Call Center Specialist (Bilingual English/Spanish)

Koniag Government Services, LLC•El Paso, TX

4d•$18 - $18•Onsite

About The Position

Koniag Professional Services, a Koniag Government Services company, is hiring bilingual English/Spanish Call Center Specialists to support KPS and its government customer. The role is based onsite at secure facilities in El Paso, Texas; remote or virtual work is prohibited. It 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. Applicants must be U.S. citizens or permanent residents and eligible for Public Trust clearance. A mandatory three-week training period, combining webinars, self-paced learning, and workshops, must be completed before shift assignment. The position supports a 24x7x365 essential operation and may require evening, weekend, holiday, or emergency work.

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.
Comfort with 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.
U.S. citizenship or permanent residency.
Eligibility to obtain a Public Trust clearance.

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.
Use professional judgment, particularly during crisis calls.
Respond promptly to calls.
Manage and de-escalate calls from individuals in crisis.
Triage calls for appropriate responses, referrals, and documentation.
Provide case management and referral services.
Apply quality standards to 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 call-handling protocols and policies, including post-call documentation.