TO APPLY Please send resume, cover letter, and list of three references to . All documents must be in a single PDF in one email with “Hotline Operator” in the subject heading. Applications will be accepted on a rolling basis until the position is filled. No phone calls please.
ABOUT THE WAISN HOTLINE
The WAISN Deportation Defense Hotline (“the Hotline”) is the ears of Washington’s immigrant community, a two-way line of communication rooted in mutual aid, feminism, and care that serves as the foundation for WAISN’s priorities, initiatives, and immigrant justice work.
The WAISN Hotline was created in 2017 to empower and protect community members by sharing knowledge and resources for the safety and well-being of immigrants in the face of harmful immigration enforcement, providing a place to report ICE (Immigration & Customs Enforcement) and CPB (Customs & Border Protection) activity in the state. Hotline operators facilitate access to WAISN’s immigrant-centered deportation defense mutual aid work through comprehensive and rapid care programs such as accompaniment to court and immigration appointments, Know Your Rights training, and the WAISN Fair Fight Bond Fund and post-detention release support. Our operators also facilitate referrals to an extensive list of community information and resources people need to survive and thrive, all vetted for accessibility to immigrants, anticipating and addressing potential barriers immigrants might face.
As the only statewide hotline for immigrants and refugees, particularly undocumented immigrants, in the state of Washington, the WAISN Hotline is an immigrant-led and trusted infrastructure of support made up and run by directly impacted immigrants dedicated to listening, responding to, and supporting the needs of immigrants of every race, ethnicity, embodiment, gender identity, sexuality, nationality, location, language, and culture in Washington, available in nearly 300 languages. We strive to meet community members where they are in terms of technical proficiency, ability to read or write, education, and life experience.
POSITION SUMMARY
The primary purpose of the Operator position is to answer calls from community members to the WAISN Hotline. All Hotline Operators are expected to use a range of tools and vetted resources to provide high-quality informed, culturally humble, and caring service to callers based on Hotline Call and Service Standards.
This position is directly overseen by the Hotline Manager and works closely with other WAISN departments.
JOB REQUIREMENTS AND DESIRED PERSONAL TRAITS
Qualifications
- Bilingual in Spanish and English.
- Access to a phone (cellphone, smartphone).
- Access to reliable Internet (high-speed, can work from home).
- Computer proficiency with experience in email, Microsoft systems, and Google Workspace.
- Maintain a valid driver’s license. Ability and willingness to travel occasionally and must live in Washington state.
Knowledge and Skills
- Strong listening, verbal, and interpersonal communication skills: ability to communicate proficiently and strategically to ensure goals are met and relationships are strengthened.
- Demonstrated effective writing skills with excellent grammar.
- Ability to use different media (email, text, Slack, Signal, etc.) constructively in order to ensure smooth flow of communication within teams and with community members.
- Experience working in a fast-paced team environment, hotline or call center is highly preferred.
- Excellent judgment to make decisions and troubleshoot complex situations.
- Attention to detail.
- Ability to organize personal workspace and time to manage multiple tasks, ensure efficiency, and be self motivated while working remotely.
- Capacity to work independently, collaboratively, and creatively in order to accomplish assigned responsibilities.
- Ability to digest and synthesize a range of materials, information, and content, remaining up to date on information, protocols, and procedures in an agile working environment.
- Flexibility to adapt and pivot to meet the dynamic and changing needs of the immigrant community.
- Sensitivity to individuals’ unique cultural characteristics and capacity to display a positive, optimistic, accepting attitude toward all personnel and immigrant communities.
- Ability to engage and build strong connections and trust across race, gender, class, and other group identities, both internally and externally.
- Demonstrated self-awareness of your own multiple group identities and your unconscious biases, and ability to adjust to different spaces accordingly.
- Ability to engage in feedback with colleagues and supervisors and to take advantage of professional guidance and supervision.
- Knowledge and willingness to learn about the U.S. immigration system and issues and best practices related to providing services to immigrants in a community setting—including an understanding of the nuance and complexity of resource accessibility issues faced by immigrants—preferably with lived experience as an undocumented person, immigrant, or immigrant family.
- A demonstrated commitment to social and racial justice issues and understanding of challenges facing the immigrant community, including communities of color, queer and transgender communities, and socioeconomically disadvantaged people.
- A demonstrated commitment to cutting-edge progressive values that champion an intersectional decolonial and transnational feminist agenda centered around the dismantling of all systems of oppression.
Job Type: Part-time
Pay: $25.00 per hour
Expected hours: 32 per week
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
Schedule:
People with a criminal record are encouraged to apply
Work Location: Hybrid remote in Yakima, WA 98902