Job Overview:

Part of the Processing team within IRC’s Resettlement, Asylum, and Integration (RAI) Department, the Central American Minors (CAM) Hotline provides reliable information about the CAM program to families across the US, El Salvador, Honduras, and Guatemala. At the CAM Hotline, we accompany applicants through the CAM process by answering their questions and elevating and resolving critical processing issues with the government. The Program Specialist will respond to client inquiries via phone, text, and email, tracking case progression trends.

The term for this position is from September 16, 2024, through July 15, 2025.

An offer and an extension for this position are contingent on funding.

Major Responsibilities:

Responsibilities include, but are not limited to:

• Provide CAM Case Management updates to clients using Zendesk while maintaining detailed tracking of all notifications and trends.
• Answer live calls from clients with CAM Case Management needs.
• Respond to queued inquiries received via phone calls and text messages.
• Screen callers for CAM eligibility, identifying and implementing the appropriate procedures for each case type.
• Assess the needs and provide referrals to local social and immigration services.
• Flag trending issues in CAM processing that callers report to you.
• Provide Know Your Rights information to all families in the CAM program and an arrival orientation to CAM parole recipients.
• Provide administrative support to the Program Officer as needed.

Job Requirements:

• Undergraduate degree or equivalent experience.
• 1-2 years of relevant professional experience.
• Experience in resettlement or immigration field preferred, shown in-depth knowledge of the CAM program a plus.
• Bilingual proficiency in Spanish and English is required.
• Strong digital literacy: Advanced knowledge of Microsoft Office, especially Excel. Previous experience with Zendesk and Immigration & Refugee Immigration System (IRIS) is a plus.
• Strong attention to detail and accuracy in work product.
• Shown ability to remain flexible to work in a fast-paced team environment and be open to adjusting to process changes as needed.
• Excellent written and oral communication skills: communicating efficiently with clients, colleagues, and partners in English and Spanish.