Elder Fraud Hotline/case Management Specialist - Reston, United States - ICF

ICF

Verified Company

Reston, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Job Description:

Providing expertise and staff support for a nationwide hotline
Provide excellent customer service to all callers
Meeting service metrics for this project
Understanding the complexities of elder fraud and resources to assist victims
Providing complete case management for individuals reporting cases—from filling out forms to warm handoffs with appropriate organizations
Updating and maintaining complete and accurate records
Updating and maintaining resource lists
Identifying and sharing trending information from hotline reports
Provide feedback and expertise to multiple teams to develop communications plans, materials, and public awareness campaigns
Ensure compliance with all relevant state and federal requirements related to running a call center that provides direct services
Work with teams to ensure consistent availability of underlying technology to minimize any disruptions to call center operations
Develop and maintain strategic partnerships with allied organizations and groups serving a similar population
Supporting data collection, analysis and report writing
Performing other related duties as assigned

Basic Qualifications:

At least 3 years working with older adults experiencing victimization, elder abuse and/or fraud
At least 2 years of experience delivering TTA to victim service programs

Additional Skills:

Demonstrated knowledge of victim service programming for older adults in the United States across a wide variety of service areas
Demonstrated experience in staffing a Call Center/Hotline or providing services in a fast-paced environment
Experience in helping victims file reports and connect with resources
Ability to manage multiple cases within the same time frame
Demonstrated ability to accurately report service levels and duration
Experience working with a diverse team housed in a variety of locations
Experience with grant/contract compliance
Experience with compliance around maintaining data integrity and victim confidentiality
Detailed knowledge of and experience working with local victim service providers, state victim service coalitions, and allied professions
Ability to create and manage timelines and tasks in a fast-paced environment, and collaborate with other teams to complete project deliverables
Ability to perform effectively in a client-service oriented environment and familiarity with government structure and government agencies
Proficiency with MS Office

Preferred Skills/Qualifications:

Professional Skills:

Ability to communicate with excellence, both orally and in writing
Demonstrated highly professional demeanor
Excellent interpersonal and coalition building skills
Ability to work with various levels of internal staff, as well as clients, grantees, and vendors

The pay range for this position is:

$57, $98,153.00