ORR National Call Center - Lead Call Specialist

Expiring today

Phoenix, AZ
Aug 30, 2017
Sep 25, 2017
Customer Service
Full Time
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.




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.
Education BA Social Work / Human Services / Social Science degree + 5 years of post-graduate experience in Social Work / Human Services field ----OR---- MSW or equivalent degree + 2 years of post-graduate experience in Social Work / Human Services field. Supervisory experience preferred.

Qualifications Experience in customer service, immigrant populations, interviewing/screening children, crisis intervention, and trauma-informed care systems highly desirable. Bilingual English & Spanish required.

  As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.