Bilingual Safety and Well Being (SWB) Call Specialist | Remote

The Safety and Well Being (SWB) Call Specialist will be responsible for responding to providing quality services to the children, sponsors, community members and other callers, while maintaining professional judgement, especially in situations where the caller is in crisis. The position reports to Lead SWB Call Specialist. 

ICF offers an excellent benefits package, an award-winning talent development program, and fosters a highly skilled, energized, and empowered workforce. 

This will be a remote position.

Key Responsibilities:  

• Make and respond to all calls as needed.  
• Maintain composure and professionalism when calls involve reports of behavioral disruptions, mental health crisis, or runaway behaviors or requests for family emotional, behavioral, or psychological supports and interventions. 
• Work closely with the call center staff, ORR (client) and client’s stakeholders in the execution of deliverables and services.  
• Ensure compliance and state and federal requirements. 
• Triage all calls to assure appropriate level of response through referrals, service planning and documentation of services for the calls completed. 
• Assure uniform quality standards are applied to all calls. 
• Meet all deadlines required by program supervisor and federal partners.  
• Ability to effectively communicate in writing and verbally in English and Spanish  
• Work in cooperation with stakeholders, including legal service providers, court officials, State and Federal partners. 
• Assess ongoing changes in behavior, circumstances or conditions that may affect child safety.  
• Complete tasks required pertaining to 30-day SWB assessments.  
• Complete ingoing/outbound calls to assess safety of clients who have been reunified, clients who are believed to have a safety concern, and  
• Make appropriate referrals to Federal, State and local officials. 
• Recognize the need for crisis intervention and elevate a call for further assistance. 
• Document all calls electronically. 
• Provide all information for reports in a timely manner. 
• Follow all protocols and policies in answering calls. 

Basic Qualifications:  

• Bachelors degree.
• Minimum of 2 years of experience working with immigrant populations and/or child welfare field.  
• Bi-lingual English and Spanish.  
• Active Tier 2 Security clearance per contract requirements.

Preferred Skills/Experience:  

• Minimum of 2 years’ experience working with unaccompanied children or refugee minors. 
• Minimum of 2 years’ experience interviewing children. 
• Experience with Office of Refugee Resettlement. 
• Call Center experience.  
• Ability to work weekends, nights, evenings and holidays as needed or requested by the position. 

  

Professional Skills:  

• Strong oral and written communication skills  
• Strong analytical, problem-solving, and decision-making capabilities.  
• Strong attention to detail.  
• Ability to multi-task in a fast-paced environment.  
• Ability to work well both individually and in a team environment.  
• Ability to prioritize multiple tasks while demonstrating the initiative to work with minimum supervision.  
• Ability to work with all levels of internal staff, as well as outside clients and vendors.  
• Ability to be flexible to handle multiple priorities.  
• Ability to travel up to 25%  
• Proficiency in MS Office Applications (Word, PowerPoint, Outlook, Excel, Project) and MS SharePoint.  
• Uphold confidentiality in all areas of the service population.  
• Sound business ethics, including the protection of proprietary and confidential information. 

  

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 an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy.

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