Hotline Counselor

Position ID:



New York, NY

FLSA Status:

Full Time, Non-Exempt




Administrative Support Worker




Immigration & Refugee Services


Immigration Hotline

Reports to:

Hotline Supervisor



Supervisory Responsibilities:




Summary: 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, and other programs available through the NYS Office for New Americans.

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

  • Use ReferNet to document all services provided to callers, maintain and report client statistical data, and implement new text-to-chat feature.
  • 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.
  • Participate in outreach events in order to provide information about Hotline services, as well as new developments that affect immigrants.
  • Assist victims of anti-immigrant fraud to file complaints with appropriate law enforcement authorities.
  • Adhere to call response and referral protocols.
  • Participate in Hotline phone banks.
  • Document all services provided to callers and maintain and report client statistical data.

Position Type and Expected Hours of Work:

This is a full-time position that will require flexibility working two shifts: 9:00 AM to 5:00 PM and 12:00 PM to 8:00 PM Monday - Friday. Additional flexibility required for occasional work on weekends, for outreach activities and/or emergency operations.

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 and the phone at least 85% of the time.


Education and/or experience required:

  • Graduation from an accredited college or university with a Bachelor's degree in related field, or equivalent professional training related to the position.
  • Previous experience as immigration counselor/paralegal, or experience in immigration law and procedure preferred.
  • Previous experience as information & referral specialist preferred.

Skills, Licenses, and/or competencies required:

  • Bilingual in English and a second language required - Mandarin and/or Cantonese preferred; Russian, Arabic, French, Haitian Creole, Spanish secondary preference.
  • Flexibility for either 9 am - 5 pm or 12 noon - 8 pm shifts and occasional weekend shifts.
  • Excellent communication skills.
  • 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

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: