Call Center Tier 3 Supervisor - Remote

The Tier 3 Supervisor will be responsible for reviewing and responding to all calls requiring clinical responses from the ORR Call Center.
The position reports to the Clinical Manager for the Call Center.ICF offers an excellent benefits package, an award winning talent development program, and fosters a highly skilled, energized and empowered workforce.Key Responsibilities:
+ Review and/or respond to all calls as needed requiring clinical responses to calls involving reports of abuse or requests for family emotional, behavioral, or psychological supports and interventions+ Review and/or respond to all calls as needed from unaccompanied minors+ Work closely with the call center staff, ORR (client) and client s stakeholders in the execution of deliverables and services+ Directly supervise all tier 2 and tier 3 call specialists+ Enforce uniform quality standards are applied+ Provide appropriate clinical responses directly and through call center staff.+ Review all child abuse reports and assure they are reported accurately to local authorities+ Triage calls to appropriate Tier 2 and Tier 3 specialists+ Provide crisis intervention and guidance to staff regarding clinical components of crisis interventionBasic Qualifications:
+ Bachelors in social work or some other clinically focused degree+ Minimum of 5 years of experience in responding to reports of abuse regarding children, youth, or families in a hotline or investigatory role+ Minimum of 5 years of experience in responding to crisis calls from children, youth, or families+ Minimum of 2 years experience interviewing children+ Minimum of 3 years experience supervising staff who are responsible for working with children and familiesPreferred Skills/Experience:
+ Bi-lingual English and Spanish preferred+ Minimum of 5 years experience working with unaccompanied children or refugee minors+ Trained in interviewing children+ Experience with Office of Refugee Resettlement+ Minimum of 2 years experience as a supervisor or manager on a child abuse hotline+ Ability to travel up to 25%Professional Skills:
Strong project management skills+ Strong oral and written communication skills+ Strong analytical, problem-solving, and decision making capabilities+ Strong attention to detail+ Ability to multi-task in a fast-paced environment+ Ability to work well both individually and in a team environment+ Ability to prioritize multiple tasks while demonstrating the initiative to complete projects with minimum supervision+ Ability to work with all levels of internal staff, as well as outside clients and vendors+ Ability to be flexible to handle multiple priorities and to work limited overtime as necessary+ Proficiency in MS Office Applications (Word, PowerPoint, Outlook, Excel, Project) and MS SharePoint+ Sound business ethics, including the protection of proprietary and confidential informationWorking at ICFWorking at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day.
Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe.
We believe in collaboration, mutual respect, open communication, and opportunity for growth.We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive.
We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status.
Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals.
For more information, please read our EEO & AA policy ( .
Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process.
To request an accommodation please email .
@icf.com and we will be happy to assist.
All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
Read more about non-discrimination:
EEO is the law ( and Pay Transparency Statement ( .
Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.
The pay range for this position is $42,424.00 - $72,121.00Nationwide Remote Office (US99)Need help? We're here:
@icf.comAbout ICFICF (NASDAQ:
ICFI) is a global consulting and technology services company with approximately 8,000 full and part-time employees, but we are not your typical consultants.
At ICF, business analysts and policy specialists work together with digital strategists, data scientists and creatives.
We combine unmatched industry expertise with cutting-edge engagement capabilities to help organizations solve their most complex challenges.
Since 1969, public and private sector clients have worked with ICF to navigate change and shape the future.
Learn more at icf.com.