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Title: Hotline Operator

Reports to: Legal and Advocacy Director, Houston Immigration Legal Services Collaborative (HILSC)

Location: Hybrid - Houston, Texas

FLSA Classification: Exempt

Date: January 15, 2026

 

Houston Immigration Legal Services Collaborative (HILSC) seeks an energetic and talented initiative-taker who is enthusiastic about advancing immigrant justice to join the team to operate the Immigrant Resource Hotline that serves as the central entry point for immigrants seeking timely and accurate immigration information and service referrals. 

Overview of HILSC

The Houston metropolitan area has one of the highest concentrations and fastest-growing populations of immigrants and refugees in the country. More than 1.6 million immigrants and 70,000 refugees call Greater Houston home and 63% of them are non-citizens; more than 500,000 Greater Houston residents are undocumented. Houston Immigration Legal Services Collaborative grew out of a 2013 conversation among Greater Houston immigrant-serving organizations and funders seeking to grow immigration legal services capacity in this region. Launched to expand legal resources to help DREAMers apply for Deferred Action for Childhood Arrivals (DACA), HILSC convened working groups to identify gaps in service and incubated programs to meet emerging needs such as the Immigrant Resource Hotline, Deportation Defense Houston, Forensic Evaluations, Disaster Justice, Connect for Healthcare, Strategic Learning, Holistic Immigrant Services, Give Citizenship A Bost, and fund fellowships to build a pipeline of immigration lawyers and advocates to meet community needs. The vision of HILSC is to co-create, with our allies, a vibrant and resilient ecosystem where all immigrants, migrants, and refugees belong.. 

The Immigrant Resource Hotline (“Hotline”) was the first project incubated by HILSC and launched in February 2017 with volunteers. Since its inception, the Hotline has handled more than 20,000 calls. It serves as the central entry point for community members seeking information about citizenship, changing immigration policies, locating loved ones in ICE detention, and connecting to legal and social services. Callers can receive information to access free to low-cost legal services and social services support that help meet their needs in food, housing, education, medical, counseling services, and transportation. By creating an entry point to immigration information and legal assistance, the Hotline is key to breaking down access barriers and streamlining access to services and support systems for members of our immigrant community. The Hotline also serves as the first line of defense in protecting the immigrant community against exploitative and deceptive notarios who prey on immigrants with false promises and often ruinous results. 

Job Description

The Hotline Operator will join the team from two other organizations to staff the Hotline during office hours. This is a full-time, exempt position. Working under the supervision of the Legal and Advocacy Director, the Hotline Operator will regularly take Hotline calls as well as returning missed calls and call-back requests from  HILSC’s website, and following up with callers to evaluate Hotline efficacy. The Hotline Operator will also assist with data collection and analysis to meet funders’ requirement, as well as engage in community outreach to publicize the Hotline, promote HILSC’s programs, and participate in community education to provide information on the latest immigration policies to the immigrant community. The Hotline Operator is a vital team member of HILSC and serves as an ambassador for HILSC by liaising with HILSC partners to cultivate strong collaborative relationships in addition to augmenting the operation of the Hotline. The ideal candidate is motivated, self-starting, meticulous, with good project management, interpersonal, and organizational skills. Flexibility and commitment to serving the immigrant communities in Greater Houston are key competencies. 

HILSC strives to create a collaborative, respectful, humble, transparent, and equitable work environment so that each person can bring his or her best self to the job. HILSC is committed to a collaborative culture. Our work is challenging, it requires great emotional intelligence and resilience. Having a sense of humor and optimism is highly valued.

Principal Duties and Responsibilities

  • Assist with Hotline implementation by performing the following duties:
  • Staff the Hotline that currently operates on Monday to Friday from 9:00 a.m. to 5:00 p.m. by answering incoming calls, providing relevant information to the callers, and making data entries, as well as returning missed calls and responding to inquiries submitted through the HILSC website. 
  • Document each call using the standard forms and protocols established by HILSC.
  • Provide referrals to appropriate sources and services where appropriate.
  • Participate in regular team meetings and training. 
  • Assist with creating and updating Hotline materials, e.g., referral guide, Hotline FAQs, standard text messages.
  • Commit to adhering to confidentiality and privacy standards.
  • Perform other duties as assigned by the Executive Director.

Required Education and Experience

  • Bachelor’s degree in communications, political science, public affairs, social work, or related fields from an accredited college or university, and 6 months of job-related experience, OR an Associate Degree with 2-4 years of related work experience.
  • Strong written and oral communication skills.
  • Proficiency with Adobe, Microsoft Office products (Word, Excel, OneDrive, Teams).
  • Must be literate in information technology and comfortable learning and using new telecommunications technology. 
  • Outgoing and able to work well in a team setting or individually.

 

Preferred Education and Experience

 

  • Fluency in English and Spanish in written and spoken forms strongly preferred. 
  • Experience working with immigrant and refugee community highly desirable.
  • Knowledge of Canva and database is highly desirable.
  • Prior volunteer, community, or work experience regarding immigration or detention.
  • Prior experience in a nonprofit setting, particularly in roles involving direct client service, is highly desirable.
  • Prior experience in legal and/or social services-oriented organizations a plus.

Competencies

  • Commitment to racial equity and social justice.
  • Effective communicator with a high level of active listening skills.
  • Empathetic and ability to understand and relate to the caller’s situation.
  • Strong organizational skills.
  • Resourceful with creative critical thinking skills.

Compensation and Benefits 

The Houston Immigration Legal Services Collaborative offers an excellent benefits package and a salary of $42,000 - $45,000, commensurate with experience and qualifications. Generous fringe benefits that include employer-sponsored health benefits; long-term and short-term disability, life insurance, and a 401(k) defined contribution retirement plan. HILSC also provides generous leave benefits inclusive of vacation, sickness, and holidays, as well as office closure the week between Christmas and New Year’s.

How to Apply

This is an extraordinary opportunity for an individual to have a meaningful impact through their professional contributions to advance immigrant rights and racial justice. Interested candidates should email a cover letter explaining how your skills and background fit this position and a resume jobs@houstonimmigration.org, with subject headline: Application for Hotline Operator.

 

This position is open until filled. First round of application due: 2/20/2026

 

HILSC is an equal opportunity employer; people of color and individuals from diverse backgrounds are encouraged to apply. HILSC does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, immigration status, and other legally protected characteristics.