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.

Responsibilities:

• 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

Qualifications:

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

Required Skills and 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://www.govtilr.org/Skills/ILRscale2.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

Clearance Requirement:

• Ability to attain and maintain DHS Public Trust Clearance

#dice

#dice

Company Overview:

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?

What You Can Expect

Interview & Hiring Process

If you are selected to move forward through the process, here’s what you can expect:

• During the Interview Process
• Virtual video interview conducted via video with the hiring manager and/or team
• Camera must be on
• A valid photo ID must be presented during each interview

• During the Hiring Process
• Enhanced Biometrics ID verification screening
• Background check, to include:
• Criminal history (past 7 years)
• Verification of your highest level of education
• Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance*
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment

*Available to full-time employees

Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.

Posted Salary Range: USD $25.00 - USD $28.00 /Hr.