Lead Supervisory Call Specialist

**Position contingent upon contract award**

SOS International LLC (SOSi) is seeking a highly qualified Lead Supervisory Call Specialist to support our government customer. This role oversees the performance and compliance of Call Specialists, ensuring high-quality, trauma-informed services for unaccompanied alien children (UAC), their families, sponsors, and stakeholders. The Lead Supervisory Call Specialist provides guidance, support, and oversight to ensure alignment with ORR policies, including child welfare, anti-trafficking, and safety protocols, while maintaining 24/7/365 call center functionality in a performance-based environment.

• 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.

All interested individuals will receive consideration and will not be discriminated against for any reason.