Catholic Charities of the Archdiocese of New York

Supervisor

• Develop, implement, and maintain hotline operating procedures, call-handling protocols, and referral processes
• Monitor Hotline Counselor calls using RingCentral/NICE Contact Center to ensure service quality and accuracy
• Provide feedback, coaching, performance support, and supervision to assigned Hotline staff
• Review counselor service documentation and correct data-entry errors in ECM (Salesforce)
• Assist with interviewing prospective staff and coordinate staff scheduling and workflow management
• Ensure appropriate coverage across hotline shifts and address staffing gaps and schedule changes
• Facilitate onboarding and assist with training development and delivery
• Identify training needs, complete staff performance evaluations, and draft performance improvement plans
• Participate in ongoing training on immigration laws, regulations, procedures, social services, and immigrant-community resources
• Prepare and review statistical, monthly, quarterly, and funder reports using ECM (Salesforce) and RingCentral/NICE Contact Center
• Coordinate and participate in outreach events and phone banks; guide volunteers
• Develop phone-bank forms and establish temporary RingCentral/NICE Contact Center accounts as needed
• Provide direct hotline services, including responding to calls, scheduling appointments, providing immigration information and referrals, and assisting fraud victims with law-enforcement complaints
• Identify operational challenges, recommend improvements, and communicate emerging issues to hotline leadership
• Perform other duties as assigned

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Immigration Hotline Team Supervisor

Program Assistant

• Support refugee resettlement programs serving refugees, asylees, and other immigrant populations
• Provide administrative and case management support under the supervision of the Refugee Resettlement Director
• Maintain program data and documents for contractual and service compliance
• Process checks, manage digital signatures, submit requests, track distributions, collect backup documentation, and reconcile records
• Maintain financial records, enter information into forms and spreadsheets, perform calculations, research discrepancies, and follow up on corrections
• Manage direct assistance according to program guidelines, codes, restrictions, and requirements
• Review submissions for timeliness, accuracy, and contractual compliance
• Maintain current accounting codes in systems including ChromeRiver
• Oversee gift card requests and supporting documentation
• Provide clerical support including filing, photocopying, scanning, mailing, maintaining physical files, updating digital case notes, and preparing applications
• Enter data for monthly financial claims, timesheets, staff training, and staff engagements
• Communicate spending trends and process issues to supervisors, program managers, and leadership
• Organize client files and coordinate case file archiving
• Take notes and compile meeting minutes
• Use ECM/Salesforce and other databases to track metrics and assist with report generation
• Schedule, confirm, and cancel appointments and meetings; create Zoom invitations and book rooms on Skedda
• Manage office supplies and submit orders
• Provide interpretation and translation services as needed
• Return and route telephone calls
• Participate in program meetings, staff development activities, and other assigned duties

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Manager

• Screen prospective applicants/cases and assess eligibility for refugee, asylee, entrant/parolee, Special Immigrant Visa, and certified human trafficking victim programs.
• Complete client intake, enrollment, orientation, needs assessments, and comprehensive casework.
• Develop and update individualized service plans and safety plans.
• Conduct the Refugee Health Screener-15 and use additional evidence-based supportive tools to identify emotional distress and mental health needs.
• Maintain program rosters, electronic case notes, physical case files, databases, documents, and reports.
• Provide core resettlement services and individualized support, including home visits and accompaniment to social service offices.
• Complete referrals for Social Security, SNAP, Medicaid, housing, SSI, school enrollment, WIC, emergency food, TANF, HSE/ESOL classes, legal services, and other services.
• Monitor client progress, modify service plans, and ensure program requirements are met.
• Advocate for clients regarding benefits, employment, immigration documents, and other services.
• Write reports and compile statistics.
• Coordinate trauma-informed, strengths-based services with team members and departments.
• Participate in meetings, staff development, case conferences, and occasional local, state, and national conferences.
• Develop partnerships with referral organizations, mental health providers, and community service providers.
• Conduct targeted outreach within immigrant communities and track outreach efforts.
• Lead wellness groups and workshops with MSW interns.
• Lead special projects and mental health initiatives.

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Open roles

Immigration Hotline Team Supervisor

Program Assistant

Case Manager