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This job was posted by https://www.azjobconnection.gov : For more information, please see: https://www.azjobconnection.gov/jobs/6061140

TheOffice of Refugee and Resettlement (ORR) National Call Center Care Specialist II/Leadis responsible for contact center support, handling escalated questions and needs from children, sponsors, and family members in which obtaining case-specific information or guidance is the target of the call. The National Call Center plays a pivotal role in locating migrant and migrating children and helping potential sponsors navigate the family reunification process. TheORR Care Specialist IImust have at least 3 years of experience working with at-risk youth and/or unaccompanied children. This role reinforces the values, mission, and vision of the ORR and requires adherence to ORR guidelines and accountability to support the best interest of the UC. Bilingual in Spanish and English is required.

For 80 years, the Lutheran Immigration and Refugee Service (LIRS) has offered welcome and hope to more than half a million refugees. Since 1939, LIRS has transformed lives, with the support and hard work of people like you, to welcome the most vulnerable to the United States - from sea to shining sea.

LIRS is a national organization with a budget of over \$88 million per year, and over 100 staff nationwide. Widely recognized for our expertise in implementing federal programs on behalf of refugees and migrants in the United States, LIRS resettles refugees, reunites children with their families or provides loving homes for them, conducts policy advocacy, and advances the protection and rights of vulnerable migrants.

Headquartered in the beautiful Inner Harbor of downtown Baltimore we provide services nationwide through a network of staff and affiliates. As we continue to grow, we search for the best candidates and offer excellent benefits including flexible work hours, medical, dental, vision, life and disability insurance, professional development funds, parental leave, a 403(b) with organizational match, and more!

DUTIES:

• Monitor team performance to ensure contractual requirements are met.
• Handle more advanced or escalated calls in accordance with KECH and ORR Standard Operating Procedures. Assist Care Specialist I when they need additional support with a call.
• Provide backup coverage for Call Specialists, as needed
• Receive calls from various parties, gather information via phone interviews, and make reports to ORR, state, local authorities, or other entities as required.
• Assist in completing required ORR paperwork, including, but not limited to: the Family Reunification Packet (FRP), Change of Address / Change of Venue (COA / COV) form, and requesting UC case file records.
• Conduct safety and wellbeing calls, as needed, to UC and their sponsors.
• Meet all deadlines required by supervisor and federal partners.
• Utilize social work best practices for a thorough assessment of the child\'s needs and the services required.
• Maintain regular and timely communication with supervisor around any case issues including but not limited to child safety/wellbeing, education access, or legal services.
• Enter all call information in the database, and UC portal as appropriate. Submit detailed documentation in compliance with ORR and NCC policies and procedures.
• Adhere to quality standards provided during training and on an ongoing basis. Help to monitor, mentor, and coach Care Specialist I.
• Assist with training Care Specialist I and upskilling.
• Adhere to all policies and procedures for contact handling.
• Ensure PII and all sensitive data are protected.
• Follow guidelines for live interpretation/translation services for callers who speak languages other than Spanish and English.
• Ability to effectively communicate in writin g and verbally in English and Spanish.
• Must be available to work any shift, including weekends.
• Other duties as assigned.

QUALIFICATIONS

• Bachelor\'s degree in Social Work, Psychology, or behavioral science preferred, with at least three years of experience working with at-risk children and youth.
• Supervisory experience preferred.
• Excellent verbal and written communication skills in English and Spanish.
• Proficiency in Microsoft Office applications.
• Commitment to ORR\'s core mission and an ability to model those values in relationships with colleagues and partners; commitment to empowering refugees and migrants.

Special Position Requirements

Must be willing and able to clear a criminal background check.

Must be willing and able to request and clear Child Abuse and Neglect background check in all states lived within previous 5 years, with renewal as requested.

Must be willing and able to obtain an FBI fingerprint check every 5 years.

Requires effective communication skills and the ability to listen and communicate effectively with management and staff.

Excellent judgment and social work skills

Trained in inter