Key Responsibilities:
- Make and 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 (client) 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.
- Assure uniform 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.
- Screen for behavior, circumstances or conditions that may affect child safety.
- Complete tasks required pertaining to 30-day SWB assessments.
- Complete ingoing/outbound calls to assess safety of clients who have been reunified, clients who are believed to have a safety concern, and
- Make appropriate referrals to federal, state, and local officials.
- Assess the need for crisis intervention and elevate call appropriately for further assistance.
- Document all calls electronically.
- Provide all information for reports in a timely manner.
- Follow all protocols and policies in answering calls.
- Active Tier 2 security clearance per contract requirements.
- Bachelors degree.
- Minimum of 2 years of experience working with immigrant populations and/or child welfare field.
- Bilingual (English and Spanish)
- Minimum of 2 years’ experience working with unaccompanied children or refugee minors.
- Minimum of 2 years’ experience interviewing children.
- Experience with Office of Refugee Resettlement.
- Ability to work weekends, nights, evenings, and holidays as needed or requested by the position.
- 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, as well as 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.
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 is: