Program Specialist, CAM Hotline

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Job Overview:

Part of the Processing team within IRC’s Resettlement, Asylum, and Integration (RAI) Department, the Central American Minors (CAM) Hotline provides reliable information about the CAM program to families across the US, El Salvador, Honduras, and Guatemala. At the CAM Hotline, we accompany applicants through the CAM process by answering their questions and elevating and resolving critical processing issues with the government. The Program Specialist will respond to client inquiries via phone, text, and email, tracking case progression trends.

The term for this position is from September 16, 2024, through July 15, 2025. An offer and an extension for this position are contingent on funding.

Major Responsibilities:

Responsibilities include, but are not limited to:

Provide CAM Case Management updates to clients using Zendesk while maintaining detailed tracking of all notifications and trends.
Answer live calls from clients with CAM Case Management needs.
Respond to queued inquiries received via phone calls and text messages.
Screen callers for CAM eligibility, identifying and implementing the appropriate procedures for each case type.
Assess the needs and provide referrals to local social and immigration services.
Flag trending issues in CAM processing that callers report to you.
Provide Know Your Rights information to all families in the CAM program and an arrival orientation to CAM parole recipients.
Provide administrative support to the Program Officer as needed.

Job Requirements:

Undergraduate degree or equivalent experience.
1-2 years of relevant professional experience. Experience in resettlement or immigration field preferred, shown in-depth knowledge of the CAM program a plus.
Bilingual proficiency in Spanish and English is required.
Strong digital literacy: Advanced knowledge of Microsoft Office, especially Excel. Previous experience with Zendesk and Immigration & Refugee Immigration System (IRIS) is a plus.
Strong attention to detail and accuracy in work product.
Shown ability to remain flexible to work in a fast-paced team environment and be open to adjusting to process changes as needed.
Excellent written and oral communication skills: communicating efficiently with clients, colleagues, and partners in English and Spanish.

Work Environment:

This role requires working remotely full-time (i.e., telecommuting) and may require occasional weekend and evening work.

Reporting Structure and Team Collaboration

Position Reports to: Program Officer, CAM Hotline
Position directly supervises: N/A

Other Internal and External contacts:

Internal: Senior Program Specialist, CAM Hotline, Program Specialists, CAM Hotline, CAM Hotline Interns and Volunteers, CAM TA Program Coordinator, HQ CAM TA and Family Reunification team.
External: International Refugee Assistance Project (IRAP), Kids in Need of Defense (KIND).

Compensation: Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements.

Gender Equality: IRC is committed to narrowing the gender gap in leadership positions. We offer benefits that provide an enabling environment for women to participate in our workforce including parental leave, gender-sensitive security protocols and other supportive benefits and allowances.

Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

US Benefits: The IRC offers a comprehensive and highly competitive set of benefits. All US employees are eligible for sick time, a 403b retirement savings plans: up to 4.5% immediately vested matching contribution, plus an 3-7% additional IRC contribution, and an Employee Assistance Program which is available to our staff and their families to support in times of crisis and mental health struggles.

In addition, full-time employees are eligible for 10 US paid holidays, 20-25 paid time off days, disability & life insurance, medical, dental, and vision insurance (employee contribution starting at $135, $7, and $5 per month respectively) and FSA for healthcare, childcare, and commuter costs. Part-time employees are eligible for a proportionate amount of paid time off. These additional benefits apply to employees who work at least 6 months within a 12 month time period.