Lead Supervisory Call Specialist

• Supervise and support Call Specialists to ensure compliance with contract requirements and delivery of high-quality, trauma-informed services in alignment with ORR policies.
• Provide real-time guidance to Call Specialists on complex or high-risk cases, including those involving child abuse, neglect, trafficking, or safety concerns, and approve safety plans as required.
• Perform Call Specialist functions as needed, including handling incoming and outgoing calls, providing referrals, assisting with paperwork, and flagging cases of concern (e.g., abuse, trafficking, fraud).
• Ensure accurate and timely documentation of calls, case notes, and safety/well-being (SWB) reports in the ORR System of Record (e.g., UAC Portal) within specified timelines (e.g., SWB reports within 7 days, Notices of Concern within 24 hours).
• Collaborate with the Project Manager and Assistant Project Manager to maintain adequate staffing levels, support training initiatives, and ensure compliance with background investigation requirements.
• Monitor call handling procedures, including call duration, wait times (maximum 2 minutes), abandoned call rates (less than 1%), and after-call work duration (maximum 5 minutes), to optimize service efficiency.
• Assist in training Call Specialists on ORR policies, crisis intervention, de-escalation, trauma-informed care, mandated reporting, and language services, ensuring bilingual proficiency in English and Spanish.
• Support referrals to community organizations, legal services, the Office on Trafficking in Persons (OTIP), or the Refugee Program Bureau (RPB) for eligible UAC cases.
• Ensure confidentiality of sensitive information (e.g., PII, CUI) and compliance with federal security requirements (e.g., FISMA, NIST SP 800-53, FIPS 140-2 encryption standards).
• Participate in periodic progress meetings, providing input on service delivery and operational challenges, and assist in documenting meeting minutes for government review.
• Flag cases of concern (e.g., missing children, potential trafficking, fraud) and submit timely reports to appropriate authorities (e.g., ORR, CPS, law enforcement, NCMEC) as per PWS section 2.10.
• Support transition-in/out activities, ensuring continuity of services and proper transfer of records and communication systems.

• Master’s degree in Social Work, Psychology, Counseling, or a related behavioral science field with clinical training and experience as a program requirement.
• Minimum of five (5) years of postgraduate direct service delivery experience working with youth and trauma-informed care.
• Licensure in Social Work or a similar field (e.g., Licensed Clinical Social Worker or equivalent).
• At least two (2) years of supervisory experience in a relevant field.

• Working conditions are normal for an office environment.
• Fast paced, deadline-oriented environment.

SOS International