Bilingual (Spanish/English) ORR – UAC Call Specialist

Job Locations USA-AZ-Phoenix
Posted Date 3 weeks ago(3/1/2018 9:12 PM)
Requisition Number
Number of Positions
Job Function
Full/Part Time
Full Time


General Dynamics Information Technology (GDIT) supports the Office of Refugee Resettlement (ORR). Our programs provide children in need with critical resources to assist them in becoming integrated members of American society.

Unaccompanied alien 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.

  • Answers calls for Office of Refugee Resettlement (ORR) hotline and ORR Sexual Abuse hotline from Unaccompanied Alien Children (UAC) placed in the care of ORR facilities, from sponsors of UAC, or other interested parties. The nature of the calls may be related to locating a UAC in placement, requesting assistance with services post-release from a program or related to reports of sexual abuse, sexual harassment and misconduct, or additional grievances
  • Follows mandated internal, local, state and federal protocols for handling urgent issues such as reports of sexual abuse
  • Contacts outside agencies to make reports, such as local law enforecement, Child Protective Services, and ORR, which may involve multiple agencies depending on where the child resides
  • Completes necessary documentation in the UAC Portal
  • Answers and collects information in an empathic, courteous and professional manner
  • Applies child interviewing techniques and crisis intervention skills 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
  • Reviews call information entered into hotline data system for accuracy of call documentation
  • Responsible for productivity, quality, and timeliness of reporting
  • Assists in identifying trends 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



  • BA Degree (behavioral sciences, human services, or social sciences fields)


  • Bilingual - English / Spanish
  • Experience interviewing and working with families and children
  • 3 years of relevant/related experience
  • Strong Preferences:
    • Past experience working with children and/or families in residential or detention settings
    • Familiarity with ORR UAC programs and policies/procedures
    • Direct work with unaccompanied alien children (UAC), immigrant populations is definitely a plus
  • Cultural competency





Working Conditions


The work is typically performed in an office environment; which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Title 13 data; the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas.


The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.


As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors. With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.


GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.


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