ON-CALL ELDER FRAUD HOTLINE/CASE MANAGEMENT SPECIALIST

Job Description:

As an Elder Fraud Hotline Specialist, you will perform a range of case-management, information sharing, referral, training, planning, analytical, writing, problem-solving and related work in support of ICF’s implementation of a nationwide hotline serving older Americans who have been victims of fraud. You will also provide training and technical assistance for federal, state and local clients around this issue. You will engage in solution-focused work with victims of elder fraud and allied professionals. You will provide follow-up assistance as needed. You will also provide subject matter expertise (SME) to ICF project teams and assist with development and review of deliverables.

THIS IS AN ON-CALL, part-time hours position based on project needs.

This position requires obtaining a Public Trust Clearance PRIOR to the start date.

Key Responsibilities:

• Provide expertise and staff support for a nationwide hotline
• Provide excellent customer service to all callers
• Meet service metrics for this project
• Understand the complexities of elder fraud and resources to assist victims
• Provide complete case management for individuals reporting cases—from filling out forms to warm hand-offs with appropriate organizations
• Update and maintain complete and accurate records and resource lists
• Identify and share trending information from hotline reports
• Provide feedback and expertise to multiple ICF teams to develop communications plans, materials, and public awareness campaigns
• Ensure compliance with all relevant state and federal requirements related to running a call center that provides direct services
• Work with ICF teams to ensure consistent availability of underlying technology to minimize any disruptions to call center operations
• Develop and maintain strategic partnerships with allied organizations and groups serving a similar population
• Support data collection, analysis and report writing
• Perform other related duties as assigned

Basic Qualifications:

• Bachelor's degree in Human Service subject matter area
• Minimum 3 years working with older adults experiencing victimization, elder abuse and/or fraud; Experience in helping victims file reports and connect with resources; Detailed knowledge of and experience working with local victim service providers, state victim service coalitions, and allied professions
• Minimum 2 years of experience delivering TTA to victim service programs
• Demonstrated experience in staffing a Call Center/Hotline
• Experience with grant/contract compliance
• Experience with compliance around maintaining data integrity and victim confidentiality
• Proficiency with MS Office
• U.S. citizenship is required by federal government contract.
• This position requires a Public Trust security clearance. Applicants will be subject to a government security investigation to obtain clearance prior to the start date.

Preferred Skills/Qualifications:

• Master’s Degree in Human Service subject area
• Experience working in systems that serve older victims of crime
• Understanding and experience working on national level efforts
• Experience analyzing quantitative and qualitative data

Professional Skills You Will Use:

• Ability to communicate with excellence, both orally and in writing
• Demonstrated highly professional demeanor
• Excellent interpersonal and coalition building skills
• Ability to work with various levels of internal staff, as well as clients, grantees, and vendors
• Ability to create and manage timelines and tasks in a fast-paced environment, and collaborate with other teams to complete project deliverables
• Ability to perform effectively in a client-service oriented environment and familiarity with government structure and government agencies

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Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. F