Call Analyst; SCA

Overview

GovCIO is currently hiring for a Call Analyst to support the operations of the ECCO.

The Call Analyst will, with their knowledge of the immigration lifecycle, respond to live questions and record in real time inquiries from individuals in custody; their attorneys, advocates, family, and friends; individuals in immigration proceedings, and other immigration stakeholders in resolving complaints and concerns in accordance with agency policies, procedures, and standards, particularly those related to conditions in detention and other custody related topics using established protocols.

This position will also require the Call Analyst to have specialized skills working with victims of immigration related crimes.

This position will be located in Irvine, CA. and will be an onsite position.

• Duties to include but not limited to the following:
• Using a victim-centered approach to acknowledge and support immigration crime victims and their families
• Promoting awareness of services available to immigration crime victims
• Building collaborative partnerships with community stakeholders assisting immigration crime victims
• Explaining to victims what information is available and helping victims understand the immigration enforcement and removal process
• Answer incoming calls in a timely manner from detention facilities and other stakeholders
• Apply critical thinking and immigration lifecycle knowledge to answer questions and provide a high level of service and accurate support
• Quickly establish a rapport with callers, asking probing and thoughtful questions to identify concerns while applying deep knowledge of immigration enforcement and detention facility processes to address caller issues
• Responsible for making database and manual queries related to individuals in detention or other persons in immigration proceeding through provided tools
• Able to discern and log relevant call information into a web-based case management system
• Work cases to be referred to an Officer/Agent, field offices or agency headquarters offices for follow-up review and action
• Leverage third-party telephonic interpreter services provided, as necessary
• Ability to review case files and other immigration enforcement documentation, and perform detailed analytical and research support services
• Ability to work independently and to manage and prioritize multiple tasks and work assignments

Associate's with 2 years of relevant experience (or commensurate experience).

• Experience working with victims of crimes and their family members
• A compassionate and caring demeanor when dealing with victims facing traumatic experiences
• Past experience with social work and social services preferred
• Must be a US Citizen
• Associate degree with two years of related experience; or five years of related experience if no degree
• Bi-lingual (a minimum proficiency of a Speaking 2+ in Interpretation Performance according to the Interagency Language Roundtable Scale or its equivalent - https://(Use the "Apply for this Job" box below)./ILRscale
  2.htm) Spanish and English (spoken and reading) is required for English
• Excellent reading comprehension, writing, and communication skills
• Experience with applying knowledge to make autonomous decisions on the correct path forward to support outcomes of the incoming calls to support mission needs
• Must perform at the minimum call intake performance metrics established

• Ability to attain and maintain DHS Public Trust Clearance

GovCIO is a team of transformers—people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

• During the Interview Process
• Virtual video interview conducted via video with the hiring…