Program Specialist, CAM Hotline
Job Locations: New York, NY; Abilene, TX; Baltimore, MD, USA
Employment Type: Full-Time, Fixed Term
Work Arrangement: Fully Remote
Compensation: USD 20.27 – 26.40 per hour
Job Overview
The Program Specialist role is part of the Processing team within IRC’s Resettlement, Asylum, and Integration (RAI) Department. Working within the Central American Minors (CAM) Hotline, this position involves providing accurate information about the CAM program to families across the US, El Salvador, Honduras, and Guatemala. The Program Specialist will respond to client inquiries via phone, text, and email, tracking case progression trends.
Major Responsibilities
- Respond to inquiries via phone calls and text messages, using RingCentral and Zendesk platforms.
- Screen callers for CAM eligibility and implement appropriate procedures for each case type.
- Assess needs and provide referrals to local social and immigration services.
- Identify and flag trending issues in CAM processing reported by callers.
- Provide Know Your Rights information to families in the CAM program and an arrival orientation to CAM parole recipients.
- Provide administrative support to the Program Officer as required.
Job Requirements
- Bilingual proficiency in Spanish and English is required.
- Advanced digital literacy, especially in Microsoft Office (Excel) and familiarity with Zendesk is a plus.
- Strong attention to detail and accuracy.
- Ability to adapt to a fast-paced team environment and adjust to process changes.
- Excellent written and oral communication skills in English and Spanish.
- Undergraduate degree or equivalent experience. 1-2 years of relevant professional experience preferred, with experience in resettlement or immigration fields being advantageous.
Work Environment
This position is fully remote and may require occasional weekend and evening work.
Reporting Structure and Team Collaboration
Position Reports to: Program Officer, CAM Hotline
Position directly supervises: N/A
Other Internal and External contacts:
- Internal: Senior Program Specialist, CAM Hotline, CAM Hotline Interns, HQ Family Reunification team.
- External: International Refugee Assistance Project (IRAP), Kids in Need of Defense (KIND).
Compensation and Benefits
The hourly compensation ranges from USD 20.27 to 26.40. US-based candidates are eligible for a comprehensive benefits package, including sick time, retirement savings plans, employee assistance programs, paid holidays, paid time off, disability and life insurance, medical, dental, and vision insurance, as well as flexible spending accounts for healthcare, childcare, and commuter costs.
Commitment to Diversity and Inclusion
IRC is committed to creating an inclusive work environment where all individuals are treated fairly and with respect. The organization values diversity and does not discriminate on the basis of race, religion, color, national origin, sex, gender, sexual orientation, age, marital status, veteran status, or disability status. Accommodations for individuals with disabilities are provided upon request.
