Elder Fraud Hotline Shift and Case Management Supervisor - Office for Victims of Crime (REMOTE ROLE) - Nationwide Remote Office (US99)

ICF is a mission-driven company filled with people who care deeply about improving the lives of others and making the world a better place. Our core values include Embracing Difference; we seek candidates who are passionate about building a culture that encourages, embraces, and hires dimensions of difference. Diversity & Inclusion, is simply who we are and what we do.

Job Description:

As the Office for Victims of Crime National Elder Fraud Hotline Case Management Shift Supervisor, 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 train and supervise hotline staff and provide assistance in the resolution of complex issues presented by callers. You will also provide subject matter expertise (SME) to ICF project teams and assist with development and review of deliverables.

Key Responsibilities:

• Assist in scheduling staffing for hotline
• Directly supervise hotline staff
• Provide staff training
• Assist hotline staff with complex cases
• Providing expertise and staff support for a nationwide hotline
• Provide excellent customer service to all callers
• Meet service metrics for this project
• Understand the complexities of elder fraud and resources to assist victims
• Provide complete case management for individuals reporting cases—from filling out forms to warm hand-offs with appropriate organizations
• Update and maintaining complete and accurate …