Hotline Counselor MOIA - Rapid Response

Description

Summary:

The Hotline Department of the Immigrant & Refugee Services Division of Catholic Charities Community Service sis aleadingproviderof Hotline services,information management, and integration ofsameinto agency, statewide and national networks, as well asthe point ofcontact for reporting immigration legal servicesfraudfor

New York State .Underthesupervisionofthe Hotline Director of Operationsandin  collaborationwiththe

Hotline

Director,the Rapid Response Hotline Counselor will support callers with urgent needs related to immigration detention.

Other duties may be assigned.

• Answercallsonthe
  
  NYC Mayor’s Office of Immigrant Affairs (MOIA) Immigration Legal Hotlineandprovidegeneralinformationonimmigrationproceduresand policy developments.
• Use various systems and referral directories to conduct brief screening and make appointments and/or provide referrals to legal providers,ESOLclassesandother city-fundedimmigrationprogramsandresources.
• Assistvictimsofanti-immigrantfraudtofilecomplaintswithappropriatelaw enforcement authorities.
• Conduct dataentrytorecordtypes of services provided to caller sand to capture statistical data for the purposes of analyzing trends and responding to community needs.
• Adhere to agency and city policies to maintain client confidentiality.
• Maintain technology skills and adapt to changing procedures and systems, as needed.
• Engageinongoingtrainingonimmigrationlaws,regulations,proceduresanddevelopments, aswellassocialservicesavailabletounaccompaniedminors, asylees, refugees, and other groups of immigrant community members in need.
• Follow protocols to enhance caller experience and meet professional standards of customer service, incorporatingthegoalsofefficiency,empathyandissueresolution.
• Participateinoutreacheventsandphonebankstoprovideinformationserviceson newdevelopmentsthataffectimmigrants.
• Otherdutiesasrequired.

Flexibilitytowork9am-5pm, 10am-6pm, or12pm-8pmshifts,as wellasoccasional weekend shifts in response to emergent situations may be required. Funding for the position currently is through June 30, 2026; extension of the role after June 30, 2026 subject to continued funding

Thedemandsdescribedherearerepresentativeofthosethatmustbemetbyanemployeeto successfully perform the essential functions of this job.

• Remain stationary at a workstation and in meetings,and useacomputer at least 95% of the time.

• Graduationfromanaccreditedcollegeoruniversitywitha Bachelor’sdegreeinrelated field,orequivalentprofessionaltrainingrelatedtotheposition.
• Previousexperienceasimmigrationcounselor/paralegal,orexperienceinimmigration law and procedure preferred.

• Bilingual
  - English and a second language designated by Local Law 30 preferred.
• Excellent communication, listeningandcustomerservices skills.
• Proficiency in using computers and other technology and software to answer calls, input data, communicate with colleagues and community members;including working knowledge of MS Office (i.e., Microsoft Word, Excel, and Teams.)

Catholic Charities and Catholic Charities Community Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristics protected by law.