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Fairfax, Virginia, United States of America
JOB #R1903727

Elder Hotline/Case Management Specialist -Victim Services

OVC TTAC Elder Hotline/Case Management Specialist - On Call

Location - REMOTE

This is part time/on-call with day shifts.

Job Description:

As the Office for Victims of Crime Training and Technical Assistance (OVC TTAC) Elder Fraud Hotline Specialist, you will perform a range of crisis intervention, case-management, information sharing, referral, training, planning, analytical, writing, problem-solving and related work in support of ICF’s implementation of a nationwide hotline serving older Americans who have been victims of fraud.  You will also provide training and technical assistance for federal, state and local clients around this issue.  You will engage in solution-focused work with victims of elder fraud and allied professionals.  You will provide follow-up assistance as needed.  You will also provide subject matter expertise (SME) to ICF project teams and assist with development and review of deliverables.  Non-traditional hours and travel are required.

Key Responsibilities:

  • 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 hand-offs 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 ICF 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 ICF 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 

The work requires substantial collaboration with a variety of ICF points of contact across business/functional divisions, as well as with organizations from the field. You will have to plan and carry out concurrent activities that will ensure a timely and orderly provision of a set of deliverables. The successful candidate must display decisiveness, diplomacy and sound judgment in resolving difficult problems in work assignments, which are often of a complex and sensitive nature. The candidate must demonstrate excellent technical writing skills, be able to multi-task, and display sensitivity to the confidential nature of ICF’s work with clients in the Victim Services portfolio.

Basic Qualifications: 

  • Bachelor's degree in Human Service subject matter area
  • Demonstrated knowledge of victim service programming 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 over extended daily hours
  • Experience working with victims of elder abuse or fraud
  • 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
  • At least 3-5 years previous work experience in victim service programs
  • Detailed knowledge of and experience working with local victim service providers, state victim service coalitions, and allied professions
  • At least 2 years of experience delivering TTA to victim service programs
  • Demonstrated, high level technical writing skills
  • 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:

  • Master’s Degree in Human Service subject area
  • Experience working in systems that serve older victims of crime
  • Understanding and experience working on national level efforts
  • Experience analyzing quantitative and qualitative data

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

Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth. If you’re seeking to make a difference in the world, visit to find your next career. ICF—together for tomorrow.

ICF is an equal opportunity employer that values diversity at all levels. (EOE – Minorities/Females/ Protected Veterans Status/Disability Status/Sexual Orientation/Gender Identity)

Reasonable Accommodations are available for disabled veterans and applicants with disabilities in all phases of the application and employment process. To request an accommodation please email and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about non-discrimination:  EEO is the law and  Pay Transparency Statement.

Virginia Remote Office (VA99)

Victim Services

Who is ICF?

A consulting services company of over 5,000 experts across 67 countries, but not your typical consultants

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