Call Center Specialist (Bilingual English/Spanish)
About The Position
OVERVIEW Hendall Inc., a mission-focused professional services firm based in Rockville, MD, is seeking a compassionate and detail-oriented Call Center Specialist to support a high-visibility call center that operates 24/7/365 to assist unaccompanied alien children (UAC), their sponsors, and related parties. 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. We are offering full-time and part-time roles which include nights, weekends, and holidays. Candidates must be available to work in either El Paso, TX, Rockville, MD, or Fairmont, WV .
Requirements
- 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.
Nice To Haves
- 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.
Responsibilities
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
