Call Center Tier 2 Call Specialist | Remote

ICF Remote
call center remote calls crisis children icf family mental mental health health call center crisis intervention interviewing
February 14, 2023
San Antonio, TX
The Tier 2 Call Specialist will be responsible for responding to crisis calls from children, sponsors, and family members in which behavioral disruptions, mental health crisis, or runaway behaviors are the target of the call. The position reports to the Tier 3 Supervisor for the Call Center. Up to 25% travel.

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

Key Responsibilities:

Respond to all calls as needed involving 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.

Triage all calls to assure appropriate level of response is being provided

Assure uniform quality standards are applied to all calls.

Provide appropriate responses directly.

Provide crisis intervention and guidance to callers regarding clinical components of crisis intervention.

Refer all calls regarding abuse to Tier 3 supervisor.

Document all calls in call log electronically.

Provide all information for reports in timely manner.

Follow all protocols and policies in answering calls.

Basic Qualifications:

Bachelors in social work or some other relevant degree.

Minimum of 3 years of experience in responding to crisis calls from children, youth, or families.

Minimum of 3 years of experience working in child welfare setting.

Bi-lingual English and Spanish.

Preferred Skills/Experience:

Minimum of 5 years experience working with unaccompanied children or refugee minors.

Trained in interviewing children.

Minimum of 2 years experience interviewing children.

Minimum of 1 years of experience with Office of Refugee Resettlement.

Professional Skills:

Strong project management 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 and 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, PowerPoint, Outlook, Excel, Project) and MS SharePoint.

Sound business ethics, including the protection of proprietary and confidential information.

Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth.

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.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email [email protected] and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about non-discrimination: EEO is the law and Pay Transparency Statement.

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The pay range for this position is:

$42,424.00 - $72,121.00

Nationwide Remote Office (US99)

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