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Fairfax, Virginia, United States of America
JOB #R2202189

Elder Hotline/Case Management Specialist (On-Call, REMOTE ROLE)

Elder Hotline/Case Management Specialist

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.

*We are open to supporting 100% remote work anywhere within the US.*

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.

Qualifications: 

  • Bachelor's degree in Human Service subject matter area, Master’s Degree preferred
  • Minimum 3 years previous work experience in victim service programs
  • Minimum 2 years of experience delivering TTA to victim service programs
  • Experience working with victims of elder abuse or fraud
  • Detailed knowledge of and experience working with local victim service providers, state victim service coalitions, and allied professions
  • Demonstrated experience in staffing a Call Center/Hotline or providing services in a fast-paced environment over extended daily hours
  • 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 with grant/contract compliance
  • Experience with compliance around maintaining data integrity and victim confidentiality

  • 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
  • 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

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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.

We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy.

COVID-19 Policy: New or prospective U.S. employees must provide proof of complete vaccination on the date of their commencement of employment. If selected for employment, you will provide proof of your full vaccination status, defined as vaccinated two weeks after receiving the requisite number of doses of a COVID-19 vaccine approved or authorized for emergency use by the FDA.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email icfcareercenter@icf.com 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)

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Victim Services

Who is ICF?

A global consulting services company with approximately 8,000 people across 75+ countries, but we are not your typical consultants.
LEARN MORE ABOUT ICF

Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.

Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.