Hotline Worker Jobs (NOW HIRING)

Description

Job Description

Summary:

The Immigrant & Refugee Services Division of Catholic Charities Community Services (CCCS) comprises five departments that serve New York’s immigrant and refugee populations: Hotline Services, Immigration Legal Services, Refugee Resettlement, the Day Laborers Program, and the International Center (ESOL and civics). Through the Hotline Services department, CCCS operates two immigration legal hotlines that provide New Yorkers with accurate and timely information about immigration law and practice, make referrals to service providers, facilitate complaints to law enforcement from victims of fraud, and offer other specialized services. The current hotlines are the New York State New Americans Hotline, which is open seven days a week including evenings, and New York City’s MOIA Immigration Legal Hotline, open five days a week including evenings and periodic Saturdays. Together, the hotlines handle more than 45,000 calls per year, offering client-centered services in over two hundred languages.

Salary: $125,000 - $130,000. annually, exempt.

Location: 80 Maiden Lane, New York, NY, 10038.

Under the supervision of the Co-Director of Immigrant & Refugee Services, the Director of Hotline Services will lead the department, overseeing contract compliance, funder relationships, and fiscal management; providing leadership and support to the Hotline teams; and engaging in information services and professional development activities. The position is responsible for providing immigration legal expertise, strategic planning, and program design and implementation. The Director works with external stakeholders and with partners throughout the Division and the agency, and is an active participant in divisional planning.

Responsibilities:  

Leadership and Strategic Direction

• Provide strategic direction, leadership, and management of services and activities for the Hotline Services department, including guidance and oversight on accurate, relevant, and thorough immigration legal and practice information.
• Work with Division Co-Director, Department Directors, agency principals, and external stakeholders to continuously improve and modernize Hotline and immigration information services; develop program initiatives responsive to evolving community needs.
• Act as a Division spokesperson through advocacy, liaising, outreach, education, media, and other engagement.

Program Oversight and Quality Assurance

• Develop and direct the work of the Hotline team, ensuring provision of excellent customer service to immigrant New Yorkers.
• Direct and oversee all immigration legal information and advice provided to callers to ensure accuracy, timeliness, and adherence to professional and ethical requirements. Provide ongoing training and updates to staff.
• Develop, implement, and ensure adherence to call response and quality assurance protocols and best practices.
• Oversee data management systems and delivery planning, as well as milestone tracking for strategic initiatives implementation.
• Oversee Office of New Americans immigration fraud reporting program through the ONA hotline and build and maintain relationships with government law enforcement partners, the Protect Immigrant New Yorkers (PINY) working group, and others as appropriate.

Staffing, Training and Performance Management

• Hire, supervise, guide, and support staff; monitor and evaluate staff performance through spot-checks and follow-up, including skills-based training.
• Provide day-to-day oversight to ensure that performance, outcomes, and targets are met.
• Provide appropriate training; ensure understanding of procedures, protocols, and contractual requirements; troubleshoot as needed.

Compliance, Contracts, and Administration

• Manage and implement contracts and budgets and comply with required deliverables and timelines. Prepare department budgets, contractual documents, financial tracking, and funder reports.
• Work closely with funders to ensure mutual understanding and service provision.
• Ensure staff compliance with contractual and administrative requirements, and accomplishment of established objectives; provide oversight of preparation and submission of all project and data reports.

Partnerships & External Engagement

• Manage relationships with funders, including timely and accurate reporting and development of new initiatives as needed.
• Actively participate in committees, working groups, and collaboratives on topics relevant to the hotline’s services, e.g., preventing and reporting fraud, funding coalitions, referral services, and rapid response. Engage in outreach, including presentations at community events and training programs.
• Administer NYS Continuing Legal Education program and St John’s Law School Clinic in partnership with CCCS legal services department, as needed.
• Represent CCCS to private, public, media, internal and other stakeholders and agencies. 

Internal Reporting

• Provide regular programmatic reports for presentation to the Board of CCCS and the Catholic Charities’ Board of Trustees. 
• Prepare periodic internal reports as needed.
• Other duties, as assigned. 

Education and/or experience required:

• Juris Doctor and active status as member in good standing of the bar in any state or D.C.
• At least seven years of post-JD experience in immigration law, preferably with experience in removal defense and pro bono programing.
• Experience in data and fiscal management strongly preferred.
• Minimum of three years supervising and mentoring others. 

 Skills, Licenses, and/or competencies required:

• Demonstrated leadership skills. 
• Highly motivated self-starter with strong problem-solving skills.
• Demonstrated project and time management skills, ability to work in a fast-paced environment, and ability to prioritize multiple complex tasks and use resources wisely.
• Excellent interpersonal and communication skills, with an aptitude for building relationships across disciplines, job titles, and agencies.
• Excellent writing and analytical skills.  
• Strong understanding of program management principles, including contract implementation, budget creation, and forecasting.
• Ability to work independently and in a highly collaborative team environment.
• Demonstrated commitment to public interest law and immigration legal services.
• Ability to work and communicate effectively and sensitively in a diverse and multicultural environment.

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.