Crisis Call Center Specialist

4 weeks ago

Austin, United States AdNetAccountNet Inc. Full time
Position Description: Office of Refugee and Resettlement Call Center(ORRNC)Call Specialist

The ORRNCC Call Specialist will be responsible for providing quality services to the children, sponsors, community members and other callers, while maintaining professional judgement, especially in situations where the caller is in crisis. The position reports to the supervisor. Please be aware that this project is still in the award phase with a mid to late June start date.

Key Responsibilities:
  • 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 (Office of Refugee Resettlement) 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.
  • Ensure required 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.
  • Assess ongoing changes in behavior, circumstances or conditions that may affect child safety.
  • Make appropriate referrals to Federal, State, and local officials.
  • Provide crisis intervention and guidance to callers regarding clinical components of crisis intervention to callers who are experiencing a crisis.
  • Document all calls electronically.
  • Provide all information for reports in a timely manner.
  • Follow all protocols and policies in answering calls.
  • Bachelors in social work, psychology, criminal justice, sociology or related field of study or some other relevant degree.
  • Uphold confidentiality in all areas of the service population.
Basic Qualifications:
  • Minimum of 2 years of experience working with immigrant populations and/or child welfare field.
  • Bi-lingual English and Spanish.
  • Must be capable of successfully completing a Public Trust Clearance or held one within the past 2 years.
Preferred Skills/Experience:
  • Minimum of 2 years experience working with unaccompanied children or refugee minors
  • Trained in interviewing at risk children.
  • Minimum of 2 years' experience interviewing children.
  • Experience with Office of Refugee Resettlement populations.
  • Ability to work weekends, nights, evenings, and holidays as needed or requested by the position.
Professional Skills:
  • Strong oral and written communication skills.
  • Strong analytical, problem-solving, and decision-making capabilities.
  • Strong attention to detail.
  • Ability to multi-task in a fast-paced environment.
  • Ability to work well both individually and in a team environment.
  • Ability to prioritize multiple tasks while demonstrating the initiative to work with minimum supervision.
  • Ability to work with all levels of internal staff, outside clients, and vendors.
  • Ability to be flexible to handle multiple priorities.
  • Proficiency in MS Office Applications (Word, PowerPoint, Outlook, Excel, Project) and MS SharePoint.
  • Sound business ethics, including the protection of proprietary and confidential information.

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