Bilingual DHS Call Center Operator with Security Clearance

Primary Work Duties will include but are not limited to the following:

• Conducts Call Intake for all ECCO phone lines and Operator call analyses functions as directed by the SOP and call center leadership

• Stands ready to answer incoming calls in a timely manner from detention facilities and other stakeholders

• Quickly establishes rapports with callers, asks probing questions to identify concerns, and applied knowledge of immigration enforcement/detention to assessing caller concerns. Responsible for making database and manual queries related to individuals in ICE detention or other persons in immigration proceedings received

• Logs relevant call information into a web-based case management or CRM system.

• Works cases to be referred to an ERO Officer/Agent, ERO field offices or ICE
headquarters offices for follow-up review and action

• Accesses third-party telephonic interpreter service provided by ICE, when appropriate

• Provide back-up to the HQ Entry level Data Analyst to process entry level data entry and analysis for any Intake mailboxes when needed.

• Must have intermediate skills in Microsoft Excel, and Word

• Must perform at the minimum call intake performance levels established by the COR. Required Education:

• Bachelor's Degree and two years of related experience; or an Associate's Degree with three years of related experience; or five years of related experience if no degree Required Work Experience:

• Bachelor's Degree and two years of related experience; or an Associate's Degree with three years of related experience; or five years of related experience if no degree

• Experience in responding to requests for information, conducting searches in government databases, and searching automated systems for data and developing concise summaries with decision points under tight deadlines.

• Bi-lingual (a minimum proficiency of a 2+ in Interpretation Performance according to the Interagency Language Roundtable Scale or its equivalent) Spanish and English required. Detailed information regarding the Interagency Language Roundtable Scale Descriptions can be found at the following website:

• Excellent reading comprehension, writing and communication skills.

• Ability to work independently and to manage and prioritize multiple work assignments

• Law enforcement experience or experience in interpreting and applying immigration law is preferred Required Knowledge, Skills, and Abilities:

• Bi-lingual (a minimum proficiency of a 2+ in Interpretation Performance according to the Interagency Language Roundtable Scale or its equivalent) Spanish and English required. Detailed information regarding the Interagency Language Roundtable Scale Descriptions can be found at the following website:
• Bachelor's Degree and two years of related experience; or an Associate's Degree with three years of related experience; or five years of related experience if no degree Physical Demands: Position will require frequent sitting, standing, and/or mobility within an office setting. Employee must be able to use hands to complete work at a workstation/computer, be able to reach, type and manipulate with hands, fingers, and arms; lift and/or move up to 20 pounds; talk, see and hear. Work Environment: Work is performed on client site in a professional office environment with moderate stress and noise levels. Position requires employee to effectively use a computer, potentially for long periods of time, and to accommodate potentially frequent interruptions. Candidate should be both customer-focused and present a team approach to overall work. Schedule: Business core hours are Monday through Friday, from 8:00 a.m. to 5:00 p.m. ET. Standard work hours may vary for this position based upon contract requirements. Position will be located onsite at a customer facility in Irvine and/or Laguna Niguel, California. Americans with Disabilities Act (ADA): XLA is committed to the full inclusion of all qualified individuals. As part of this commitment, XLA will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage qualified individuals with disabilities to apply. If a reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team at For persons who are deaf, hard of hearing, deafblind, or deaf-disabled, XLA will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes. EEOC: XLA is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.