Senior Case Manager & Resource Navigator

About The Khidmah Fund

The Khidmah Fund (TKF) is a national nonprofit charitable endowment (waqf) initiative created to provide compassionate, dignified, and timely support to eligible religious scholars, teachers, and imams in the Muslim-American community facing hardship. TKF is rooted in service (khidmah), respect and dignity (adab), and the dignity owed to those who serve our communities through teaching, guidance, counseling, and leadership.

TKF is building a confidential, peer-informed model of support. Through geographically distributed Regional Leads (individuals who refer eligible cases to case management) and a central case management function, TKF seeks to identify need discreetly, connect potential beneficiaries to available resources, document demand responsibly, and strengthen its capacity to support U.S.-based Muslim scholars, teachers, and imams facing hardship.

Position Summary

TKF seeks a highly experienced Senior Case Manager and Resource Navigator (“Case Manager”) to support its national case management and resource-navigation work. This will be the first role of its kind for the organization. This role requires at least 10 years of relevant experience and is designed for a seasoned professional who can operate independently, manage sensitive cases with discretion, coordinate across service systems, and help build TKF’s case management infrastructure. This is a part-time, grant-funded, U.S.-based, virtual role of approximately 10 hours per week. The position is funded for at least 12 months, with a strong possibility of extension subject to continued funding and organizational need.

The Case Manager will serve as TKF’s primary professional for intake, resource navigation, case accompaniment, referral coordination, and case tracking. The role is high-touch and will support potential beneficiaries by identifying needs, coordinating with Regional Leads, connecting individuals to public and community resources, helping complete and submit applications, following up with agencies and service providers, maintaining accurate records, and preparing anonymized data for internal learning and funder reporting.

This position does not provide legal, medical, clinical, financial, or religious advice. With discretion, kindness, patience, and care, the Case Manager will help beneficiaries understand available resources, organize next steps, and connect with appropriate agencies, providers, navigators, or community partners.

Position Details

Title: Senior Case Manager and Resource Navigator

Organization: The Khidmah Fund

Reports to: Executive Director

Schedule: Approximately 10 hours per week

Location: Virtual, U.S.-based

Classification: Part-time, hourly, exempt, subject to final HR and legal classification review

Compensation: $45 to $55/hour, depending on experience, equivalent to a $93,600 to $114,400 annualized full-time salary

Start Date: October 1, 2026

Duration: Grant-funded for at least 12 months, with a strong possibility of extension subject to continued funding and organizational need

Core Responsibilities

Confidential Intake and Case Triage

• Receive and organize confidential referrals from TKF Regional Leads and other approved intake channels.
• Conduct initial intake with compassion, discretion, and professionalism.
• Assess presenting need, urgency, geography, household context, documentation status, strengths, risks, eligibility factors, and available support options.
• Develop practical next steps with beneficiaries, including resource options, application needs, deadlines, and follow-up actions.
• Use senior-level judgment to triage urgency, identify escalation needs, maintain appropriate professional boundaries, and determine when a case requires referral to legal, medical, clinical, financial, or other qualified professionals.

Benefits Navigation, Case Accompaniment/Follow-Up, and Client Advocacy

• Provide high-touch, concierge-style support as beneficiaries navigate public benefits, community resources, healthcare systems, pharmacy assistance, rental assistance, food and nutrition programs, utility assistance, emergency aid, and other state, county, or local supports.
• Help beneficiaries understand eligibility requirements, complete forms, gather documents, submit applications, respond to agency requests, and monitor deadlines.
• Follow up with government agencies, healthcare providers, public benefit offices, nonprofit service providers, and referral partners on behalf of beneficiaries, as appropriate and authorized.
• Provide warm handoffs and advocate for beneficiaries while supporting their ability to navigate systems with confidence.
• Track application status, referral status, missing documentation, service access, barriers, and case disposition.
• Identify recurring resource gaps, eligibility barriers, and geographic patterns that can inform TKF’s assistance model.
• Manage complex cases with persistence and discretion, including cases involving multiple agencies, overlapping needs, unclear eligibility, incomplete documentation, or delayed responses.

Partnership Development and External Coordination

• Build and maintain working relationships with nonprofit organizations, government service staff, healthcare and pharmacy assistance providers, community resource organizations, and other relevant service partners.
• Research and vet community resources so referral information remains current, accurate, and relevant to beneficiary needs.
• Represent TKF professionally in external meetings, partner conversations, training sessions, and resource-navigation discussions, as assigned.
• Proactively engage community partners, including social workers, schools, public agencies, nonprofits, healthcare organizations, and local service providers, to improve referral pathways.
• Participate in relevant internal and community training to strengthen TKF’s resource-navigation and case management capacity.

Regional Lead Coordination

• Coordinate with TKF Regional Leads to clarify referral protocols, intake expectations, confidentiality practices, and follow-up procedures.
• Help Regional Leads understand what information is needed for a complete intake file.
• Support a consistent, dignified, and confidential referral experience across regions.
• Prepare brief updates for TKF leadership on Regional Lead engagement, referral patterns, service gaps, and implementation lessons.

Case Documentation, Compliance, and Records Management

• Maintain accurate, timely, and confidential case records using TKF’s approved case management or case-tracking system.
• Input case notes promptly and ensure beneficiary records are complete, accurate, organized, and consistent with TKF documentation standards.
• Track inquiries, referral source, geography, need type, urgency, documentation status, case disposition, referrals made, follow-up activity, and anonymized outcomes.
• Monitor case documentation, service records, and program compliance with TKF’s confidentiality, data-handling, and records protocols.
• Use case IDs and data-minimization practices to protect beneficiary identity.
• Support file reviews, quality assurance, and refinement of intake forms, disposition categories, and reporting templates.

Outcomes, Data, and Reporting

• Collect, analyze, and report program outcomes and beneficiary service data in a confidential and anonymized manner.
• Prepare anonymized case summaries that illustrate beneficiary needs, resource-navigation pathways, service barriers, and funding gaps.
• Support periodic reporting to TKF leadership and funders.
• Help TKF develop dashboards or summary reports showing inquiry volume, geography, need type, estimated assistance need, referral activity, case status, and referral outcomes.
• Identify lessons learned and recommend improvements to case management model based on observed service gaps, referral outcomes, documentation quality, and beneficiary experience.

Required Qualifications

• At least 10 years of relevant experience in case management, benefits navigation, housing stabilization, social services, community health navigation, resource referral, client advocacy, case accompaniment, or a related field.
• Professional or lived experience supporting individuals or families navigating financial hardship, housing instability, healthcare access barriers, public benefits, family hardship, emergency assistance, or other complex life circumstances.
• Demonstrated experience independently managing complex, sensitive, urgent, or high-need cases from intake through referral closure, service connection, or case disposition.
• Experience providing hands-on case accompaniment, including helping clients complete applications, gather documentation, communicate with service providers, and follow cases through to resolution or referral closure.
• Strong knowledge of public-benefit and community-resource systems, such as rental assistance, food and nutrition programs, healthcare coverage, medical assistance, pharmacy assistance, utility assistance, emergency aid, and local nonprofit services.
• Experience using public-benefit, housing, healthcare, or social-service portals and online forms on behalf of clients, including clients facing technology, language, documentation, or accessibility barriers.
• Experience conducting intake, assessing needs, developing practical service plans, documenting cases, coordinating referrals, and monitoring case progress.
• Experience researching, vetting, and maintaining accurate referral resources across public-benefit programs, nonprofit providers, healthcare resources, and community services.
• Experience building or maintaining working relationships with service providers, community organizations, government agencies, healthcare providers, or other referral partners.
• Experience developing guidance materials, training colleagues or partners, or supporting consistent intake, referral, and documentation practices across a distributed team or partner network.
• Experience improving or building case management workflows, intake processes, service plans, referral protocols, documentation systems, or reporting practices.
• Experience reviewing case files, case notes, service records, or referral documentation for completeness, quality, confidentiality, and compliance with program standards.
• Experience preparing accurate case summaries, service data, program updates, or reports using de-identified or confidential client information.
• Demonstrated ability to exercise sound judgment in ambiguous situations, including when to escalate, when to refer to licensed professionals, and how to preserve confidentiality while coordinating with outside providers.
• Experience using trauma-informed, strengths-based, and culturally responsive communication, including rapport-building, de-escalation, and conflict-resolution skills with individuals or families navigating stressful or sensitive circumstances.
• Experience working with culturally, religiously, or reputationally sensitive communities, including the ability to serve clients with discretion, humility, and respect for community leadership contexts.
• Ability to communicate clearly, tactfully, and effectively, verbally and in writing, with beneficiaries, Regional Leads, staff, donors, vendors, service providers, and other stakeholders.
• Ability to work well in an unstructured, collaborative, and early-stage environment while independently managing a multi-faceted workload.
• Strong organizational skills and attention to detail, including the ability to prioritize, problem-solve, manage time effectively, and work flexibly in a fast-moving environment.
• Proficiency using case management systems, spreadsheets, secure document tools, online forms, resource directories, organizational databases, and standard office productivity platforms.
• Strong commitment to confidentiality, discretion, respectful service, and professional boundaries.
• Sound judgment, humility, emotional intelligence, and respect for religious, cultural, family, financial, and community leadership contexts.
• Ability to pass background checks, as required.

Preferred Qualifications

• Bachelor’s degree in social work, public health, human services, psychology, nonprofit management, public administration, or a related field.
• MSW, MPH, MPA, counseling, human services, or related graduate training.
• Experience working with Muslim communities, faith-based organizations, religious leaders, educators, or nonprofit service networks.
• Professional or lived experience in at least two of the following areas:
  • Housing instability, rental assistance, subsidized housing, or housing authority processes.
  • Food and nutrition benefits, including SNAP or comparable state-administered programs.
  • Cash assistance, TANF, Medicaid, or other public benefit systems.
  • Healthcare access, medical assistance, pharmacy assistance, or patient navigation.
  • Pharmacy assistance, prescription assistance, or medication-access programs.
  • Family services, household-stability support, or complex family hardship.
  • Crisis response, emergency assistance, or urgent needs navigation.
  • Domestic violence protections, family safety planning, or survivor support referrals.
  • Child welfare, family services, or household-stability support.
  • Substance use, relapse, behavioral health, or peer-support contexts.
• Familiarity with tools such as CharityTracker, Findhelp, 211, Salesforce, Apricot, Airtable, Google Workspace, Microsoft Office, or comparable systems.
• Experience preparing funder-facing reports, dashboards, program learning memos, or donor-facing summaries.
• Bilingual or multilingual abilities preferred.

Desired Attributes

• Discreet and trustworthy.
• Compassionate without being intrusive.
• Organized and detail-oriented.
• Calm under pressure.
• Persistent in follow-up without being forceful.
• Clear about professional boundaries.
• Comfortable with ambiguity and early-stage systems.
• Able to translate complex resource systems into clear next steps.
• Skilled at helping people complete practical tasks during stressful circumstances.
• Skilled at building relationships with community partners and service providers.
• Respectful of scholars, teachers, imams, Regional Leads, families, and community stakeholders.
• Committed to preserving dignity while improving access to support.

What Success Looks Like

By the end of the initial 12-month grant-funded period, the Case Manager will have helped TKF:

• Establish a functioning confidential intake and case-tracking process.
• Support Regional Leads with clear referral expectations.
• Provide hands-on support to beneficiaries through application submission, provider follow-up, documentation requests, and case disposition.
• Connect potential beneficiaries to relevant public and community resources.
• Help beneficiaries successfully access public or community resources, where feasible.
• Build working relationships with service providers and referral partners.
• Maintain current, accurate, and relevant referral resources.
• Track case inquiries, need categories, geography, referrals, outcomes, and dispositions.
• Maintain timely, complete, and accurate case notes and service records.
• Identify recurring barriers and unmet needs.
• Prepare anonymized case summaries and program data.
• Strengthen TKF’s case management model by identifying workflow improvements, recurring service gaps, escalation needs, and partnership opportunities.

How to Apply

Please submit:

• A resume.
• A cover letter with a statement of interest (optional: video cover letter). The statement of interest should describe your relevant case management, how your qualifications match the stated required and preferred qualifications, and explain why TKF’s mission is meaningful to you.
• Responses to the following seven (7) questions (typed in a single document and uploaded):

1. Please describe one complex case that you personally managed from intake through resolution or closure. What did you do yourself, and what was the outcome? Please describe your own actions rather than the work of your team or organization. Limit: 150 words.
2. Give an example of a time when simply referring a client to a resource was not enough. What additional steps did you take to help the person access the assistance? Please describe your own actions rather than the work of your team or organization. Limit: 125 words.
3. A client has an urgent financial need, incomplete documentation, and is uncomfortable sharing personal information. Briefly describe how you would proceed. Limit: 125 words.
4. Describe a case in which you encountered a barrier, denial, unresponsive provider, or other dead end. What did you do next? Please describe your own actions rather than the work of your team or organization. Limit: 125 words.
5. What information do you consider essential to document in a case record, and what information would you avoid recording unless necessary? Limit: 100 words.
6. Approximately how many years have you independently managed complex client cases involving multiple needs, services, or benefit systems? Briefly describe the nature of that caseload. Limit: 75 words.
7. What is one aspect of your background or approach to case management that would not be apparent from your résumé, but would make you particularly effective in serving individuals experiencing sensitive personal or financial hardship? Limit: 100 words.

Applications will be reviewed on a rolling basis.

The Khidmah Fund is committed to building a respectful, mission-aligned, and confidential service model. Candidates from diverse backgrounds and candidates with experience serving faith-based, immigrant, low-income, or community leadership populations are encouraged to apply.

The Khidmah Fund is fiscally sponsored by The Community Impact Fund.

Preferred bilingual or multilingual in Arabic and/or South Asian language(s). Please note that although bilingual/multilingual is desired, utmost priority will be given to areas identified in Required Qualifications followed by those identified in Preferred Qualifications.