ON-CALL Elder Hotline/Case Management Specialist (REMOTE ROLE)

Working at ICF

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Job Description:

As a Hotline Elder Fraud Specialist, you will perform a range of 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.

THIS IS AN ON-CALL, part time hours position based on project needs.

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 …