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Program Associate for Central American Minors Hotline

2 months ago

Abilene, Texas, United States International Rescue Committee Full time
Requisition ID: req52063

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 Central American Minors (CAM) Hotline, part of the Processing team within the Resettlement, Asylum, and Integration (RAI) Department at the International Rescue Committee (IRC), is dedicated to providing accurate information regarding the CAM program to families in the United States and Central America. The Program Specialist will play a vital role in assisting applicants throughout the CAM process by addressing their inquiries and facilitating the resolution of critical processing challenges with governmental entities.

Key Responsibilities

Responsibilities encompass, but are not limited to:
  • Addressing inquiries received through various communication channels, including phone calls and text messages, utilizing Zendesk,
  • Evaluating callers for CAM eligibility and implementing the appropriate procedures for each case type,
  • Identifying 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 arrival orientations for CAM parole recipients,
  • Offering administrative assistance to the Program Officer as required.
Reporting Structure and Team Collaboration:
  • Position Reports to: Program Officer, CAM Hotline
  • Position directly supervises: N/A
Internal and External Contacts:
  • 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).
Job Requirements
  • Bilingual proficiency in Spanish and English is essential.
  • Advanced digital literacy, particularly in Microsoft Office, with a strong emphasis on Excel. Familiarity with Zendesk is advantageous.
  • Meticulous attention to detail and accuracy in work output.
  • Demonstrated ability to adapt and thrive in a dynamic team environment, remaining open to process modifications as necessary.
  • Exceptional written and verbal communication skills, effectively engaging with clients, colleagues, and partners in both English and Spanish.
Education:
  • A bachelor’s degree or equivalent experience, along with 1-2 years of relevant professional experience. Experience in the resettlement or immigration sector is preferred, with a demonstrated understanding of the CAM program being a plus.
Work Environment:
  • This role necessitates full-time remote work and may require occasional weekend and evening hours.
Compensation: Compensation ranges are applicable to candidates based in the United States, determined by various factors including labor market conditions, job type, internal equity, and budget considerations. Offers are calibrated based on work location, individual candidate experience, and skills in relation to the defined job requirements.

Gender Equality: The IRC is committed to promoting gender equality in leadership roles. We provide benefits that foster an inclusive environment for women in our workforce, including parental leave and gender-sensitive security protocols.

Equal Opportunity Employer: We are an equal opportunity employer and value diversity within our organization. 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 IRC offers a comprehensive and competitive benefits package. All US employees are eligible for sick leave, a 403b retirement savings plan with immediate vesting matching contributions, and an Employee Assistance Program available to staff and their families during times of crisis and mental health challenges.

Additionally, full-time employees qualify for 10 US paid holidays, 20-25 paid time off days, disability and life insurance, and medical, dental, and vision insurance with employee contributions starting at $135, $7, and $5 per month, respectively. Part-time employees are entitled to a proportionate amount of paid time off. These benefits apply to employees who work at least 6 months within a 12-month period.