Bilingual (Spanish/English) ORR – UAC Call Supervisor

Job Locations USA-AZ-Phoenix
Posted Date 3 weeks ago(3/1/2018 8:57 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.

  • Provide front-line shift supervision of ORR NCC Call Specialists
  • Monitor team performance to ensure contractual requirements are being met
  • Ensure staff follow proper reporting procedures to law enforcement/CPS, ORR and other required stakeholders
  • Provide first line of quality assurance of call center performance
  • Coordinate call center logistics and staffing with project management to ensure full coverage and uninterrupted operations
  • Assist in hiring and training Call Specialists
  • Provide crisis intervention and assess caller needs as a support function to Call Specialists
  • Provide backup coverage for Call Specialists, as needed
  • Identify training and technical assistance needs and present to project management
  • Complete reports and other assignments assigned by project management
  • Participate in meetings, as required
  • Collaborate with ORR, law enforcement, community partners and other stakeholders, as needed
  • Document and assist in managing any concerns regarding NCC service provision
  • Participate in special projects, as required



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


  • BA Degree (behavioral sciences, human services, or social services fields) + 5 years of post-graduate experience in Social Work / Human Services field ----OR---- MSW or equivalent degree + 2 years of post-graduate experience in Social Work / Human Services field
  • Supervisory experience preferred
  • Experience in customer service, immigrant populations, interviewing/screening children, crisis intervention, and trauma-informed care systems highly desirable
  • Bilingual English & Spanish required





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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