The Safety and Well Being (SWB) Call Specialist will be responsible for responding to providing quality services to the children, sponsors, community members and other callers, while maintaining professional judgement, especially in situations where the caller is in crisis. The position reports to Lead SWB Call Specialist.
ICF offers an excellent benefits package, an award-winning talent development program, and fosters a highly skilled, energized, and empowered workforce.
This will be in San Antonio, Tx.
Key Responsibilities:
- Make and respond to all calls as needed.
- Maintain composure and professionalism when calls involve reports of behavioral disruptions, mental health crisis, or runaway behaviors or requests for family emotional, behavioral, or psychological supports and interventions.
- Work closely with the call center staff, ORR (client) and client’s stakeholders in the execution of deliverables and services.
- Ensure compliance and state and federal requirements.
- Triage all calls to assure appropriate level of response through referrals, service planning and documentation of services for the calls completed.
- Assure uniform quality standards are applied to all calls.
- Meet all deadlines required by program supervisor and federal partners.
- Ability to effectively communicate in writing and verbally in English and Spanish
- Work in cooperation with stakeholders, including legal service providers, court officials, State and Federal partners.
- Assess ongoing changes in behavior, circumstances or conditions that may affect child safety.
- Complete tasks required pertaining to 30-day SWB assessments.
- Complete ingoing/outbound calls to assess safety of clients who have been reunified, clients who are believed to have a safety concern, and
- Make appropriate referrals to Federal, State and local officials.
- Recognize the need for crisis intervention and elevate a call for further assistance.
- Document all calls electronically.
- Provide all information for reports in a timely manner.
- Follow all protocols and policies in answering calls.
Basic Qualifications:
- Bachelors degree.
- Minimum of 2 years of experience working with immigrant populations and/or child welfare field.
- Bi-lingual English and Spanish.
- Tier 2 Security clearance within the last two years.
Preferred Skills/Experience:
- Minimum of 2 years’ experience working with unaccompanied children or refugee minors.
- Minimum of 2 years’ experience interviewing children.
- Experience with Office of Refugee Resettlement.
- Call Center experience.
- Ability to work weekends, nights, evenings and holidays as needed or requested by the position.
Professional Skills:
- Strong oral and written communication skills
- Strong analytical, problem-solving, and decision-making capabilities.
- Strong attention to detail.
- Ability to multi-task in a fast-paced environment.
- Ability to work well both individually and in a team environment.
- Ability to prioritize multiple tasks while demonstrating the initiative to work with minimum supervision.
- Ability to work with all levels of internal staff, as well as outside clients and vendors.
- Ability to be flexible to handle multiple priorities.
- Ability to travel up to 25%
- Proficiency in MS Office Applications (Word, PowerPoint, Outlook, Excel, Project) and MS SharePoint.
- Uphold confidentiality in all areas of the service population.
- Sound business ethics, including the protection of proprietary and confidential information.
#OREVT
Working at ICF
ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.
We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy.
Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email [email protected] and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.
Candidate AI Usage Policy
At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.
However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at [email protected]. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.
Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.
The pay range for this position based on full-time employment is:
$50,113.00 - $85,192.00
San Antonio, TX (TX38)
ICF Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about ICF and has not been reviewed or approved by ICF.
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Healthcare Strength — Multiple UnitedHealthcare PPO/HDHP options (plus Kaiser in some areas) are paired with employer HSA/HRA contributions, and dental (Delta Dental) and vision (VSP) are included. Modern Health offers up to 10 therapy and 10 coaching sessions annually, and recent materials highlight enhancements to medical and pharmacy support.
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Parental & Family Support — Maven family support is included for those on UHC plans, with $10,000 lifetime fertility/surrogacy reimbursement and $5,000 for adoption, milk‑shipping, and clinician‑led programs. An EAP with 24/7 resources and caregiver support further bolsters family needs.
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Wellbeing & Lifestyle Benefits — A wellness program can increase HSA/HRA funding and access to gym memberships has been expanded, alongside resources spanning mind, body, finances, community, and career. Many roles are remote or hybrid subject to client needs, adding flexibility that complements the benefits package.
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ICF is a leading global solutions and technology provider with approximately 9,000 employees in industries across the public and private sectors. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.
Why Work With Us
At ICF, we’ve built a culture rooted in expertise, innovation, and purpose—enabling us to build a more prosperous and resilient world for all. When our employees grow, our solutions thrive—regardless of your role, team, or location, you’ll have opportunities to make connections, build community, and take action to develop your career.
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