Purpose of the Position:

The Office of Refugee Resettlement National Call Center (ORRNCC) Supervisor will oversee call specialists who provide quality services to children, sponsors, community members, and other callers while maintaining professional judgment, especially in crises. The position reports to the Operations Manager.

Must be capable of successfully completing a Public Trust Clearance or held one within the past 2 years. 

Key Responsibilities: 
•    Manage call specialists in a fast-paced environment.
•    Ensure call specialists maintain composure and professionalism when calls involve reports of behavioral disruptions, mental health crises, runaway behaviors, or requests for family emotional, behavioral, or psychological support and interventions.
•    Work closely with the call center staff, ORR sponsors, and client’s stakeholders in the execution of deliverables and services.
•    Provide guidance and supervisor to caseworkers and their management of refugee cases to ensure compliance with State and Federal requirements.
•    Manage quality control responses, referrals, service planning and documentation of services for calls completed.
•    Facilitate regular training sessions to ensure call specialists are equipped with updated information, best practices, and product knowledge.
•    Conduct regular reviews and assessment protocols, ensuring quality service delivery.
•    Meet all deadlines required by the program supervisor and federal partners. 
•    Ability to effectively communicate in writing and verbally in English and Spanish. 
•    Work with stakeholders, including legal service providers, court officials, and State and Federal partners.
•    Collaborate with community organizations, ORR sponsors, government agencies, and other stakeholders.
•    Make appropriate referrals to Federal, State, and local officials.
•    Provide emergency intervention and guidance to callers experiencing a crisis.
•    Audit call specialist documents for all calls electronically.
•    Provide the operations manager with all information for reports promptly.
•     Ensure call specialists follow all protocols and policies when answering calls.
•    Support the ongoing professional development of call specialists through training, mentoring, and opportunities for skill-building and career advancement.

Minimum Qualifications: 
•    Bachelors in social work, psychology, Criminal justice, sociology, or related field of study or some other relevant degree.     
•    Minimum of 3 years of experience working with immigrant populations and/or the child welfare field. 
•    Bi-lingual English and Spanish. 
•    3 years of Supervisory experience, ideally within a child welfare or refugee services.
•    Must be capable of successfully completing a Public Trust Clearance or held one within the past 2 years. 
•    Completed specialized training in cultural competency at an advanced level.

Preferred Skills/Experience: 
•    Minimum of 2 years experience working with unaccompanied children or refugee minors.
•    Trained in crisis intervention techniques.
•    Minimum of 2 years experience interviewing at risk children.
•    Experience with the Office of Refugee Resettlement population.
•    Ability to work weekends, nights, evenings, and holidays as needed or requested by the position.
•    Fluency in languages in addition to English and Spanish is desirable.

Professional Skills: 
•    Strong oral and written communication skills. 
•    Strong analytical, problem-solving, and decision-making capabilities.
•    Strong attention to detail.
•    Demonstrated proficiency in organizing tasks and effectively delegating  responsibilities to maximize team performance.
•    Capable of handling multiple tasks simultaneously.
•    Ability to work well in a team environment.
•    Capable of prioritizing duties amidst continual change.
•    Ability to work with all levels of internal staff, external clients, and vendors. 
•    Proficiency in MS Office Applications (Word, PowerPoint, Outlook, Excel, Project) and MS SharePoint.
•    Uphold confidentiality in all areas of the service population.
•    Demonstrated business ethics, including the protection of proprietary and confidential information.
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Working at ICF

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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:

$44,680.00 - $75,956.00

Texas Client Office (TX88)