Call Specialist _ Bilingual_

San Antonio

Description

Purpose of the Position:

The ORRNCC **Call Specialist** will be responsible for providing quality services to the children, sponsors, community members and other callers, while maintaining professional judgement, especially in situations where the caller is in crisis. The position reports to the supervisor.

**Must be capable of successfully completing a Public Trust Clearance or held one within the past 2 years.**

**Key Responsibilities:**

• Respond to all calls as needed.

• Maintain composure and professionalism when calls involve reports of behavioral disruptions, mental health crisis, or runaway behaviors or requests for family emotional, behavioral, or psychological supports and interventions.

• Work closely with the call center staff, ORR (Office of Refugee Resettlement) and client’s stakeholders in the execution of deliverables and services.

• Ensure compliance and State and Federal requirements.

• Triage all calls to assure appropriate level of response through referrals, service planning and documentation of services for the calls completed.

• Ensure required quality standards are applied to all calls.

• Meet all deadlines required by program supervisor and federal partners.

• Ability to effectively communicate in writing and verbally in English and Spanish

• Work in cooperation with stakeholders, including legal service providers, court officials, State and Federal partners.

• Assess ongoing changes in behavior, circumstances or conditions that may affect child safety.

• Make appropriate referrals to Federal, State, and local officials.

• Provide crisis intervention and guidance to callers regarding clinical components of crisis intervention to callers who are experiencing a crisis.

• Document all calls electronically.

• Provide all information for reports in a timely manner.

• Follow all protocols and policies in answering calls.

**Minimum Qualifications:**

• Bachelors in social work, psychology, criminal justice, sociology or related field of study or some other relevant degree.

• Minimum of 2 years of experience working with immigrant populations and/or child welfare field.

• Bi-lingual English and Spanish.

**• Must be capable of successfully completing a Public Trust Clearance or held one within the past 2 years.**

**Preferred Skills/Experience:**

• Minimum of 2 years experience working with unaccompanied children or refugee minors

• Trained in interviewing at risk children.

• Minimum of 2 years’ experience interviewing children.

• Experience with Office of Refugee Resettlement populations.

• Ability to work weekends, nights, evenings, and holidays as needed or requested by the position.

**Professional Skills:**

• Strong oral and written communication skills.

• Strong analytical, problem-solving, and decision-making capabilities.

• Strong attention to detail.

• Ability to multi-task in a fast-paced environment.

• Ability to work well both individually and in a team environment.

• Ability to prioritize multiple tasks while demonstrating the initiative to work with minimum supervision.

• Ability to work with all levels of internal staff, outside clients, and vendors.

• Ability to be flexible to handle multiple priorities.

• Proficiency in MS Office Applications (Word, PowerPoint, Outlook, Excel, Project) and MS SharePoint.

• Uphold confidentiality in all areas of the service population.

• Sound business ethics, including the protection of proprietary and confidential information.

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**Working at ICF**

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy (cf.com/legal/equal-employment-opportunity) .

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email [email protected] and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Read more about workplace discrimination rights , the Pay Transparency Statement (ol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf) , or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act. (cf.com/legal/equal-employment-opportunity)

**Pay Range** - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is:

$30,517.00 - $51,879.00

Texas Client Office (TX88)