ECCO Call Analyst (SCA)

Overview: GovCIO is currently hiring for an ECCO Call Analyst to support the operations of the ECCO. The ECCO Analyst will, with their knowledge of the immigration lifecycle, respond to live questions and record in real time, inquiries from individuals in custody; their attorneys, advocates, family, and friends; individuals in immigration proceedings, and other immigration stakeholders in resolving complaints and concerns in accordance with agency policies, procedures, and standards, particularly those related to conditions in detention and other custody related topics using established protocols. This position will be located in Irvine, CA. and will be an onsite position. Responsibilities: Duties to include but not limited to the following:Answer incoming calls in a timely manner from detention facilities and other stakeholdersApply critical thinking and immigration lifecycle knowledge to answer questions and provide a high level of service and accurate supportQuickly establish a rapport with callers, asking probing and thoughtful questions to identify concerns while applying deep knowledge of immigration enforcement and detention facility processes to address caller issuesResponsible for making database and manual queries related to individuals in ICE detention or other persons in immigration proceeding through provided toolsAble to discern and log relevant call information into a web-based case management systemWork cases to be referred to an Officer/Agent, field offices or agency headquarters offices for follow-up review and actionLeverage third-party telephonic interpreter services provided, as necessaryAbility to review case files and other immigration enforcement documentation, and perform detailed analytical and research support servicesAbility to work independently and to manage and prioritize multiple tasks and work assignments Qualifications: Associate's with 2 years of relevant experience (or commensurate experience)Required Skills and ExperienceMust be a US CitizenAssociate degree with two years of related experience; or five years of related experience if no degreeBi-lingual (a minimum proficiency of a Speaking 2+ in Interpretation Performance according to the Interagency Language Roundtable Scale or its equivalent - Spanish and English (spoken and reading) is requiredExcellent reading comprehension, writing, and communication skillsExperience with applying knowledge to make autonomous decisions on the correct path forward to support outcomes of the incoming calls to support mission needsMust perform at the minimum call intake performance metrics establishedClearance Requirement: Ability to attain and maintain DHS Public Trust Clearance Posted Salary Range: USD $20.30 - USD $20.30 /Hr.

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