SIFI Helpline Intake Specialist
Summary:
The SIFI Helpline Intake Specialist will help manage the daily operation of the SIFI Helpline. The Helpline Specialist will answer incoming SIFI Helpline calls, provide case updates to clients in detention and their loved ones, perform case intakes with first-time callers, and refer callers appropriately, keeping updated lists of referrals. The Helpline Specialist will also ensure that case intake information and call logs are accurately and timely updated in the case management database. The Specialist will also work with the SIFI staff to ensure proper workflow and consistent practices are implemented across the program to help further the SIFI’s advocacy.
Primary Job Functions:
- Answer calls from the SIFI Helpline while maintaining high levels of professionalism and compassion;
- Conduct legal intakes with individuals to collect information while timely and accurately entering information into the case management system;
- Provide case updates pursuant to the SIFI policies and procedures;
- Manage the consistent use of all case management systems and processes, which includes maintaining communication and coordination with the SIFI staff across the program and/or any other support;
- Participate in the SIFI team meetings in order to develop and/or maintain proper workflow and identify any issues related to the Helpline’s operations;
- Remain knowledgeable about available resources to refer callers appropriately
- Transfer calls and work to other SPLC staff and remote volunteers; and
- Perform other duties as assigned.
Qualifications –
Related Work Experience:
- At least 1 year of administrative office experiences; or related administrative skills;
- Bi-lingual, English/Spanish (fluent, speaking and writing) required; and
- Strong computer skills.
Knowledge, skills and Abilities:
- Quick learning with willingness to learn internal and Microsoft Office computer applications and databases;
- Excellent communication skills including strong listening, written, and verbal skills, and the ability to show empathy and professionalism towards those who have or are currently experiencing trauma;
- Strong multi-tasking, organizational skills, coupled with creative problem-solving skills;
- Must have the ability to work efficiently, meet deadlines, and work under pressure;
- Commitment to serving immigrant clients in detention and to the values and mission of the SPLC; and
- Commitment to ideals of justice, diversity, equity and inclusion.
Other Special Considerations:
This position is represented by the Washington-Baltimore News Guild.
This job is performed under general office conditions, and is not subject to any strenuous physical demands or dangerous conditions.
Disclaimer:
The statements herein are intended to describe the general nature and level of work being performed by the employee in this position. These statements are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of a person in this position.
An Equal-Opportunity Employer with a Commitment to Diversity
Southern Poverty Law Center (SPLC) is proud to be an equal opportunity employer, and as an organization committed to diversity and the perspective of all voices, we consider applicants equally of race, gender, gender identity, color, sexual orientation, religion, marital status, disability, political affiliation, national origin, or prior record of arrest or conviction.