Program Specialist, CAM Hotline

***THIS ROLE IS FULLY REMOTE***

The Program Specialist, CAM Hotline, will manage a limited-term project to support families completing processing through the Central American Minors (CAM) program as a part of the Processing team within IRC's Resettlement, Asylum, and Integration (RAI) Department. In addition, the Program Specialist will support a telephone hotline, respond to email inquiries from beneficiaries, and track case progression trends. The Program Specialist will report to the Program Officer. The term for this position is six months, with a possible extension pending funding.

Major Responsibilities

Responsibilities include, but are not limited to:

- Respond to inquiries received via phone calls and text messages using RingCentral and approved scripts, - Screen callers for CAM-related immigration needs, - Determine if callers/family members qualify to file Affidavits of Relationship and refer them to relevant services, - Refer callers to appropriate and respected immigration services, - Follow up with callers to confirm receipt of immigration services and track relevant related information. - Maintain and update a list of agencies providing appropriate immigration services, - Assess the needs and provide referrals to non-immigration social services, - Flag trending issues in CAM processing that families report to the Hotline, - Provide Know Your Rights information to all families in the CAM program and an arrival orientation to CAM parole recipients, - Answer non-legal questions about the client's immigration status and the documentation they need upon arrival, - Monitor the Menores CAM mailbox, providing timely responses to inquiries and organizing email correspondence, - Assist with data entry and tracking of inquiries and case processing statuses, - Support training of volunteers and interns as needed, - Provide administrative support to the Program Officer as needed.

Job Requirements:

- Education: Undergraduate degree preferred.

Work Experience:

- 1-2 years of relevant professional experience. Experience in resettlement or immigration field preferred, demonstrated in-depth knowledge of the CAM program a plus.

Demonstrated Skills & Competencies:

- Bilingual proficiency in Spanish and English is required. - Strong computer skills: advanced knowledge of Microsoft Office, especially Excel. Previous experience with Zendesk is a plus. - Excellent written and oral communication skills: communicating effectively with colleagues and partners in English and Spanish. - Strong relationship-building, diplomacy, and networking skills; effectively building internal and external relationships. - Demonstrated success working and communicating effectively in a multicultural environment. - Self-starter with excellent problem-solving skills and proven ability to prioritize and manage time effectively. - Attention to detail and accuracy in work product. - The ability to be flexible and work well under pressure in a fast-paced team environment; aptitude for ongoing learning and adjusting to process changes as needed.

Working Environment: May require occasional weekend and evening work.

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 requirement.

Commitment to Diversity and Inclusivity: IRC is committed to building a diverse organization and a climate of inclusivity. We strongly encourage applications from candidates who can demonstrate that they can contribute to this goal.

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: We offer a comprehensive and highly competitive set of benefits. In the US, these include: 10 sick days, 10 US holidays, 20-25 paid time off days (depending on role and tenure), medical insurance starting at $145 per month, dental starting at $7 per month, and vision starting at $5 per month, FSA for healthcare, childcare, and commuter costs, a 403b retirement savings plans with up to 4.5% immediately vested matching contribution, plus a 3-7% base IRC contribution (3 year vesting), disability & life insurance, and an Employee Assistance Program which is available to our staff and their families to support counseling and care in times of crisis and mental health struggles.

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