Immigration Hotline Team Supervisor

Catholic Charities of the Archdiocese of New York

. Develop, implement, and maintain hotline operating procedures, call-handling protocols, and referral processes .

Posted 11/10/2026full-timeNew York City • New York • United StatesMid-LevelSenior💰 $36 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in hotline operations, including call-handling protocols and staff supervision, while effectively managing high-volume communications and competing priorities. Proficient in immigration law and capable of providing direct hotline services and training development.

Highest-signal resume keywords

Immigration Law KnowledgeHotline Operations ManagementBilingual CommunicationData Entry ProficiencyStaff Supervision and Training

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Hotline Operating ProceduresCall-Handling ProtocolsData Entry in ECM (Salesforce)Performance EvaluationsStatistical ReportingImmigration Information ProvisionReferral ProcessesCoaching and FeedbackScheduling ManagementTraining Development

Soft Skills

Attention to DetailOrganizational SkillsInterpersonal CommunicationWritten CommunicationTeam Collaboration

Tools & Technologies

RingCentralNICE Contact CenterMicrosoft WordMicrosoft ExcelMicrosoft Teams

Industry Keywords

Human ServicesImmigration CounselingSocial ServicesCommunity ResourcesPerformance Improvement Plans

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Full-time, 35-hour-a-week position with flexibility to work varied shifts, including weekdays, evenings, and weekends
Bachelor’s degree in human services or a related field, or at least three years of relevant professional experience
Previous experience as an immigration counselor or paralegal, or demonstrated experience and knowledge of immigration law, required
Previous experience working with immigration hotlines preferred
Bilingual in English and at least one additional language
Ability to manage high-volume communications and competing priorities in a fast-paced hotline environment
Ability to manage multiple urgent demands simultaneously and exercise sound judgment in prioritizing work
Excellent attention to detail
Highly organized and able to effectively manage workflow and follow through on tasks
Excellent interpersonal, organizational, administrative, written, and verbal communication skills
Ability to work independently and effectively within a collaborative team environment
Proficiency with technology and data entry, including Microsoft Word, Excel, and Teams
Ability to remain stationary at a workstation or in meetings and use a computer for at least 85% of the workday
Ability to travel as needed using public transportation or a personal or agency vehicle, navigate city streets, occasionally use stairs, and work in varied indoor and outdoor conditions
Ability to carry a laptop and event-related materials and documents to off-site work locations