What voluntary agencies do in refugee resettlement

Voluntary agencies—often called VOLAGs—are private nonprofit organizations that contract with the U.S. Department of State and Department of Homeland Security to resettle refugees and certain entrants. They do not decide who enters the country; the government does that. Instead, VOLAGs handle the practical work of resettlement: finding housing, connecting people to job training, arranging medical exams, and linking families to local services like schools and food information.

The largest VOLAGs include the International Rescue Committee, Lutheran Immigration and Refugee Service, World Relief, Church World Service, and Hebrew Immigrant Aid Society. Smaller regional organizations also hold contracts. When a refugee or entrant arrives at a U.S. airport, a VOLAG assigned to that city is responsible for meeting them, providing initial housing, and helping them understand how to access benefits and services during their first months.

This work is funded through government contracts, not charity. The State Department reimburses VOLAGs for specific costs—housing for the first 30 to 90 days, case management, orientation—according to a set rate per person. VOLAGs also raise private donations to extend services beyond what the government contract covers, such as longer-term job placement or mental health counseling for trauma survivors.

Key Takeaways

  • Voluntary agencies are the organizations that meet refugees at the airport, provide initial housing, and connect them to local services during their first months in the United States.
  • VOLAGs work under contract with the U.S. Department of State and Department of Homeland Security, not as independent charities, though they also raise private funds to expand services.
  • The specific VOLAG serving your city depends on which organization holds the resettlement contract for that area, and you can find yours by contacting your local refugee resettlement office or calling 211.
  • VOLAGs help people understand their rights, including the right to refuse services, to know what benefits they may receive, and to access interpreters during appointments.
  • Services vary by VOLAG and by funding available, so what one organization offers in housing support or job training may differ from another.

The services a VOLAG provides during the first 90 days

When a refugee or entrant first arrives, the assigned VOLAG typically provides temporary housing—usually an apartment or shared house—for 30 to 90 days. The organization pays the landlord directly. During this period, the VOLAG assigns a case manager who helps the person understand the resettlement process, locate permanent housing, and begin looking for work.

Case managers also arrange medical screening, including a physical exam and tuberculosis test, which are required by law. They help people register for Social Security numbers, state identification, and driver's licenses. They connect families to schools for children and explain how to enroll in programs like SNAP (food information) or Medicaid if the person meets income requirements.

VOLAGs provide or arrange orientation on U.S. laws, workplace safety, and how to use public transportation. Many offer English classes, either directly or through referral to community colleges or adult education programs. Some VOLAGs employ interpreters; others contract with interpretation services. The length and depth of these services depend on the VOLAG's funding and staffing.

How VOLAGs connect people to longer-term support

After the initial 90-day period, the VOLAG's direct financial support typically ends, but the organization often continues to refer people to community resources. This is where the VOLAG's role shifts from direct service to navigation. A case manager might connect a person to a job training program run by a community college, a mental health clinic, a legal aid organization, or a mutual information association—a community group run by people from the same country or ethnic background.

Mutual information associations are important partners. They often provide cultural orientation, help with language barriers, and peer support. Many are staffed by people who themselves came through resettlement and understand the experience. VOLAGs maintain lists of these organizations and can explain which ones serve specific communities.

Some VOLAGs have funding to provide extended services—job placement information, vocational training, or help with housing deposits for permanent apartments—but this varies widely. A person in a city with a well-funded VOLAG may receive six months of job coaching; someone in another city may receive referrals only. Asking the case manager directly what services are available beyond the initial period is important.

Understanding your rights when working with a VOLAG

Refugees and entrants have the right to know what services are being offered and to refuse services without losing access to government benefits. A VOLAG cannot force someone to attend English class, take a specific job, or move to a particular neighborhood. The case manager must explain options and listen to the person's preferences and concerns.

You have the right to an interpreter during all appointments and services. If the VOLAG does not provide one, you can request one and the organization must arrange it or explain why it cannot. You also have the right to ask questions about benefits, programs, and next steps. If you do not understand something, asking the case manager to explain it again or in writing is reasonable.

If you believe a VOLAG has treated you unfairly or denied you a service you are may have access to to, you can file a complaint with the VOLAG's management, with your state refugee coordinator (usually in the state health or human services department), or with the U.S. Department of State's Bureau of Population, Refugees, and Migration. Your case manager should be able to tell you how to file a complaint.

How to find the VOLAG serving your area

The easiest way to find your local VOLAG is to call 211—a free helpline that connects people to local services. Tell them you are a refugee or entrant and they will tell you which organization serves your city. You can also contact your state's refugee coordinator, usually located in the state health department or human services agency. The coordinator's office maintains a list of all VOLAGs working in the state and can answer questions about services.

If you have already been assigned to a VOLAG, your case manager's contact information should be in the paperwork you received when you arrived. If you have lost that information or need to verify which organization is serving you, calling 211 or your state coordinator will get you an answer quickly.

Different VOLAGs have different websites, phone numbers, and office hours. Some have staff who speak your language; others rely on interpreters. Asking when you call whether the office has someone who speaks your language can help you prepare for the conversation.

What happens if you disagree with your VOLAG's plan

Your case manager will develop a resettlement plan with you—a document that outlines goals for housing, employment, and services. This plan should reflect your input. If you disagree with the plan or believe it does not match your needs or preferences, you can ask to revise it. The case manager should listen and make changes if they are reasonable.

If the VOLAG is pushing you toward a job you do not want, housing in a neighborhood you are uncomfortable with, or services you do not need, you can say no. Refusing does not mean you lose your benefits or your right to resettlement support. However, it is worth understanding why the case manager is recommending something—sometimes there are practical reasons, like the availability of affordable housing in a particular area or the timing of a job training program.

If you and your case manager cannot agree, you can ask to speak with a supervisor or file a complaint. You can also seek information from a legal aid organization or a mutual information association, which may have experience with similar situations and can help you understand your options.

The difference between VOLAGs and other resettlement organizations

VOLAGs are government contractors, which means they receive funding and oversight from federal agencies. Other organizations—legal aid groups, community health centers, job training programs, mutual information associations—may work with refugees but are not VOLAGs. They may receive government funding for specific programs, but they are not responsible for initial resettlement.

This distinction matters because VOLAGs have specific obligations: they must provide certain services within certain timeframes, they must follow federal resettlement policy, and they are accountable to the State Department and DHS. Other organizations have their own missions and funding sources. A legal aid organization, for example, might help a refugee with an immigration case, but it is not required to provide housing or job training.

Understanding which organization does what helps you know where to go for different needs. Your VOLAG case manager is the right person to ask for referrals to other services, and they should know which organizations in your area do what.

Frequently Asked Questions

What if I arrive in the U.S. and no VOLAG is there to meet me?

Contact the airport's information desk or security and tell them you are a refugee or entrant and do not know where to go. They can help you find the VOLAG office or call the organization on your behalf. You can also call 211 from the airport if you have a phone. The VOLAG should have been notified of your arrival in advance, so if no one is there, something went wrong and calling for help is the right step.

Can I choose which VOLAG helps me?

No. The government assigns you to the VOLAG that holds the contract for your resettlement city. You cannot request a different organization. However, if you have serious concerns about the service you are receiving, you can file a complaint and ask for a supervisor or case manager change within the same organization.

Do I have to take a job the VOLAG finds for me?

No. The VOLAG can help you find work and may encourage you to take a job quickly, but you cannot be forced to accept a specific position. You have the right to look for other work or to ask for help finding a job that better matches your skills or preferences. Tell your case manager what kind of work you want to do.

What if I need help after the first 90 days?

The VOLAG's direct support usually ends after 90 days, but you can still contact your case manager for referrals to other services. Many VOLAGs also have extended funding for specific needs like job training or housing information. Ask your case manager what is available. You can also call 211 or your state refugee coordinator for information about other programs.

How do I know if I am a refugee or an entrant?

The U.S. government determines your status during the immigration process. Refugees are people who fled their country because of persecution and were approved overseas before arriving in the U.S. Entrants are people from certain countries (mainly Cuba and Haiti historically) who are allowed to enter and adjust their status after arrival. Your immigration paperwork will say which category you are in. If you are unsure, your VOLAG case manager can tell you.