Catholic Charities Community Services of New York Hotline Attorney in New York, United States


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Hotline Attorney

Location: New York, NY

Job Title: Hotline Attorney

FLSA Status: Full Time, Exempt

Classification: Professional

Department: Immigrant and Refugee Services

Office: Immigration Hotline and Legal Services

Reports to: Program Director and Director of Operations

Supervisory Responsibilities: Quality Assurance and Training

Summary: The Hotline provides information, referrals and support to callers on programs operated by CCCS. The Hotline Attorney will conduct Quality Assurance by working with the Program Coordinator and the Program Director to monitor and evaluate Hotline staff performance, and develop and enforce quality assurance methods with all staff. The Hotline Attorney will serve as the primary point of contact for the Anti-Immigrant Fraud Campaign for callers who have been victimized by notarios or unscrupulous attorneys.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Quality Assurance

  • 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 mentoring, supervision, guidance, and support to hotline counselors.

  • 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

  • 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 Program Coordinator, the Director of Operations, and the Program Director, develop and manage outreach to promote the New Americans Hotline and the anti-immigrant fraud campaign throughout New York State.

Other Responsibilities

  • Provide general information and referral on processes, programs, developments, and related services and resources for immigration programs, legal developments, LOPC services available to the custodians of unaccompanied minors, ESOL training, and entrepreneurial support training, including all programs available through the NYS Office for New Americans.

  • Conduct telephonic legal orientations, as needed, for the LOPC Call Center.

  • Participate in outreach activities, including presentations at community events and media outreach.

  • Participate 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 clients in need.

  • Adhere to call response and referral protocols.

  • Document all services provided to callers and maintain and report client statistical data.

Position Type and Expected Hours of Work:

This is a full-time position. Days and hours of work are generally 9:00 AM to 5 PM Monday - Friday. Additional hours are required to meet outreach goals, program deadlines and/or client needs.

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.

  • Travel a minimum of 30% of the time using public transportation or vehicle, traverse city streets, occasionally ascend/descend stairs, and be exposed to outside weather conditions.

  • Remain stationary at a work station, in meetings, and use a computer at least 30% of the time.

  • Remain stationary and/or ambulate to instruct and monitor during trainings and presentations.

  • Carry a laptop to offsite work locations.


Education and/or experience required:

  • Juris Doctor.

  • At least one year of post-JD experience in immigration law and/or family law.

  • At least one year of supervisory experience.

Skills, Licenses, and/or competencies required:

  • Admission to a bar of any state and/or the District of Columbia.

  • Fluency in English and Spanish. Additional language skills a plus.

  • Excellent oral and written communication and analytical skills.

  • Excellent interpersonal skills.

  • Highly motivated and self-starter.

  • Excellent computer skills.

  • Participation in trainings as directed and required.

  • Ability to travel throughout New York State.

  • Ability to work evening hours.