Elder Fraud Hotline/Case Management Specialist

Bachelor’s degree in Human Service subject matter area
At least 3 years working with older adults experiencing victimization, elder abuse and/or fraud
At least 2 years of experience delivering TTA to victim service programs
This position requires a Public Trust security clearance. Applicants will be subject to government security investigation to obtain clearance prior to the start date.

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