ORR National Call Center - Lead Call Specialist
ORR National Call Center – Lead Call Specialist General Dynamics Information Technology (GDIT) supports the Office of Refugee Resettlement (ORR). Our programs provide children in need with critical resources to assist them in becoming integrated members of American society. Unaccompanied alien children apprehended by the Department of Homeland Security (DHS) immigration officials are transferred to the care and custody of ORR. ORR promptly places an unaccompanied child in the least restrictive setting that is in the best interests of the child, taking into consideration danger to self, danger to the community, and risk of flight. ORR takes into consideration the unique nature of each child’s situation and incorporates child welfare principles when making placement, clinical, case management, and release decisions that are in the best interest of the child. THIS POSITION IS CONTINGENT ON AWARD.Lead Call Specialist
- Provide front-line shift supervision of ORR NCC Call Specialists Monitor team performance to ensure contractual requirements are being metEnsure staff follow proper reporting procedures to law enforcement/CPS, ORR and other required stakeholders.Provide first line of quality assurance of call center performanceCoordinate call center logistics and staffing with project management to ensure full coverage and uninterrupted operationsAssist in hiring and training Call SpecialistsProvide crisis intervention and assess caller needs as a support function to Call SpecialistsProvide backup coverage for Call Specialists, as needed Identify training and technical assistance needs and present to project managementComplete reports and other assignments assigned by project managementParticipate in meetings, as requiredCollaborate with ORR, law enforcement, community partners and other stakeholders, as neededDocument and assist in managing any concerns regarding NCC service provisionParticipate in special projects, as required.