Program Specialist, Central American Minors (CAM) Hotline

Background

Founded in 1933, the International Rescue Committee is a leading non-sectarian, non-profit organization providing emergency relief, protection, rehabilitation assistance, resettlement services, and advocacy for refugees and victims of oppression or violent conflict. Staff and volunteers provide shelter, medical and public health assistance, education, training, and income-generating programs for refugees in nearly 30 countries. IRC also helps refugees resettle in the United States. IRC’s field offices across the US ensure that new arrivals have food, shelter, and clothing. IRC staff work with refugees to help them gain self-sufficiency through English language classes, job training, placement services, and participation in community activities. Committed to human dignity and self-reliance, the IRC symbolizes hope and renewal for those who have taken flight in search of freedom.

The Program Specialist, CAM Hotline, will manage a limited-term project to support families completing processing through the Central American Minors (CAM) parole program as a part of the Processing team within IRC’s Resettlement, Asylum, and Integration (RAI) Department. The Program Specialist will support a telephone hotline, respond to email inquiries from beneficiaries, and track case progression trends. The Program Specialist will report to the Program Officer. The term for this position is through September 20, 2025, with a possible extension.

Major Responsibilities

• Respond to inquiries received via phone calls and text messages using RingCentral and approved scripts,
• Screen callers for CAM-related immigration needs,
• Determine if callers/family members qualify to file Affidavits of Relationship and refer them to relevant services,
• Refer callers to appropriate and respected immigration services,
• Follow up with callers to confirm receipt of immigration services and track relevant related information.
• Maintain and update a list of agencies providing appropriate immigration services,
• Assess the needs and provide referrals to non-immigration social services,
• Flag trending issues in CAM processing that families report to the Hotline,
• Provide Know Your Rights information to all families in the CAM program and an arrival orientation to CAM parole recipients,
• Answer non-legal questions about the client’s immigration status and the documentation they need upon arrival,
• Monitor the MenoresCAM mailbox, providing timely responses to inquiries and organizing email correspondence,
• Assist with data entry and tracking of inquiries and case processing statuses,
• Support training of volunteers and interns as needed,
• Provide administrative support to the Program Officer as needed.

Key Working Relationships:

Position Reports to: Program Officer, CAM Hotline
Position directly supervises: n/a

Other Internal and/or external contacts:

Internal: Other CAM Hotline team colleagues,Processing team colleagues; other RAI HQ colleagues; RAI field colleagues

External: CAM petitioners and beneficiaries, partner agencies

Job Requirements

• Bilingual proficiency in Spanish and English is required.
• Undergraduate degree preferred.
• 1-2 years of relevant professional experience. Experience in resettlement or immigration field preferred, demonstrated in-depth knowledge of the CAM program a plus.
• Strong computer skills: advanced knowledge of Microsoft Office, especially Excel. Previous experience with Zendesk is a plus.
• Excellent written and oral communication skills: the ability to communicate effectively with colleagues and partners in English and Spanish.
• Solid diplomatic and networking skills: the ability to effectively manage various internal and external relationships.
• Multi-cultural sensitivity and ability to work as a member of a team.
• Strong organizational skills with the ability to juggle multiple tasks, set priorities, effectively manage time and meet deadlines; exceptional attention to detail.
• The ability to be flexible and work well under pressure in a fast-paced team environment; aptitude for ongoing learning and adjusting to changes in processes as needed.

Working Environment:

This role requires working remotely (i.e., telecommuting). Applicants must have a home or alternate workspace where they can effectively complete their work when working remotely.

COVID-19 Vaccination Requirement: In accordance with IRC’s duty to provide and maintain a workplace that is free of known hazards and our commitment to safeguard the health of our employees, clients, and communities, IRC requires candidates who are selected for interview to furnish proof of vaccination against COVID-19 to be considered for this position.

Commitment to Diversity and Inclusivity: IRC is committed to building a diverse organization and a climate of inclusivity. We strongly encourage applications from candidates who can demonstrate that they can contribute to this goal.

Equal Opportunity Employer: We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

US Benefits: We offer a comprehensive and highly competitive set of benefits. In the US, these include: 10 sick days, 10 US holidays, 20-25 paid time off days (depending on role and tenure), medical insurance starting at $145 per month, dental starting at $7 per month, and vision starting at $5 per month, FSA for healthcare, childcare, and commuter costs, a 403b retirement savings plans with up to 4.5% immediately vested matching contribution, plus a 3-7% base IRC contribution (3 year vesting), disability & life insurance, and an Employee Assistance Program which is available to our staff and their families to support counseling and care in times of crisis and mental health struggles.