CAM Hotline Program Coordinator

1 week 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 Program Specialist is an integral member of the Processing team within the Resettlement, Asylum, and Integration (RAI) Department at the International Rescue Committee. The Central American Minors (CAM) Hotline serves as a vital resource, delivering accurate information regarding the CAM program to families in the United States and Central America. This role involves guiding applicants through the CAM process by addressing their inquiries and facilitating the resolution of significant processing challenges with governmental entities. The Program Specialist will manage client communications through various channels, including phone, text, and email, while 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 needs and directing clients to local social and immigration services,
  • Highlighting recurring issues in CAM processing reported by callers,
  • Providing Know Your Rights information to all families engaged 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.
  • 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 be receptive to process modifications as necessary.
  • Exceptional written and verbal communication skills: effectively engaging with clients, colleagues, and partners in both English and Spanish.
Education:
  • Undergraduate degree or equivalent experience. 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 position necessitates full-time remote work and may involve occasional weekend and evening hours.
Compensation: The compensation structure is based on various factors, including labor market conditions, job type, internal equity, and budget considerations. Offers are tailored to work location, individual candidate experience, and skills in relation to the specified job requirements.

Gender Equality: The International Rescue Committee 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 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 matching contributions, and an Employee Assistance Program for support during crises and mental health challenges.

Additionally, full-time employees qualify for 10 US paid holidays, 20-25 paid time off days, disability and life insurance, as well as medical, dental, and vision insurance with minimal employee contributions. Part-time employees are entitled to a proportionate amount of paid time off, applicable to those who work at least 6 months within a 12-month period.

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