Assistant Lead Supervisory Call Specialist-Immigrant Youth

• Ensure complete, timely, and accurate documentation of all activities in accordance with agency policies and procedures and contract and regulatory requirements and standards.
• Provide tactical and strategic operational oversight of the organizational and programmatic elements of all services provided to children, families, and stakeholders.
• Ensure personnel remain on target for all program measures, including attendance, hours worked, call protocol adherence, documentation compliance, and call quality expectations.
• Communicate with PRS Providers regarding case needs.
• Monitor incoming calls to ensure zero abandoned calls.
• Work closely with the call center staff, client, and other stakeholders in the execution of deliverables and services.
• Provide guidance and support as needed based on call volume and safety concerns.
• Act as a liaison with stakeholders, including legal providers and immigration courts.
• Ensure the unit manages calls and caseload in accordance with agency policies and procedures as well as all contract standards for operations.
• Assist in answering calls as needed or to serve as an advanced tier support option as needed for crisis/de-escalation calls.
• Utilize the system to compile, prepare, and maintain accurate records of call center operations.
• Elevate crisis call information and other calls identified for immediate notification up the chain of command as required. Ensure call center staff are following up on all cases as required.
• Lead efforts to promote standardized and high-quality responses to all incoming calls as well as our approach to any outgoing calls.
• Directing work priorities to maintain a professionally managed call center project. This includes the timely performance of all tasks and deliverables and compliance with all contract requirements.
• 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.
• Collaborate effectively with project leadership and ORR to use data to inform future service provision.
• Coordinate with internal IT teams to ensure systems are operating as needed.
• Participate in recruitment, training, and continuous quality improvement activities.
• Manage activities of onsite subcontractors.

• Master’s degree or higher in social work or social science related discipline in which clinical training and experience is a program requirement, and at least 5 years of postgraduate direct service delivery experience working with youth and trauma-informed care.
• Clinical licensure.
• Bi-lingual English and Spanish
• At least 3 years of experience working with immigrant youth and families and underserved families.
• At least 2 years of supervisory experience.
• At least 1 year of experience working with federal, state, or local stakeholder organizations.
• Current T2 public trust clearance.

• Experience and familiarity with call center operations, including metrics that drive performance.
• Experience with large-scale project implementation, quality management, organizational change, and systems change.
• Knowledge of migrant/refugee issues, particularly related to unaccompanied children and facility release, transfer, and child welfare best practice.
• Prior work experience in a consulting environment.
• Training and experience interviewing children.

• Ability to prioritize and manage multiple activities simultaneously in a fast-paced, changing environment.
• Proficient in call center metrics and how they drive performance.
• 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.

ICF International