Supervisory Call Specialists - ORR (ON-SITE)

Description

ICF is currently seeking Supervisory Call Specialists for shift work with experience in supervision and working with immigrant youth and families. The candidate must be capable of providing supervision for a team of call specialists for a national call center project using comprehensive decision-making skills and professional judgment to ensure quality call services are provided to the service population, especially in crisis situations while sustaining compliance with established state and federal standards. As the Supervisory Call Specialist, you will apply your knowledge and experience to support project execution on a national call center project in a federal consulting environment. The purpose of this project is to operate the National Call Center (NCC) and Sexual Abuse Hotline (SAH) that serves unaccompanied alien children, their family members, and other stakeholders.

As the Supervisory Call Specialist, reporting to a Site Manager, you will be a critical member of the Call Center Operations Team, serving as the frontline staff managing a variety of call types, both incoming and outgoing, needed to meet the goals of the call center.

The successful candidate should have relevant experience with immigrant children and families and their needs, as well as the service delivery and sponsor process specific to unaccompanied alien children.

There will be 3 shifts available: (Shift A: 12am-8am), (Shift B: 8am-4pm), (Shift C: 4pm-12am)

Key Responsibilities:

• Review and/or respond to all calls as needed from unaccompanied minors, sponsors, or other stakeholders.
  
• Work closely with the call center staff, ORR (client) and client's stakeholders in the execution of deliverables and services.
  
• Ability to follow up with ORR and ORR Programs regarding needed safety and wellbeing calls.
  
• Provide guidance and support as needed based on call volume and safety concerns.
  
• Provide on-the-job training for new hires.
  
• This position will act on behalf of the Site Manager as needed.
  
• Maintains attendance and call specialist performance in an exemplary status.
  
• Coordinate referrals, service planning and documentation of services for assigned caseload.
  
• Act as a liaison with stakeholders, including legal providers and immigration court.
  
• Manage crisis calls and provide support to families in crisis.
  
• Meet all deadlines required by program supervisor and federal partners.
  
• Ensure the unit manages calls & caseload in accordance with agency policies and procedures as well as licensing and contract standards.
  
• Compile, prepare, submit and maintain accurate records, files, forms, statistics and additional information in accordance with policies, licensing and/or contract requirements.
  
• Directly supervise all call specialists.
  
• Enforce uniform quality standards for all incoming and outgoing calls.
  
• Review all child abuse reports and assure they are reported accurately to state and federal authorities.
  
• Triage calls to appropriate call specialists.
  
• Assist minors and families with complex situations.
  
• Complete documentation and tracking for all Notification of Concerns.
  
• Assists with needs assessments and recommendations to improve performance.
  
• Elevate crisis and unmet needs immediately to the chain of command and ensure all reporting protocols are followed.
  
• Ensure that all call center operations align with ORR policies, procedures, and requirements.
  
• Collaborates with ORR internal and external stakeholders to address concerns, improve service delivery and enhance overall effectiveness of the call center, and training for call center staff to enhance their skills and knowledge, particularly in areas related to child welfare, anti-trafficking, and child safety.
  
• Manage performance to meet key performance indicators and service level agreements.
  
• Participate recruitment, training, and continuous quality improvement activities.
  
• Supervise activities of subcontractor call specialists.
  

Basic Qualifications:

• Master's degree in social work or a similar field (such as psychology, counseling, or other relevant behavioral science), and at least 5 years of postgraduate direct service delivery experience working with youth and trauma-informed care.
  
• At least 3 years of experience working with immigrant youth and families and underserved families.
  
• At least 2 years of supervisory experience.
  
• Must be capable of successfully completing a Public Trust Clearance or held one within the past 2 years.
  
• This is a 100% onsite position.
  

Preferred Skills:

• Experience and familiarity with call center operations, including metrics that drive performance.
  
• Experience and training interviewing children.
  
• Knowledge of migrant/refugee issues, particularly related to unaccompanied children and facility release, transfer, and child welfare best practice.
  

Professional Skills:

• Ability to prioritize and manage multiple activities simultaneously in a fast-paced, changing environment.
  
• Strong oral and written communication skills.
  
• Strong attention to details.
  
• Solid team builder and team player with proven ability to manage competing priorities, perspectives and stakeholder needs.
  
• Strong analytical, problem-solving, and decision-making capabilities.
  
• Ability to deal effectively with rapid change and to prioritize work quickly in response to changing needs.
  
• Competent understanding of project management methodology including the ability to manage risk, develop detailed work plans, and manage effective team meetings.
  
• Excellent verbal, oral, interpersonal and written communication skills, including experience with developing and delivering presentations and technical writing.
  
• Demonstrated outstanding level of professionalism, including ability to exercise good judgment, discretion, tact, and diplomacy.
  
• Strong MS Office skills.
  
• Must have a focus on detail and driving results.
  
• Must demonstrate and maintain an extremely high regard for sensitive information.
  
• Ability to work evenings, weekends and holidays as needed or requested by position supervisor.
  
• Sound business ethics, including the protection of proprietary and confidential information
  

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 a workplace that allows everyone to thrive. We are an equal opportunity employer . 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 policy.

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 Candidateaccommodation@icf.com 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 workplacediscriminationrigh t s or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted . This policy is in place to maintain the integrity and authenticity of the interview process.

However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com . We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.

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 :
$50,353.00 - $85,600.00

Texas Client Office (TX88)