Office of Refugee Resettlement Call Specialist - Phoenix

Location: Phoenix, AZ

Department: Government

Type: Full Time

Min. Experience: Mid Level

Glyph Language Services is currently seeking an experienced, enthusiastic and self-motivated Call Specialist. Glyph in partnership with General Dynamics Information Technology (GDIT) supports Office of Refugee Resettlement (ORR) programs that provide children in need with critical resources to assist them in becoming integrated members of American society.

Unaccompanied undocumented children apprehended by the Department of Homeland Security (DHS) immigration officials are transferred to the care and custody of ORR. ORR promptly places an unaccompanied child in the least restrictive setting that is in the best interests of the child, taking into consideration danger to self, danger to the community, and risk of flight. ORR takes into consideration the unique nature of each child's situation and incorporates child welfare principles when making placement, clinical, case management, and release decisions that are in the best interest of the child.

The Call Specialist answers calls for ORR hotline from unaccompanied children (UC) placed in the care of ORR facilities or from sponsors of unaccompanied children following their release from these sites related to concerns that may fall under the purview of the Prison Rape Elimination Act of 2003 (PREA) including but not limited to reports of sexual abuse; sexual harassment; and additional grievances.

Job responsibilities include but are not limited to

  • Answers and collects information in a courteous and professional manner
  • Utilization of child interviewing techniques for handling of calls when appropriate
  • Uses independent judgment and critical thinking to guide calls received regarding the underlying issues to report based on the content shared
  • Review of call information entered into hotline data system for accuracy of call documentation
  • Responsible for productivity; quality; and timeliness of reporting
  • Assist in identifying trends to in order to support development and maintenance of operational procedures
  • Participates in the preparation of project reports as needed
  • Attends required program trainings
  • Other duties as assigned

Essential Qualifications

  • BA in Social Work/Human Services/Social Science + 3 years of demonstrated post-graduate experience in Social Work or Human Services field … OR … MSW + 1 year of demonstrated post-graduate experience in
  • Bilingual in Spanish and English, with excellent communication skills, both written and verbal
  • Experience with child welfare, interviewing and/or working with minors
  • Experience with trauma-informed care
  • Superior problem-solving and organizational skills

Preferred Qualifications

  • Hands-on case management experience
  • Hands-on child placement safety planning experience


  • Salary DOE
  • Excellent benefits
  • Matching 401(k)

About Glyph Language Services

Glyph Language Services offers comprehensive translation and localization services for eLearning, web, corporate communications, software and multimedia projects. Glyph delivers language services that empower its clients to grow globally through a combination of strategic vision, industry-leading tools and practices, top-flight linguist talent, cultural savvy and a deep focus on customer needs. Glyph was founded in 2001 in Seattle, WA and is now based in Spokane, WA.

Glyph is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status. Glyph is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Apply now! If this opportunity speaks to you, complete an application questionnaire and send us your resume and cover letter. We look forward to hearing from you!

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