JOB DESCRIPTION : ORRNC CENTER BILINGUAL SUPERVISOR

TheOffice of Refugee Resettlement National Call Center (ORRNCC) Supervisorwill 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. PROJECT ANTICIPATED START DATE IS MID-JUNE. Must be bilingual (English / Spanish)

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 clients 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.

BASIC QUALIFICATIONS :

• Minimum of 3 years of experience working with immigrant populations and / or the child welfare field.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.

Last updated : 2024-05-22