• Job Description

  Req#: R2303498
  Employer is seeking a Quality/Safety Analyst to join our team. By joining us, you'll have access to an excellent benefits package, an award-winning talent development program, and the opportunity to work with a highly skilled, energized, and empowered workforce.
  
  Key Responsibilities:
  - Conducts various QA and monitoring activities to ensure uniform quality standards are applied by all Call Center staff.
  - Audits contact documentation to ensure completion for every call.
  - Reviews reports and provides assessments on trends, patterns, and concerns to be elevated to the client.
  - Monitors employee files to ensure background checks are complete and current.
  - Evaluates Prevention of Sexual Abuse (PSA) Hotline alerts.
  
  - Reviews and assesses Critical Incident Reports and safety plans for compliance and accuracy.
  - Reviews mandated child abuse reports and reports to law enforcement for accuracy.
  - Reviews or prepares safety reports submitted to ORR.
  - Identifies training needs based on call reviews.
  - Reviews and submits new referrals to Post Release Services.
  
  - Works closely with call center staff, ORR, and client's stakeholders.
  - Reviews and responds to all calls as needed from unaccompanied minors.
  
  Basic Qualifications:
  - Bachelor's degree in social work or social services focused degree.
  - Minimum of 3 years of experience in responding to reports of abuse regarding children, youth, or families in a hotline or investigatory role.
  
  Preferred Skills/Experience:
  - Experience with Office of Refugee Resettlement.
  - Minimum of 5 years of experience working with unaccompanied children or refugee minors.
  - Trained in interviewing children.
  - Bilingual English and Spanish preferred.
  - Minimum of 3 years of experience in responding to crisis calls from children, youth, or families, including at least one year as a supervisor or manager on a child abuse hotline.
  - Ability to work nights and weekends.
  - Ability to travel up to 25%.
  
  Professional Skills:
  - Strong project management skills.
  - Strong oral and written communication skills.
  - Strong analytical, problem-solving, and decision-making capabilities.
  - Strong attention to detail.
  - Ability to multitask in a fast-paced environment.
  - Ability to work well both individually and in a team environment.
  - Ability to prioritize multiple tasks with minimum supervision.
  - Ability to work with all levels of internal staff, as well as outside clients and vendors.
  - Ability to be flexible and handle multiple priorities.
  - Proficiency in MS Office Applications (Word, PowerPoint, Outlook, Excel, Project) and MS SharePoint.
  - Sound business ethics, including the protection of proprietary and confidential information.
  
  Additional Information:
  - ICF is an equal opportunity employer committed to hiring regardless of any protected characteristic.
  - Reasonable accommodations are available for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs.
  - Pay range for this position is $51,333.00 - $87,267.00.

• About the company

  ICF International, Inc. 48 billion in revenue, with approximately 7,000 full and part time employees in more than 90 offices.

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