Bilingual - Call Center Specialist - Remote

• Respond to calls, providing resources, referrals, and guidance on how to navigate through the client's systems.
• Work closely with the call center staff, client and client’s stakeholders in the execution of deliverables and services.
• Triage all calls to assure appropriate level of response is being provided
• 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, to include legal service providers, court officials, State and Federal partners.
• Assess ongoing changes in behavior, circumstances or conditions that may affect child safety.
• Make appropriate referrals to Federal, State and local officials'
• Provide crisis intervention and guidance to callers regarding clinical components of crisis intervention to callers who are experiencing a crisis.
• Document all calls electronically.
• Provide all information for reports in timely manner.
• Follow all protocols and policies in answering calls.

• Bachelors in social work, psychology, Criminal justice, sociology or related field of study or some other relevant degree.
• Minimum of 2 years of experience working with immigrant populations and/or child welfare field.
• Bi-lingual English and Spanish.

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

• 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 complete projects 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 and to work limited overtime as necessary
• Proficiency in MS Office Applications (Word, Outlook, Excel) and MS SharePoint
• Sound business ethics, including the protection of proprietary and confidential information

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 committed to creating a culture where we embrace our differences in ideas and identities. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. Learn more about what we do http://www.icf.com/ and our commitment to inclusionhttps://www.icf.com/company/about/diversity-inclusion. $29,324.00 - $49,851.00 Arizona Remote Office (AZ99)