Immigration Hotline Team Supervisor

Immigration Hotline Team Supervisor - 2003427

Catholic Charities, Archdiocese of New York · New York, United States (Hybrid) · Full-time · Posted 2026-11-09

Workplace: hybrid

Department: Hotline

Description

Job Title: Hotline Team Supervisor (TEMPORARY)

Location: 80 Maiden Lane, New York, NY

FLSA Status: Full time, Non-Exempt

Classification: Professional

Division: Immigrant & Refugee Services

Department: Immigration Hotline Services

Reports to: Hotline Director of Operations

Salary: $36.42 per hour

Supervisory Responsibilities:    Yes __X__  No    ___

Summary:

The Immigration Hotline Services Department of the Immigrant & Refugee Services Division of Catholic Charities Community Services (CCCS) is a leading provider of immigration hotline services. The MOIA Immigration Legal Support Hotline is one of two hotlines operated by CCCS through the Hotline Services Department. The hotlines provide New Yorkers with accurate and timely information about immigration law and practice, make referrals to appropriate service providers, facilitate complaints to law enforcement from victims of fraud, and offer other specialized services.

Under the supervision of the Hotline Director of Operations and in collaboration with the Hotline Director, the Hotline Team Supervisor manages and supervises a team of Hotline Counselors, supports the operational needs of the MOIA Immigration Legal Support Hotline, including schedule coordination, workflow management, reporting, and training. The Immigration Legal Support Hotline operates seven days a week, including evening hours.

Essential Duties and Responsibilities including the following:

• Collaborate with the Director of Hotline Operations, Hotline Director, and other Hotline Team Supervisors to develop, implement, and maintain Hotline operating procedures, call-handling protocols, and referral processes.
• Monitor calls answered by Hotline Counselors using RingCentral/NICE Contact Center to ensure the quality and accuracy of services provided. Provide timely feedback and coaching to counselors and review documentation of services provided to callers by counselors. Follow up with Hotline Counselors to identify and correct data-entry errors in ECM (Salesforce) and suggest improvements in systems.
• Provide day-to-day supervision and support to assigned Hotline staff, including monitoring performance, providing feedback and coaching, addressing operational or performance concerns, supporting staff development, and escalating significant issues to the Hotline Director or Director of Hotline Operations as appropriate.
• Assist with interviewing prospective staff members, coordinate staff scheduling and workflow management, ensure appropriate coverage across Hotline shifts and help to address staffing gaps, schedule changes, and other operational needs.
• Facilitate the onboarding of new staff and assist the Hotline Director with developing and delivering training and identifying training needs for existing staff across all hotlines. Complete staff performance evaluations and draft performance improvement plans.
• Participate in ongoing training on immigration laws, regulations, procedures, and developments, as well as social services and other resources available to immigrant communities. Share relevant updates and information with Hotline staff as appropriate.
• Assist the Director of Hotline Services and Director of Operations for Hotline Services with the preparation and review of statistical reports, including reports generated through ECM (Salesforce) and RingCentral/NICE Contact Center. Prepare monthly and quarterly reports, as well as additional reports requested by internal leadership or funders.
• Coordinate logistics for and participate in outreach events and phone banks to provide information about Hotline services and developments affecting immigrant communities. Provide guidance and support to volunteers.
• Develop forms for phone bank events and assist with establishing temporary RingCentral/NICE Contact Center accounts as needed.
• Provide direct Hotline services as needed to address staffing shortages or operational needs across all hotlines managed by the Division, including:
• Responding to calls, scheduling appointments, and providing general immigration information, referrals, and appointments as appropriate.
• Assisting victims of anti-immigrant fraud in filing complaints with appropriate law enforcement authorities.
• Support the effective functioning of the Hotline team by identifying operational challenges, recommending improvements, and communicating emerging issues or trends to Hotline leadership.
• Perform other duties as assigned.

Requirements

Position Type and Expected Hours of Work:

This is a full-time 35-hour a week position that requires flexibility to work a variety of shifts, including 9:00AM – 5:00PM or 12:00PM – 8:00PM, Monday through Friday, and 9:00AM – 5:00PM on weekends. Scheduling is based on operational and coverage needs.

Working Conditions and Physical Demands Required

The demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this position:

• Remain stationary at a workstation or in meetings and use a computer for at least 85% of the workday.
• Travel as needed using public transportation or a personal or agency vehicle; navigate City streets; occasionally ascend and descend stairs; and work in a variety of indoor and outdoor environments and weather conditions.
• Carry a laptop and event-related materials and documents to off-site work locations.

Qualifications

Education and/or Experience Required:

• 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 experience and knowledge of immigration law, required.

Skills, Licenses, and/or Competencies Required:

• Bilingual in English and at least one additional language.
• Ability to manage high-volume communications and competing priorities in a fast-paced hotline environment.
• Ability to manage multiple urgent demands simultaneously and exercise sound judgment in prioritizing work.
• Excellent attention to detail.
• Highly organized and able to effectively manage workflow and follow through on tasks.
• Excellent interpersonal, organizational, administrative, and written and verbal communication skills.
• Ability to work independently while also functioning effectively within a highly collaborative team environment.
• Proficiency with technology and data entry, including working knowledge of Microsoft Office applications such as Word, Excel, and Teams.

Catholic Charities and Catholic Charities Community Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristics protected by law.

Apply

Apply at Catholic Charities, Archdiocese of New York

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