Immigration Hotline Team Lead (Temp) – NYC

Catholic Charities, Archdiocese of New York; New York (NY); On-site; USD 41,000 - 59,000; Full time

Job summary

Catholic Charities of New York is seeking a Hotline Team Supervisor (Temporary) for the Immigrant & Refugee Services division. Based at 80 Maiden Lane in Manhattan, you will lead a team of Hotline Counselors, coordinate schedules, and ensure high-quality information and referrals for New Yorkers navigating immigration rules.

The role requires a Bachelor’s in human services or 3+ years’ related experience, bilingual abilities, and strong organizational and communication skills.

Qualifications

• Bachelor’s degree in human services or a related field, or at least three years of relevant professional experience.
• Previous experience working with immigration hotlines preferred.
• Previous experience as an immigration counselor or paralegal, or demonstrated knowledge of immigration law, required.

Responsibilities

• Develop, implement, and maintain Hotline operating procedures, call-handling protocols, and referral processes.
• Monitor calls answered by Hotline Counselors, provide timely feedback, coaching, and correct data-entry errors in ECM (Salesforce).
• Provide day-to-day supervision and support to Hotline staff, including performance management and staff development.
• Coordinate staff scheduling and workflow management to ensure appropriate coverage across Hotline shifts.
• Facilitate onboarding and assist with training, performance evaluations, and development plans.
• Participate in ongoing training on immigration laws and related procedures and share updates with staff.
• Prepare monthly and quarterly reports and assist with outreach events and volunteer guidance.

Skills

Bilingual

High-volume calls

Communication skills

Team coordination

Microsoft Office

Education

Bachelor’s degree in human services or related field

3+ years relevant experience

Tools

Microsoft Office

Job description

Catholic Charities of New York is seeking a Hotline Team Supervisor (Temporary) for the Immigrant & Refugee Services division. Based at 80 Maiden Lane in Manhattan, you will lead a team of Hotline Counselors, coordinate schedules, and ensure high-quality information and referrals for New Yorkers navigating immigration rules.

The role requires a Bachelor’s in human services or 3+ years’ related experience, bilingual abilities, and strong organizational and communication skills.