Rapid Response - Hotline Counselor

Description

The Hotline Department of the Immigrant & Refugee Services Division of Catholic Charities Community Services is a leading provider of Hotline services, information management, and integration of same into agency, statewide and national networks, as well as the point of contact for reporting immigration legal services fraud for New York State.

Under the supervision of the Hotline Director of Operations and in collaboration with the Hotline Director, the Rapid Response Hotline Counselor will support callers with urgent needs related to immigration detention.

Essential Duties and Responsibilities

• Collaborate with the Director of Hotline Operations, Hotline Director and Team Coordinators to handle urgent calls from individuals in or facing imminent detention, or whose loved ones are detained.
• Schedule appointments, provide appropriate and directed referrals for legal and other services, and complete Rapid Response requests.
• Stay up-to-date on accurate referral pathways, including for New Yorkers who are detained in other states.
• Share Pro Se resources, Know Your Rights tips, and general information about immigration court proceedings, utilizing the detainee locator, and other resources to callers seeking time-sensitive support. This may include sending printed information packets.
• Participate in training on immigration laws, regulations, procedures and developments, with a focus on staying current on emergent issues related to enforcement, detention and removal of immigrant New Yorkers.
• Assist victims of immigration consultant fraud to file complaints with the appropriate law enforcement authorities.
• Participate in outreach events and evening phone banks to provide information about hotline services, as well as new developments that affect immigrants.
• Enter data accurately and in a timely manner, and compile reports on enforcement trends to help ensure resources distributed are responsive to community needs.

Position Type and Expected Hours of Work

Flexibility to work 9am-5pm, 10am-6pm, or 12pm-8pm shifts, as well as occasional weekend shifts in response to emergent situations may be required. Funding for the position currently is through June 30, 2026; extension of the role after June 30, 2026, is subject to continued funding.

Working Conditions and Physical Demands

The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job :

Qualifications

Education and / or Experience

Skills, Licenses and / or Competencies

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.

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