Immigrants And Refugees
Hotline Counselor
posted May 16, 2023
Location: Manhattan
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Classification: Administrative Support Worker
Department: Immigrant and Refugee Services
Program / Contact:
Reports To: Director of Operations and Director of Hotline Services and Training
Position ID: various
Pay Range: $21.98 - $23.35/hour (35 hours/week)
Supervisory Responsibilities: No

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

Duties and Responsibilities:

  • 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.
  • Conduct telephonic legal orientations, as required, for the LOPC Call Center.
  • Use ReferNet to document all services provided to callers, maintain and report client statistical data, and implement new text-to-chat feature.
  • Use the On-line Scheduling System to make appointments for custodians to attend LOPC orientations.
  • Prepare and mail informational packets to custodians who cannot attend an LOPC orientation in person.
  • 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 and LOPC Call Center 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.
  • Document all services provided to callers and maintain and report client statistical data.
  • 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:

  • 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.

Skills, licenses, and/or competencies required:

  • Bilingual English and Spanish.
  • Flexibility to work 9 am to 5 pm, or 12 noon to 8 pm 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.

COVID-19 Adjustment: Position will be onboarded virtually. Potential to orient to the physical office space in person depending on CDC and agency requirements at the time of onboarding. Updates to protocol are implemented on a regular basis.

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.