The posting
Job Description
Job Title: Hotline Counselor – SPANISH
Location: 80 Maiden Lane, New York, NY
FLSA Status: Full Time TEMP, Non-Exempt
Classification: Administrative Support Professional
Division: Immigrant & Refugee Services
Department: Hotline Services
Reports to: Hotline Director of Operations and Team Coordinator
Supervisory Responsibilities: Yes No X
The salary for this position is: $27.47 - $30.21 per hour.
Summary: The Hotline Services Department of the Immigrant & Refugee Services Division of Catholic Charities Community Services (CCCS) is a leading provider immigration hotline services. The MOIA Immigration Legal Support Hotline is one of two hotlines operated by CCCS through the Hotline Services Department. The hotlines provide New Yorkers with accurate and timely information about immigration law and practice, make referrals to appropriate service providers, facilitate complaints to law enforcement from victims of fraud, and offer other specialized services.
With supervision and guidance from the Hotline Director of Operations and the Team Coordinator, and in collaboration with the Hotline Director, the Hotline Counselor will support callers with urgent needs related to immigration enforcement.
Essential Duties and Responsibilities
- Answer calls on the Immigration Legal Support Hotline and provide general information regarding immigration procedures, policies, and developments.
- Collaborate with the Director of Hotline Operations, Hotline Director, and other Team Coordinators to receive, assess, and respond to rapid response calls, including urgent requests from individuals and families facing imminent removal, detention, or other time-sensitive immigration matters.
- Handle rapid response requests by gathering relevant information, assessing immediate needs, coordinating with appropriate internal and external resources, and completing referrals or follow-up as appropriate.
- Schedule appointments, provide meaningful referrals, and complete Rapid Response requests in a timely and accurate manner.
- Share pro se resources, Know Your Rights information, and general guidance regarding immigration court proceedings, including use of the detainee locator and other available resources to assist callers seeking time-sensitive support in removal matters.
- Participate in ongoing training on immigration laws, regulations, procedures, and policy developments, with a focus on staying current on emerging issues related to enforcement, detention, and removal, including matters affecting unaccompanied children, asylum seekers, refugees, and other New York City immigrants.
- Assist victims of immigration consultant fraud in filing complaints with appropriate law enforcement and other relevant authorities.
- Participate in outreach events, phone banks, and other community engagement activities to provide
- information about Hotline services and emerging developments affecting immigrant communities.
- Complete timely and accurate data entry to document services provided to callers and capture client and service data for the purpose of analyzing trends, evaluating needs, and strengthening the Hotline’s response to community needs.
- Perform other duties as assigned.
Requirements
Position Type and Expected Hours of Work
- Flexibility to work either a 9:00 a.m.–5:00 p.m. or 12:00 p.m.–8:00 p.m. shift, as well as 9:00 a.m.–5:00 p.m. weekend shifts, as needed. Scheduling is based on Hotline coverage needs.
- Funding for this position is currently secured through June 30, 2027. Continuation of the position beyond June 30, 2027 is subject to the availability of continued funding.
Working Conditions and Physical Demands Required
The demands described below 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 for at least 90% of the workday.
- Travel, as needed, by public transportation or vehicle; traverse City streets; occasionally ascend and descend stairs; and work in or be exposed to outdoor weather conditions.
- Carry a laptop and event-related materials and documents to off-site work locations.
Qualifications
Education and/or Experience Required
- Graduation from an accredited college or university, or equivalent professional training and experience related to the position.
- Previous experience handling immigration hotline calls preferred.
- Previous experience as an immigration counselor or paralegal, or demonstrated experience working with immigration law, preferred.
Skills, Licenses and/or Competencies Required
- Bilingual proficiency in English and a second language designated by Local Law 30, preferably Spanish.
- Ability to manage high-volume communications and competing priorities in a fast-paced hotline environment.
- Ability to effectively manage multiple urgent and time-sensitive demands simultaneously.
- Excellent attention to detail.
- Highly organized and able to manage multiple tasks and priorities effectively.
- Excellent interpersonal, organizational, administrative, and written and verbal communication skills.
- Ability to work independently while also functioning effectively within a highly collaborative team environment.
- Proficiency with computers and other technology and software used to answer calls, document services, enter data, and communicate with colleagues and community members, including working knowledge of Microsoft Office applications, including 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.
