Call Center Specialist (Bilingual English/Spanish)

Call Center Specialist (Bilingual English/Spanish)

Koniag Professional Services, a Koniag Government Services company, is hiring Call Center Specialists (Bilingual English/Spanish) to support KPS and our government customer. Must be a US Citizen and eligible to obtain a Public Trust clearance. This position is located in El Paso, TX.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, paid vacation and sick leave, and more.

This role involves responding to sensitive, high-impact calls and providing real-time guidance, crisis response, and resource coordination to promote the safety and well-being of vulnerable youth.

Duties

• Deliver high-quality, compassionate services to UAC, sponsors, community members, and other callers
• Communicate effectively in English and Spanish
• Maintain professional judgment, especially during crisis calls
• Respond to calls promptly
• Manage and de-escalate calls from individuals in crisis
• Triage calls for appropriate responses, referrals, and documentation
• Provide case management/referral services
• Apply quality standards to all calls and meet program deadlines
• Work with stakeholders, including legal service providers and court officials
• Assess changes affecting child safety and make referrals to officials
• Follow protocols and policies in call handling including post-call documentation

Minimum Qualifications

• Bachelor's degree in a relevant field, such as psychology, social work, mental health, or a related field.
• At least 1 year of child welfare experience.
• Bilingual in English and Spanish.
• Strong computer skills, including proficiency in Microsoft Excel, Word, Teams, and Outlook.
• Comfortable learning new systems and working with case management software.
• Exceptional verbal and written communication skills.
• Ability to navigate sensitive conversations and emotionally charged topics with professionalism and empathy.

Preferred Qualifications

• Prior call center experience, especially in behavioral health or child/family services.
• Familiarity with Federal government programs that support UAC.
• Working knowledge of trauma-informed care principles and best practices in crisis intervention.

Additional Information

• This is an onsite role located in our secure El Paso, TX, Rockville, MD, and Fairmont, WV facilities. Remote/virtual work is prohibited.
• As part of a 24x7x365 essential operation, this position may require work on evenings, weekends, holidays, or during emergency situations.
• A mandatory 3-week training period (combination of webinars, self-paced learning, and workshops) must be completed prior to shift assignment.
• U.S. Citizenship or Permanent Residency required. Must be eligible for Public Trust clearance

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.