Call Specialist- On-Site/SHIFT Role

ICF International

  • San Antonio, TX
  • $31,116-52,898 per year
  • Permanent
  • Full-time
  • 1 month ago
ICF is currently seeking Call Specialists with experience in working with immigrant youth and families. The candidate must be capable of 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.THIS PROGRAM PROVIDES THREE SHIFT SCHEDULES: 12am - 8am; 8am - 4pm; 4pm - 12am.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 Call Specialists, reporting to the Supervisory Call Specialist, 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. These shift roles will be hourly.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.Key Responsibilities:
  • Respond to all incoming calls according to established protocols and scripts.
  • Engage in follow-up outgoing calls as necessary or other outbound call responsibilities according to established protocols and scripts.
  • 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 other call center staff and outside stakeholders for the efficient and effective management of all incoming and outgoing calls.
  • Ensure compliance with all project guidelines, regulations, and field guidance as applicable.
  • 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 utilizing crisis management techniques and escalation to clinical resources as needed for all callers experiencing a crisis.
  • Document all calls electronically.
  • Provide all information for reports in a timely manner.
  • Follow all protocols and policies in answering calls.
  • Participate in all required call center training.
Basic Qualifications:
  • Bachelor’s degree or higher in a relevant field, such as psychology, social work, mental health, or related field, or at least 5 years or more of experience in the human/social services in lieu of a degree.
  • At least 2 years of experience working with immigrant youth and families and underserved families.
  • Bilingual English and Spanish
  • T2 Public Trust Clearance ( active ) or held one within the past 2 years.
  • Ability to be 100% on-site in Call Center environment
Preferred Skills:
  • Experience and familiarity with call center operations, including metrics that drive performance.
  • Training and experience in interviewing at-risk children.
  • Experience with Office of Refugee Resettlement populations.
  • Knowledge of migrant/refugee issues, particularly related to unaccompanied children and facility release, transfer, and child welfare best practice.
  • Ability to work weekend, nights, evenings, and holidays as needed or requested by the position.
Professional Skills:
  • Strong oral and written communication skills.
  • Strong attention to detail.
  • Ability to prioritize and manage multiple activities simultaneously in a fast-paced, changing environment.
  • 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.
  • 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.
  • Sound business ethics, including the protection of proprietary and confidential information.
IndeedWorking 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 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 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 or our benefit offerings which are included in theCandidate AI Usage PolicyAt 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 . 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: $31,116.00 - $52,898.00San Antonio, TX (TX38)

ICF International