ONCALL Elder Hotline/Case Management Specialist Victim Services

Working at ICF

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Job Description:

As a Hotline Elder Fraud Specialist you will perform a range of casemanagement information sharing referral training planning analytical writing problemsolving and related work in support of ICFs 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 solutionfocused work with victims of elder fraud and allied professionals. You will provide followup assistance as needed. You will also provide subject matter expertise (SME) to ICF project teams and assist with development and review of deliverables. We are open to supporting 100 remote work anywhere within the US.

THIS IS AN ONCALL part time hours position based on project needs.

Key Responsibilities:

• Providing expertise and staff support for a nationwide hotline
• Provide excellent customer service to all callers
• Meeting service metrics for this project
• Understanding the complexities of elder fraud and resources to assist victims
• Providing complete case management for individuals reporting casesfrom filling out forms to warm handoffs with appropriate organizations
• Updating and maintaining complete and accurate records
• Updating and maintaining resource lists
• Identifying and sharing 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 multitask and display sensitivity to the confidential nature of ICFs work with clients in the Victim Services portfolio.

Basic Qualifications:

• Bachelors degree in Human Service subject matter area
• At least 3 years working with older adults experiencing victimization elder abuse and/or fraud
• At least 2 years of experience delivering TTA to victim service programs
• Demonstrated high level technical writing skills
• This position requires a Public Trust security clearance. Applicants will be subject to government security investigation to obtain clearance prior to the start date.

Additional Skills:

• Demonstrated knowledge of victim service programming for older adults in the United States across a wide variety of service areas
• Demonstrated experience in staffing a Call Center/Hotline or providing services in a fastpaced environment
• Experience in helping victims file reports and connect with resources
• Ability to manage multiple cases within the same time frame
• Demonstrated ability to accurately report service levels and duration
• Experience with grant/contract compliance
• 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
• Ability to create and manage timelines and tasks in a fastpaced environment and collaborate with other teams to complete project deliverables
• Ability to perform effectively in a clientservice oriented environment and familiarity with government structure and government agencies
• Proficiency with MS Office

Preferred Skills/Qualifications:

• Masters Degree in Human Service subject area
• Understanding and experience working on national level efforts
• Experience analyzing quantitative and qualitative data

Professional Skills:

• 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

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 fulltime employment is: