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. 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. Must be a US Citizen and eligible to obtain a Public Trust clearance.

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, 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.
• This position is located in El Paso, TX.

Benefits

• Medical, dental, and vision insurance
• 401(k) retirement plan
• Paid time off
• Paid parental leave
• Life and disability insurance
• Flexible spending accounts
• Commuter benefits
• Tuition reimbursement