Elder Fraud Hotline/Case Management Specialist - Victim Services (On-Call REMOTE ROLE)

Elder Fraud Hotline / Case Management Specialist -Victim Services

As Elder Fraud Hotline / Case Management Specialist you will perform a range of case-management, information sharing, referral, training, planning, analytical, writing, problem-solving and related work in support of ICF’s implementation of a nationwide hotline serving older Americans who have been victims of fraud.

You will also provide training and technical assistance for federal, state and local clients around this issue. You will engage in solution-focused work with victims of elder fraud and allied professionals.

You will provide follow-up assistance as needed. You will also provide subject matter expertise (SME) to ICF project teams and assist with development and review of deliverables.

THIS IS AN ON-CALL PART-TIME POSITION, you are required to be available between 10 am - 6 pm EST. You can work 100% remote work anywhere within the US.

This position requires a Public Trust security clearance. Applicants will be subject to government security investigation to obtain clearance PRIOR TO START DATE.

What you will do

• Providing expertise and staff support for a nationwide hotline
• Provide excellent customer service to all callers
• Meeting service metrics for this project
• Understanding the complexities of elder fraud and resources to assist victims
• Providing complete case management for individuals reporting cases from filling out forms to warm hand-offs with appropriate organizations
• Updating and maintaining complete and accurate records
• Updating and maintaining resource lists
• Identifying and sharing trending information from hotline reports
• Provide feedback and expertise to multiple ICF teams to develop communications plans, materials, and public awareness campaigns
• Ensure compliance with all relevant state and federal requirements related to running a call center that provides direct services
• Work with ICF teams to ensure consistent availability of underlying technology to minimize any disruptions to call center operations
• Develop and maintain strategic partnerships with allied organizations and groups serving a similar population
• Supporting data collection, analysis and report writing
• Performing other related duties as assigned

The work requires substantial collaboration with a variety of ICF points of contact across business / functional divisions, as well as with organizations from the field.

You will have to plan and carry out concurrent activities that will ensure a timely and orderly provision of a set of deliverables.

The successful candidate must display decisiveness, diplomacy and sound judgment in resolving difficult problems in work assignments, which are often of a complex and sensitive nature.

The candidate must demonstrate excellent technical writing skills, be able to multi-task, and display sensitivity to the confidential nature of ICF’s work with clients in the Victim Services portfolio.

Your minimum qualifications :

• Bachelor's degree in Human Service subject matter area
• At least 3 years working with older adults experiencing victimization, elder abuse and / or fraud
• At least 2 years of experience delivering TTA to victim service programs

Additional skills we expect you to have

• Demonstrated, high level technical writing skills
• Demonstrated knowledge of victim service programming for older adults in the United States across a wide variety of service areas
• Demonstrated experience in staffing a Call Center / Hotline or providing services in a fast-paced environment
• Experience in helping victims file reports and connect with resources
• Ability to manage multiple cases within the same time frame
• Demonstrated ability to accurately report service levels and duration
• Experience working with a diverse team housed in a variety of locations
• Experience with grant / contract compliance
• Experience with compliance around maintaining data integrity and victim confidentiality
• Detailed knowledge of and experience working with local victim service providers, state victim service coalitions, and allied professions
• Ability to create and manage timelines and tasks in a fast-paced environment, and collaborate with other teams to complete project deliverables
• Ability to perform effectively in a client-service oriented environment and familiarity with government structure and government agencies
• Proficiency with MS Office

Skills we would like you to have

• Master’s Degree in Human Service subject area
• Experience working in systems that serve older victims of crime
• Understanding and experience working on national level efforts
• Experience analyzing quantitative and qualitative data

Professional skills you will use

• Ability to communicate with excellence, both orally and in writing
• Demonstrated highly professional demeanor
• Excellent interpersonal and coalition building skills
• Ability to work with various levels of internal staff, as well as clients, grantees, and vendors

JWPCD

SPVSICF