Primary Work Duties will include but are not limited to the following:
Call Intake for all ECCO phone lines and Operator call analyses functions as directed by the SOP and call center leadership
ready to answer incoming calls in a timely manner from detention facilities and other stakeholders
establishes rapports with callers, asks probing questions to identify concerns, and applied knowledge of immigration enforcement/detention to assessing caller concerns. Responsible for making database and manual queries related to individuals in ICE detention or other persons in immigration proceedings received
relevant call information into a web-based case management or CRM system.
cases to be referred to an ERO Officer/Agent, ERO field offices or ICE
offices for follow-up review and action
third-party telephonic interpreter service provided by ICE, when appropriate
back-up to the HQ Entry level Data Analyst to process entry level data entry and analysis for any Intake mailboxes when needed.
have intermediate skills in Microsoft Excel, and Word
perform at the minimum call intake performance levels established by the COR.
Required Education:
Bachelor's Degree and two years of related experience; or an Associate's Degree with three years of related experience; or five years of related experience if no degree
Required Work Experience:
Degree and two years of related experience; or an Associate's Degree with three years of related experience; or five years of related experience if no degree
in responding to requests for information, conducting searches in government databases, and searching automated systems for data and developing concise summaries with decision points under tight deadlines.
(a minimum proficiency of a 2+ in Interpretation Performance according to the Interagency Language Roundtable Scale or its equivalent) Spanish and English required. Detailed information regarding the Interagency Language Roundtable Scale Descriptions can be found at the following website: http://www.govtilr.org/skills/ILRscale2.htm
reading comprehension, writing and communication skills.
to work independently and to manage and prioritize multiple work assignments
experience or experience in interpreting and applying immigration law is preferred
Required Knowledge, Skills, and Abilities:
(a minimum proficiency of a 2+ in Interpretation Performance according to the Interagency Language Roundtable Scale or its equivalent)Spanish and English required. Detailed information regarding the Interagency Language Roundtable Scale Descriptions can be found at the following website: http://www.govtilr.org/skills/ILRscale2.htm.
Degree and two years of related experience; or an Associate's Degree with three years of related experience; or five years of related experience if no degree