Bilingual Spanish/English Front Desk-Long Term Temp Position - Start Immediately

1. Answer calls on the NYS Office for New Americans Hotline (ONA Hotline) and/or the ActionNYC Hotline and provide general information on immigration procedures and policy developments.
2. Use an online-scheduling system and referral directory to make appointments or provide referrals for legal providers, ESOL classes and other immigration programs and resources.
3. Assist victims of anti-immigrant fraud to file complaints with appropriate law enforcement authorities.
4. Provide LOPC services available to the custodians of unaccompanied minors, which includes the following:
a. Conduct legal orientations, as required, for the LOPC Call Center,
b. Use the online-scheduling system to make appointments for custodians to attend LOPC orientations,
c. Prepare and mail informational packets to custodians who cannot attend an LOPC orientation in person.
5. Data entry to record level of services provided to callers and capture general client statistical data for the purposes of analyzing trends and better responding to community needs.
6. Engage in ongoing training on immigration laws, regulations, procedures and developments, as well as social services available to unaccompanied minors and their custodians, asylees, refugees, immigrants, and community members in need.
7. Adhere to protocols that enhance caller experience and meet professional standards of customer service which incorporate the goals of efficiency, empathy and issue resolution.
8. Participate in outreach events and phone banks in order to provide information services on
new developments that affect immigrants, as needed.
9. Other duties as required.