What are the responsibilities and job description for the Hotline Counselor position at Catholic Charities Community Services?
Description
Duties and Responsibilities :
Answers call on the Immigration Hotlines and provide callers with general information on immigration procedures and policy developments.
Use an online-scheduling system and referral directory to make appointments or provide referrals for legal providers, immigration programs and resources.
Assist victims of anti-immigrant or notario fraud to file complaints with appropriate law enforcement authorities.
Provide LOPC services available to the custodians of unaccompanied minors, which includes the following :
Conduct legal orientations, as required, for the LOPC Call Center,
Use the online-scheduling system to make appointments for custodians to attend LOPC orientations,
Prepare and mail informational packets to custodians who cannot attend an LOPC orientation in person.
Data entry to record the level of services provided to callers and capture general client statistical data for the purposes of analyzing trends and better responding to community needs.
Engage in ongoing training on immigration laws, regulations, procedures and developments, as well as social services available to unaccompanied minors and their custodians, asylees, refugees, immigrants, and community members in need.
Adhere to protocols that enhance caller experience and meet professional standards of customer service which incorporate the goals of efficiency, empathy and issue resolution.
Participate in outreach events and phone banks to provide information services on
new developments that affect immigrants, as needed.
Other duties as required.
Position Type and Expected Hours of Work :
This is a full-time position that will require flexibility working two shifts : 9 : 00 AM to 5 PM and 12 : 00 PM to 8 : 00 PM Monday – Friday and has the possibility for weekend shifts in response to emergent situations. Working conditions and physical demands required : The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Remain stationary at a workstation and in meetings, and use a computer at least90%of the time.
This is a non-exempt, hourly position. The hourly pay range is $27.47 to $30.22 based on a 35-hour work week ($50,000.00 to $55,000.00 per year).
Qualifications
Graduation from an accredited college or university with a Bachelor’s degree in related field, or equivalent professional training related to the position.
Previous experience as immigration counselor / paralegal, or experience in immigration law and procedure preferred.
Bilingual - English and a second language, Spanish Preferred.
Flexibility to work 9 am to 5 pm, or 12 noon to 8 pm shifts, as well as occasional weekend shifts.
Excellent communication and customer services skills.
Proficiency in using technology and inputting data;including working knowledge of MS Office (i.e., Microsoft Word, Excel, and Teams).
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