Summary: 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.

EssentialDutiesandResponsibilitiesincluding the following: Other duties as assigned.

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.

PositionType andExpectedHoursofWork:

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

Workingconditionsandphysicaldemandsrequired:

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

Remain stationary at a workstation and in meetings and use a computer at least 95% of the time.
Transport laptop and event-related materials to on-site and remote workstations.
Travel, as needed, by using public transportation or vehicle, traverse City streets, occasionally ascend/descend stairs, and be exposed to outside weather conditions.

Qualifications

Educationand/orexperiencerequired:

Graduation from accredited college or university or equivalent professional training related to the position.
Previous experience in handling immigration hotlines preferred.
Previous experience as an immigration counselor/paralegal or experienced in immigration law required.

Skills,Licensesand/orcompetenciesrequired:

Bilingual: English and a second language designated by Local Law 30.
Ability to manage high-volume communication and priorities for a fast-paced hotline.
Ability to manage many urgent demands at once.
Excellent attention to detail.
Highly organized.
Excellent interpersonal, organizational, administrative and communication skills.
Ability to work both independently and in highly collaborative team environment.
Proficiency in using computers and other technology and software to answer calls, input data, communicate with colleagues and community members; including working knowledge of MS Office (i.e., Microsoft Word, Excel, and Teams.)

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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Rapid Response - Hotline Counselor