Director, Immigration Hotline - 2008323 at Catholic Charities, Archdiocese of New York

Job Title: Director, Immigration Hotline

Location: New York City, NY

FLSA Status: Full Time, Exempt

Classification: Professional

Division: Immigrant and Refugee Services Department: Immigration Hotline

Reports to: Division Co-Director

Supervisory Responsibilities: Yes X No

The Immigrant & Refugee Services Division of Catholic Charities Community Services (CCCS)

comprises five departments that serve New York’s immigrant and refugee populations: Hotline

Services, Immigration Legal Services, Refugee Resettlement, the Day Laborers Program, and the

International Center (ESOL and civics). Through the Hotline Services department, CCCS operates

two immigration legal hotlines that provide New Yorkers with accurate and timely information

about immigration law and practice, make referrals to service providers, facilitate complaints to law

enforcement from victims of fraud, and offer other specialized services. The current hotlines are the

New York State New Americans Hotline, which is open seven days a week including evenings, and

New York City’s MOIA Immigration Legal Hotline, open five days a week including evenings and

periodic Saturdays. Together, the hotlines handle more than 45,000 calls per year, offering clientcentered services in over two hundred languages.

Position Summary: Under the supervision of the Co-Director of Immigrant & Refugee Services,

the Director of Hotline Services will lead the department, overseeing contract compliance, funder

relationships, and fiscal management; providing leadership and support to the Hotline teams; and

engaging in information services and professional development activities. The position is

responsible for providing immigration legal expertise, strategic planning, and program design

and implementation. The Director works with external stakeholders and with partners throughout

the Division and the agency, and is an active participant in divisional planning.

Essential Duties and Responsibilities

Leadership and Strategic Direction

• Provide strategic direction, leadership, and management of services and activities for the

Hotline Services department, including guidance and oversight on accurate, relevant, and

thorough immigration legal and practice information.

• Work with Division Co-Director, Department Directors, agency principals, and external

stakeholders to continuously improve and modernize Hotline and immigration information

services; develop program initiatives responsive to evolving community needs.

• Act as a Division spokesperson through advocacy, liaising, outreach, education, media, and

other engagement.

Program Oversight and Quality Assurance

• Develop and direct the work of the Hotline team, ensuring provision of excellent customer

service to immigrant New Yorkers.

• Direct and oversee all immigration legal information and advice provided to callers to ensure

accuracy, timeliness, and adherence to professional and ethical requirements. Provide

ongoing training and updates to staff.

• Develop, implement, and ensure adherence to call response and quality assurance protocols

and best practices.

• Oversee data management systems and delivery planning, as well as milestone tracking for

strategic initiatives implementation.

• Oversee Office of New Americans immigration fraud reporting program through the ONA

hotline and build and maintain relationships with government law enforcement partners, the

Protect Immigrant New Yorkers (PINY) working group, and others as appropriate.

Staffing, Training and Performance Management

• Hire, supervise, guide, and support staff; monitor and evaluate staff performance through

spot-checks and follow-up, including skills-based training.

• Provide day-to-day oversight to ensure that performance, outcomes, and targets are met.

• Provide appropriate training; ensure understanding of procedures, protocols, and contractual

requirements; troubleshoot as needed.

Compliance, Contracts, and Administration

• Manage and implement contracts and budgets and comply with required deliverables and

timelines. Prepare department budgets, contractual documents, financial tracking, and funder

reports.

• Work closely with funders to ensure mutual understanding and service provision.

• Ensure staff compliance with contractual and administrative requirements, and

accomplishment of established objectives; provide oversight of preparation and submission

of all project and data reports.

Partnerships & External Engagement

• Manage relationships with funders, including timely and accurate reporting and development

of new initiatives as needed.

• Actively participate in committees, working groups, and collaboratives on topics relevant to

the hotline’s services, e.g., preventing and reporting fraud, funding coalitions, referral

services, and rapid response. Engage in outreach, including presentations at community

events and training programs.

• Administer NYS Continuing Legal Education program and St John’s Law School Clinic in

partnership with CCCS legal services department, as needed.

• Represent CCCS to private, public, media, internal and other stakeholders and agencies.

Internal Reporting

• Provide regular programmatic reports for presentation to the Board of CCCS and the Catholic

Charities’ Board of Trustees.

• Prepare periodic internal reports as needed.

Other duties, as assigned.

Requirements

Qualifications

• Juris Doctor and active status as member in good standing of the bar in any state or D.C.

• At least seven years of post-JD experience in immigration law, preferably with experience

in removal defense and pro bono programing.

• Experience in data and fiscal management strongly preferred.

• Minimum of three years supervising and mentoring others.

Skills, Licenses, and/or competencies required:

• Demonstrated leadership skills.

• Highly motivated self-starter with strong problem-solving skills.

• Demonstrated project and time management skills, ability to work in a fast-paced

environment, and ability to prioritize multiple complex tasks and use resources wisely.

• Excellent interpersonal and communication skills, with an aptitude for building

relationships across disciplines, job titles, and agencies.

• Excellent writing and analytical skills.

• Strong understanding of program management principles, including contract

implementation, budget creation, and forecasting.

• Ability to work independently and in a highly collaborative team environment.

• Demonstrated commitment to public interest law and immigration legal services.

• Ability to work and communicate effectively and sensitively in a diverse and

multicultural environment.