Description:
The Bilingual FRA (Family Reunification Application) Call Specialist will be responsible for outbound and inbound calls to assist in identifying and supporting potential sponsors for unaccompanied children (UC). In particular, the FRA Call Specialist will assist potential sponsors in completing the FRA if needed, explain what supporting documentation is needed to be sent in with the FRA and assist callers with any tasks pertaining to the FRA. The position reports to FRA Call Specialist Supervisor. There will be up to 25% travel as needed.
ICF offers an excellent benefits package, an award-winning talent development program, and fosters a highly skilled, energized and empowered workforce.
Key Responsibilities
- Make and respond to all calls as needed.
- Maintain composure and professionalism when calls involve reports of behavioral disruptions, mental health crisis, or runaway behaviors or requests for family emotional, behavioral, or psychological supports and interventions.
- Work closely with the call center staff, ORR (client) and client’s stakeholders in the execution of deliverables and services.
- Ensure compliance and state and federal requirements.
- Triage all calls to assure appropriate level of response through referrals, service planning and documentation of services for the calls completed.
- Assure uniform quality standards are applied to all calls.
- Meet all deadlines required by program supervisor and federal partners.
- Ability to effectively communicate in writing and verbally in English and Spanish
- Work in cooperation with stakeholders including legal service providers, court officials, State and Federal partners.
- Screen for behavior, circumstances or conditions that may affect child safety.
- Complete tasks required pertaining to 30-day SWB assessments.
- Complete ingoing/outbound calls to assess safety of clients who have been reunified, clients who are believed to have a safety concern, and
- Make appropriate referrals to federal, state, and local officials.
- Assess the need for crisis intervention and elevate call appropriately for further assistance.
- Document all calls electronically.
- Provide all information for reports in a timely manner.
- Follow all protocols and policies in answering calls.
Basic Qualifications
- Bachelors degree.
- Minimum of 2 years of experience working with immigrant populations and/or child welfare field.
- Bilingual (English and Spanish)
- ACF Tier 2 security clearance or within the past two years.