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Specialist in Central American Minors Program
2 months ago
Job Title: Program Specialist, CAM Hotline
Sector: Communications
Employment Category: Fixed Term
Employment Type: Full-Time
Compensation: USD Hourly
Location: Remote
Work Arrangement: Fully Remote
Job Overview
The Program Specialist is a vital member of the Processing team within the Resettlement, Asylum, and Integration (RAI) Department. The Central American Minors (CAM) Hotline serves as a crucial resource, delivering accurate information regarding the CAM program to families located in various regions. This role involves guiding applicants through the CAM process by addressing their inquiries and resolving significant processing challenges with governmental agencies. The Program Specialist will manage client communications through various channels, including phone, text, and email, while also monitoring trends in case progression.
Key Responsibilities
Responsibilities encompass, but are not limited to:
- Addressing inquiries received via phone calls and text messages utilizing Zendesk,
- Evaluating callers for CAM eligibility and determining the appropriate procedures for each case type,
- Identifying client needs and providing referrals to local social and immigration services,
- Highlighting recurring issues in CAM processing reported by callers,
- Delivering Know Your Rights information to all families involved in the CAM program and conducting orientation sessions for CAM parole recipients,
- Offering administrative assistance to the Program Officer as required.
- Position Reports to: Program Officer, CAM Hotline
- Position directly supervises: N/A
- Internal: Senior Program Specialist, CAM Hotline, Program Specialist, CAM Hotline, CAM Hotline Interns, HQ Family Reunification team.
- External: International Refugee Assistance Project (IRAP), Kids in Need of Defense (KIND).
- Bilingual proficiency in Spanish and English is essential.
- Strong digital literacy: Advanced knowledge of Microsoft Office, particularly Excel. Familiarity with Zendesk is advantageous.
- Meticulous attention to detail and accuracy in work output.
- Demonstrated ability to adapt in a dynamic team environment and willingness to adjust to process changes as necessary.
- Exceptional written and verbal communication skills: effectively engaging with clients, colleagues, and partners in both English and Spanish.
- Undergraduate degree or equivalent experience. 1-2 years of relevant professional experience. Experience in the resettlement or immigration sector is preferred, with demonstrated knowledge of the CAM program being a plus.
- This role necessitates full-time remote work and may involve occasional weekend and evening commitments.
Gender Equality: The organization is dedicated to promoting gender equality in leadership roles. We provide benefits that foster an inclusive environment for women, including parental leave and gender-sensitive security protocols.
Equal Opportunity Employer: We are an equal opportunity employer and value diversity within our workforce. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We ensure that individuals with disabilities receive reasonable accommodations to participate in the job application or interview process, perform essential job functions, and access other employment benefits.
US Benefits: The organization offers a comprehensive and competitive benefits package. All US employees are eligible for sick leave, a 403b retirement savings plan with matching contributions, and an Employee Assistance Program to support staff and their families during crises.
Additionally, full-time employees are entitled to paid holidays, paid time off, disability and life insurance, and medical, dental, and vision insurance with minimal employee contributions. Part-time employees receive a proportionate amount of paid time off. These benefits apply to employees who work a minimum of six months within a twelve-month period.
