Bilingual Call Center – Remote Jobs

Job Type: Bilingual Call Center from home
Location: Virginia work from home
Company: ICF

Position Description:

The Tier 2 Call Specialist will be in charge of responding to children, sponsors, and family members’ crisis calls for behavioral outbursts, mental health crises, or runaway behaviors. The role reports to the Call Center’s Tier 3 Supervisor. 25% or more travel.

ICF fosters a highly trained, energised, and empowered team in addition to providing a fantastic benefits package and award-winning talent development program.

Important Responsibilities

• All calls involving complaints of behavioral disturbances, mental health crises, runaway conduct, or requests for family emotional, behavioral, or psychological supports and interventions should be attended to as necessary.
• collaborate closely on the execution of deliverables and services with the call center workers, ORR (client), and client’s stakeholders.
• All calls are prioritized to ensure the right degree of response is being given.
• Ensure that all calls are subject to the same high standards of quality.
• Give direct responses that are suitable.
• Assist callers with crisis intervention and offer advice on the therapeutic aspects of crisis intervention.
• Send all abuse-related calls to the Tier 3 supervisor.
• Record each call in an electronic call log.
• Timely submission of all report information is required.
• When answering calls, adhere to all procedures and guidelines.

Basic requirements:

• a bachelor’s degree in social work or a related field.
• Minimum of three years’ experience responding to family, adolescent, or child crisis calls.
• Having worked in a setting related to child protection for at least three years.
• Spanish and English bilingual.

Preferred Experience/Skills:

• 5 years minimum of experience working with minor refugees or unaccompanied youngsters.
• trained in conducting child interviews.
• two years at the very least of experience with child interviews
• 1 year minimum of experience working with the Office of Refugee Resettlement

Business Competencies:

• excellent project management abilities.
• strong communication skills in both writing and speaking.
• strong analytical, decision-making, and problem-solving skills.
• strong focus on the details.
• Ability to work well both individually and in a team context while multitasking in a fast-paced environment
• the capacity to organize many duties while exhibiting the initiative to finish projects with little guidance.
• working well with internal workers at all levels as well as external clients and vendors
• Flexibility in handling numerous tasks and willingness to put in some modest overtime as needed.
• proficiency with Microsoft Office (Word, PowerPoint, Outlook, Excel, Project) applications and Microsoft SharePoint
• a commitment to good business practices, including the confidentiality and preservation of sensitive information.