Catholic Charities Community Services Hotline & Training Services Managing Attorney in Manhattan, New York
Summary:The Hotline & Training Services Managing Attorney will guide, develop, and supervise the Hotline staff and will develop and provide trainings to legal staff throughout the Division and outside, as needed, as well as develop and provide Know Your Rights presentations and other informational materials in response to legal developments that affect immigrants and refugees. The Hotline & Training Services Managing Attorney will be responsible for developing and expanding depth and breadth of Hotline services, information management, and integration of same into agency and state-wide networks, as well as monitor and evaluate Hotline staff performance, identifying training needs and developing protocols for particular types of inquiries; serve as the primary point of contact for reporting immigration legal services fraud; participate in outreach and represent the Hotline and the Division at public events. The Hotline & Training Managing Attorney will also keep legal staff throughout the division updated about changes in laws, procedures and policies relevant to immigrants and refugees; will develop and provide trainings, Know Your Rights presentations and informational materials; will assist in developing legal strategies to address emerging issues, and will, as needed, engage with Division and Division Director in Senior Management matters.
Essential Duties and Responsibilitiesinclude the following (other duties may be assigned):
Hotline and Information Services Development: work with Division Director, Department Directors, and Agency principals, as well as with all relevant external stakeholders, to modernize, expand, deepen, and advance information services. Will be expected to bring and develop program initiatives and ideas for utilization of Hotline services and staff in ways that are responsive to new and changing needs in communities and reflect forward leaning use of resources as well as statewide programmatic initiatives, as they arise. The position will also, therefore, require outward facing presence with internal and external principals and stakeholders, including representing at meetings, panels, conferences, and the like.
Hotline supervision and quality assurance:Work with the Hotline Supervisor and the Department Director to supervise, monitor and evaluate Hotline staff performance, developing and enforcing quality assurance methods with all staff.
- Monitor and evaluate counselor performance on all calls through each of the hotlines through regular spot-checking, and conduct follow-up with counselors (individually and through skills-based training) to improve performance if necessary. Develop and reinforce call response protocols for each of the hotline programs, and ensure adherence to protocols.
- Develop and implement quality assurance protocols on performance aspects; ensure reliability of information provided to the public.
- Provide systematic mentoring, supervision, guidance, and support to hotline counselors on both substantive and operational matters.
- Develop protocols and scripts for handling new types of calls and inquiries;
- Handle difficult calls, and debrief with counselors.
- Identify training issues.
- Conduct staff training on program, protocols, and procedures.
Primary point of contact for anti-immigrant fraud campaign:Serve as the Hotline’s primary point of contact for callers who have been victimized by notariosor unscrupulous attorneys.
- Assist victims of anti-immigrant fraud to file complaints with appropriate law enforcement authorities.
- Coordinate filing the complaints with law enforcement agencies and serve as the primary point of contact for these agencies; network and liaise with representatives of law enforcement agencies, including the Federal Trade Commission, the NYS Attorney General’s Office, District Attorney offices, disciplinary committees, etc.
- Provide appropriate referrals and information to victims of anti-immigrant fraud.
- Provide supervision, training, guidance, and support to hotline counselors who handle calls from victims of anti-immigrant fraud.
- In coordination with the Department Director, develop and manage outreach to promote the New Americans Hotline and the anti-immigrant fraud campaign throughout New York State.
Training and technical support:Keep legal staff throughout the division updated about changes in laws, procedures and policies relevant to immigrants and refugees; develop and provide Know Your Rights presentations and informational materials; assist in developing legal strategies to address emerging issues.
- Develop and provide in-house trainings for legal staff throughout the division, as well as law interns.
- Develop and provide Know Your Rights presentations and informational materials in response to emerging issues affecting immigrants and refugees.
- Participate in outreach activities, including presentations at community events and media outreach.
- Work closely with staff attorneys, division directors and the Division Director to develop legal strategies in response to emerging issues affecting immigrants and refugees.
*Position Type and Expected Hours of Work: *
This is a full-time position that will require flexibility working two shifts: 9:00 AM to 5 PM and 12:00 Noon to 8:00 PM Monday - Friday. The position also requires willingness to travel throughout New York State and availability to conduct outreach/represent the Hotline and the Division at events held during weekend and evening hours.
*Working conditions and physical demands _required_: *
The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Remain stationary at a work station and in meetings, and use a computer at least 90% of the time.
- Travel at least 10% of the time using public transportation or vehicle, traverse city streets, occasionally ascend/descend stairs, and be exposed to outside weather conditions.
Education and/or experience _required: _
Admission to a bar of any state and/or the District of Columbia;
Bilingual in English and a 2nd language a plus.
At least seven (7) years of post-JD experience in immigration law and supervision.
Skills, Licenses, and/or competencies _required: _
Highly motivated and self-starter.
Interest in technical/informational systems relating to law and legal information a plus.
Excellent communication, writing and analytical skills; excellent interpersonal skills.
Excellent computer skills.
Ability/willingness to travel throughout New York State.
Ability/willingness to work some evening hours.
Job Title: Hotline & Training Services Managing Attorney
Date Posted: 10/10/2017
Full-time / Part-Time: Full-Time
Department: Immigrant and Refugee Services, : Immigration Hotline
Location: New York, NY
FLSA Status: Full Time, Exempt
Reports to: Department Director
Supervisory Responsibilities: Yes