Hotline Counselor

Job Title: Hotline Counselor

Location: New York City, NY

FLSA Status: Full Time, Non-Exempt

Classification: Administrative Support Worker

Department: Immigrant and Refugee Services        Office: Immigration Hotline                                        

Reports to: Hotline Supervisor, Hotline Managing Attorney

Supervisory Responsibilities: No                                                                                                       

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Duties and Responsibilities:
  1. Provide general information and referral on processes, programs, developments, and related services and resources for immigration programs, legal developments, LOPC services available to the custodians of unaccompanied minors, ESOL training, and entrepreneurial support training, including all programs available through the NYS Office for New Americans. 
  2. Use ReferNet to document all services provided to callers, maintain and report client statistical data, and implement new text-to-chat feature.
  3. Participate in ongoing training on immigration laws, regulations, procedures and developments, as well as social services available to unaccompanied minors and their custodians, asylees, refugees, immigrants, and clients in need.
  4. Participate in outreach events in order to provide information about Hotline and LOPC Call Center services, as well as new developments that affect immigrants.
  5. Assist victims of anti-immigrant fraud to file complaints with appropriate law enforcement authorities.
  6. Adhere to call response and referral protocols.
  7. Participate in Hotline phone banks.
  8. Document all services provided to callers and maintain and report client statistical data.
  9. Other duties as required.

Position Type and Expected Hours of Work:

This is a full-time position that will require flexibility working two shifts: 9:00 AM to 5 PM and 12:00 PM to 8:00 PM Monday - Friday.

Working conditions and physical demands required:

The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  • Remain stationary at a work station and in meetings, and use a computer at least 85% of the time.

            Education and/or experience required:

  1. Graduation from an accredited college or university with a Bachelor’s degree in related field, or equivalent professional training related to the position. 
  2. Previous experience as immigration counselor/paralegal, or experience in immigration law and procedure preferred. 

            Skills, licenses, and/or competencies required:

  1. Bilingual English and a second language required; Mandarin, Cantonese, Russian, Arabic, French, Haitian, Creole, Spanish preferred.
  2.  Flexibility to work 9 am to 5 pm, or 12 noon to 8 pm shifts.
  3. Excellent communication skills.
  4. Comfort using technology and inputting data, including working knowledge of MS Office (i.e., Microsoft Word, Excel);

Participation in training for AIRS certification.

Job Summary

Hotline Counselor
Immigrant and Refugee Services
Graduation from an accredited college or university with a Bachelor’s degree in related field, or equivalent professional training related to the position.

How to Apply

Applicants must submit a resume and cover letter highlighting relevant past experience and qualifications, and state their position of interest and desired compensation. Submissions without this information will not be considered.

Please send resume and cover letter to: