ICF International
OVC TTAC Elder Fraud Hotline Shift and Case Management Supervisor
ICF is a mission-driven company filled with people who care deeply about improving the lives of others and making the world a better place. Our core values include Embracing Difference; we seek candidates who are passionate about building a culture that encourages, embraces, and hires dimensions of difference. , is simply who we are and what we do.
Job Description:
As the Office for Victims of Crime National Elder Fraud Hotline Case Management Shift Supervisor, you will perform a range of crisis intervention, case-management, information sharing, referral, training, planning, analytical, writing, problem-solving and related work in support of ICF’s implementation of a nationwide hotline serving older Americans who have been victims of fraud. You will also provide training and technical assistance for federal, state and local clients around this issue. You will engage in solution-focused work with victims of elder fraud and allied professionals. You will provide follow-up assistance as needed. You will train and supervise hotline staff and provide assistance in the resolution of complex issues presented by callers. You will also provide subject matter expertise (SME) to ICF project teams and assist with development and review of deliverables.
Key Responsibilities:
Assist in scheduling staffing for hotline
Directly supervise hotline staff
Provide staff training
Assist hotline staff with complex cases
Providing expertise and staff support for a nationwide hotline
Provide excellent customer service to all callers
Meet service metrics for this project
Understand the complexities of elder fraud and resources to assist victims
Provide complete case management for individuals reporting cases—from filling out forms to warm hand-offs with appropriate organizations
Update and maintaining complete and accurate records
Update and maintaining resource lists
Identify and share trending information from hotline reports
Provide feedback and expertise to multiple ICF teams to develop communications plans, materials, and public awareness campaigns
Ensure compliance with all relevant state and federal requirements related to running a call center that provides direct services
Work with ICF teams to ensure consistent availability of underlying technology to minimize any disruptions to call center operations
Develop and maintain strategic partnerships with allied organizations and groups serving a similar population
Supporting data collection, analysis and report writing
Performing other related duties as assigned
The work requires substantial collaboration with a variety of ICF points of contact across business/functional divisions, as well as with organizations from the field. You will have to plan and carry out concurrent activities that will ensure a timely and orderly provision of a set of deliverables. The successful candidate must display decisiveness, diplomacy and sound judgment in resolving difficult problems in work assignments, which are often of a complex and sensitive nature. The candidate must demonstrate excellent technical writing skills, be able to multi-task, and display sensitivity to the confidential nature of ICF’s work with clients in the Victim Services portfolio.
Basic Qualifications:
Bachelor’s degree in Human Service subject matter area
Minimum 8 years previous work experience in elder justice
Additional Skills required:
Demonstrated knowledge of victim service programming in the United States across a wide variety of service areas
Demonstrated experience in providing staff supervision for victim service staff or Call Center/Hotline, providing services in a fast-paced environment
Experience in providing staff with training and skill building opportunities
Experience working with victims of elder abuse or fraud
Experience in helping victims file reports and connect with resources
Demonstrated ability to help staff resolve complex cases
Demonstrated ability to accurately report service levels and duration
Experience supervising and connecting with a diverse team housed in a variety of locations
Experience with compliance around maintaining data integrity and victim confidentiality
Detailed knowledge of and experience working with local victim service providers, state victim service coalitions, and allied professions
Demonstrated, high level technical writing skills
Ability to create and manage timelines and tasks in a fast-paced environment, and collaborate with other teams to complete project deliverables
Ability to perform effectively in a client-service oriented environment and familiarity with government structure and government agencies
Proficiency with MS Office
Preferred Skills/Qualifications:
Master’s Degree in Human Service subject area
Experience working in systems that serve older victims of crime
Understanding and experience working on national level efforts
Experience in producing reports that demonstrate trends
Experience analyzing quantitative and qualitative data
Experience with grant/contract compliance
Project management training and/or cerification
Professional Skills You Will Use:
Ability to communicate with excellence, both orally and in writing
Demonstrated highly professional demeanor
Excellent interpersonal and coalition building skills
Ability to work with various levels of internal staff, as well as clients, grantees, and vendors
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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 an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. 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 .
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 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 here: .
Read more about , the , or our benefit offerings which are included in the
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: $63,511.00 – $107,968.00
Nationwide Remote Office (US99)
ICF International
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