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ORR National Call Center - Lead Call Specialist
| Hours | Full-time, Part-time |
|---|---|
| Location | Las Cruces, NM Las Cruces, New Mexico |
About this job
Job Description
Job Description
ORR National Call Center - Lead Call Specialist
General Dynamics Information Technology (GDIT) supports the Office of Refugee Resettlement (ORR). Our programs provide children in need with critical resources to assist them in becoming integrated members of American society.
Unaccompanied alien children apprehended by the Department of Homeland Security (DHS) immigration officials are transferred to the care and custody of ORR. ORR promptly places an unaccompanied child in the least restrictive setting that is in the best interests of the child, taking into consideration danger to self, danger to the community, and risk of flight. ORR takes into consideration the unique nature of each child's situation and incorporates child welfare principles when making placement, clinical, case management, and release decisions that are in the best interest of the child.
THIS POSITION IS CONTINGENT ON AWARD.
Lead Call Specialist
- Provide front-line shift supervision of ORR NCC Call Specialists
- Monitor team performance to ensure contractual requirements are being met
- Ensure staff follow proper reporting procedures to law enforcement/CPS, ORR and other required stakeholders.
- Provide first line of quality assurance of call center performance
- Coordinate call center logistics and staffing with project management to ensure full coverage and uninterrupted operations
- Assist in hiring and training Call Specialists
- Provide crisis intervention and assess caller needs as a support function to Call Specialists
- Provide backup coverage for Call Specialists, as needed
- Identify training and technical assistance needs and present to project management
- Complete reports and other assignments assigned by project management
- Participate in meetings, as required
- Collaborate with ORR, law enforcement, community partners and other stakeholders, as needed
- Document and assist in managing any concerns regarding NCC service provision
- Participate in special projects, as required.
Education
BA Social Work / Human Services / Social Science degree + 5 years of post-graduate experience in Social Work / Human Services field ----OR---- MSW or equivalent degree + 2 years of post-graduate experience in Social Work / Human Services field. Supervisory experience preferred.
Qualifications
Experience in customer service, immigrant populations, interviewing/screening children, crisis intervention, and trauma-informed care systems highly desirable. Bilingual English & Spanish required.
As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors. With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services. GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.
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