on budget, impact and progress, and risk to the Head of Programs

Case Work 

  • Oversees comprehensive strategy for intake, verification and case work triage for all partner referred cases and cases of high political importance
  • Strategizes case workflow between themselves and other members of the intake team to ensure effective and efficient case processing by creating prioritization structures and systems
  • In coordination with the Director of Emergency Travel Support and Cash Assistance Programs, provides responsive guidance to intake frontline staff on queue management in relation to emergent pathways

Revolutionizing Intake Process 

  • Liaise with internal systems expertise to design and implement improvements to automated case work starting at the intake level and working with other Directors finding synergies across all programs and stages of case work 
  • In alignment with programs policies and procedures mapping, created guidelines to standardize our verification and triaging processes to be efficient and queer in all aspects of design and implementation 
  • Creates a communication strategy where CIs feel more involved in their process and are aware of the status of their cases
  • Design improvements to our request for help process, inclusive of the web form, partner referrals and communication with referring agents such as governments, donors, and well-wishers
  • Research and assess options for future systems and tools to improve case workflow, reach and communication (including engaging external consultancy where/if necessary)

 Information Services and Referrals 

  • Oversees design of wellbeing programming, including mapping and integration of Global South partner capacities
  • Reports on impact of program 
  • Lead creation of policies and procedures for intake related to wellbeing programming
  • Position Rainbow Railroad in international fora that support the development of the programming 
  • Create external communications materials and articulation of program expansion plans 

Staff Support and Supervision

  • Manage and supervise staff to set strategic goals with clear outcomes and deliverables, and support a values-based organization and team culture that makes Rainbow Railroad a great place to work including supporting professional development and growth



  • University degree in a relevant field and/or demonstrated relevant experience, applicants with advanced training in social work preferred
  • 7+ years professional experience in developing, implementing and managing client intake and/or case work systems. Experience working with refugees, asylees and forced migrants is preferred
  • Technical training and/or experience in assessment and triaging of refugee claims and/or case management
  • Knowledge of and experience with pathways for refugees, asylees, and migrants (ie. complementary pathways, in-land claims processes in western European countries etc.)
  • Lived experience as a migrant, refugee, or forcibly displaced person will be considered as a form of experience as it relates to the role
  • Demonstrated experience in program design, strategy and budget management
  • Calm under pressure, able to manage multiple competing priorities and work under external pressures with an eye for quality output
  • Organized and keen attention to detail
  • Strong written and oral communications skills
  • Excellent problem-solving skills
  • Ability to work effectively in a dynamic environment independently and as part of a team
  • Commitment and support of the LGBQTI community in Canada and internationally
  • Familiar with office suite, including Google Apps, Mac, Salesforce, Slack, Monday, Trello
  • Flexibility to respond to short deadlines when needed
  • Organized and able to create structures and processes for work efficiency
  • Ability to effectively motivate, train, and supervise staff and establish an operational environment that promotes excellence, leading practice, and engagement
  • Extensive knowledge of issues facing 2SLGBTQI communities, including LGBTQI+ refugees, preferably gained through lived experience.
  • Knowledge of applicable legislation (Occupational Health and Safety Act, Human Rights Code, Privacy Legislation etc.)


This role may require some travel internationally – the ability to travel internationally is required.


Application Deadline – January 30, 2023 @ 5:00pm

Length of Contract – Full-Time, Permanent

Hiring Salary – $80,000-$102,000 CAD per year plus competitive benefits package.

Location – Toronto Office


Please forward your cover letter and resume to Include the exact job title in the subject line of your email or complete the form here through our website.

We thank all applicants for their interest in this position however we will only be contacting those selected for interviews.

Rainbow Railroad is dedicated to building an organization that reflects the diversity of the communities we serve. This includes diversity in languages spoken, culture, race, sexual orientation and gender identity.

In accordance with Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act, 2005, accommodation will be provided in all parts of the hiring process. Applicants need to make their needs known in advance.


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