ICF Bilingual FRA (Family Reunification Application) Call Specialist | Remote in San Antonio, Texas

March 28, 2024

Job Description


The Bilingual FRA (Family Reunification Application) Call Specialist will be responsible for outbound and inbound calls to assist in identifying and supporting potential sponsors for unaccompanied children (UC). In particular, the FRA Call Specialist will assist potential sponsors in completing the FRA if needed, explain what supporting documentation is needed to be sent in with the FRA and assist callers with any tasks pertaining to the FRA. The position reports to FRA Call Specialist Supervisor. There might be up to 25% travel as needed.

ICF offers an excellent benefits package, an award-winning talent development program, and fosters a highly skilled, energized and empowered workforce.

Key Responsibilities:

  • Make and respond to all calls as needed.

  • Maintain composure and professionalism when calls involve reports of behavioral disruptions, mental health crisis, or runaway behaviors or requests for family emotional, behavioral, or psychological supports and interventions.

  • Work closely with the call center staff, ORR (client) and client’s stakeholders in the execution of deliverables and services.

  • Ensure compliance and state and federal requirements.

  • Triage all calls to assure appropriate level of response through referrals, service planning and documentation of services for the calls completed.

  • Assure uniform quality standards are applied to all calls.

  • Meet all deadlines required by program supervisor and federal partners.

  • Ability to effectively communicate in writing and verbally in English and Spanish

  • Work in cooperation with stakeholders including legal service providers, court officials, State and Federal partners.

  • Screen for behavior, circumstances or conditions that may affect child safety.

  • Complete tasks required pertaining to 30-day SWB assessments.

  • Complete ingoing/outbound calls to assess safety of clients who have been reunified, clients who are believed to have a safety concern, and

  • Make appropriate referrals to federal, state, and local officials.

  • Assess the need for crisis intervention and elevate call appropriately for further assistance.

  • Document all calls electronically.

  • Provide all information for reports in a timely manner.

  • Follow all protocols and policies in answering calls.

Basic Qualifications:

  • Active Tier 2 security clearance per contract requirements.

  • Bachelors degree.

  • Minimum of 2 years of experience working with immigrant populations and/or child welfare field.

  • Bilingual (English and Spanish)

Preferred Skills/Experience:

  • Minimum of 2 years’ experience working with unaccompanied children or refugee minors.

  • Minimum of 2 years’ experience interviewing children.

  • Experience with Office of Refugee Resettlement.

  • Ability to work weekends, nights, evenings, and holidays as needed or requested by the position.

Professional 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 work 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.

  • Proficiency in MS Office Applications (Word, PowerPoint, Outlook, Excel, Project) and MS SharePoint.

Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

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 (https://www.icf.com/legal/equal-employment-opportunity) .

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 [email protected] 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 workplace discrimination rights (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf) , the Pay Transparency Statement (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf) , or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act. (https://www.icf.com/legal/equal-employment-opportunity)

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:

$52,488.00 – $89,230.00

Nationwide Remote Office (US99)


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