Description

Summary: The Hotline Department of the Immigrant & Refugee Services Division of Catholic Charities Community Services is a leading provider of Hotline services, information management, and integration of same into agency, statewide and national networks, as well as the point of contact for reporting immigration legal services fraud for New York State. Under the supervision of the Hotline Director of Operations and in collaboration with the Hotline Director, the Rapid Response Hotline Counselor will support callers with urgent needs related to immigration detention.

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

• Answer calls on the NYC Mayor’s Office of Immigrant Affairs (MOIA) Immigration Legal Hotline and provide general information on immigration procedures and policy developments.
• Use various systems and referral directories to conduct brief screening and make appointments and/or provide referrals to legal providers, ESOL classes and other city-funded immigration programs and resources.
• Assist victims of anti-immigrant fraud to file complaints with appropriate law enforcement authorities.
• Conduct data entry to record types of services provided to callers and to capture statistical data for the purposes of analyzing trends and responding to community needs.
• Adhere to agency and city policies to maintain client confidentiality.
• Maintain technology skills and adapt to changing procedures and systems, as needed.
• Engage in ongoing training on immigration laws, regulations, procedures and developments, as well as social services available to unaccompanied minors, asylees, refugees, and other groups of immigrant community members in need.
• Follow protocols to enhance caller experience and meet professional standards of customer service, incorporating the goals of efficiency, empathy and issue resolution.
• Participate in outreach events and phone banks to provide information services on
• new developments that affect immigrants.
• Other duties as required.

Position Type and Expected Hours of Work:
Flexibility to work 9am-5pm, 10am-6pm, or 12pm-8pm shifts, as well as occasional weekend shifts in response to emergent situations may be required. Funding for the position currently is through June 30, 2026; extension of the role after June 30, 2026 subject to continued funding

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 workstation and in meetings, and use a computer at least 95% of the time.

Qualifications
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 a second language designated by Local Law 30 preferred.
• Excellent communication, listening and customer services skills.
• Proficiency in using computers and other technology and software to answer calls, input data, communicate with colleagues and community members; including working knowledge of MS Office (i.e., Microsoft Word, Excel, and Teams.)

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.