Call Center Specialist (Bilingual English/Spanish)

Koniag Government Services, LLC•El Paso, TX

7d•$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. This onsite position is based in secure facilities in El Paso, Texas; remote and virtual work are prohibited. The role responds to sensitive, high-impact calls by providing real-time guidance, crisis response, and resource coordination to promote the safety and well-being of vulnerable youth. The position operates as part of a 24x7x365 essential operation and may require evening, weekend, holiday, or emergency work. Before shift assignment, employees must complete a mandatory three-week training period consisting of webinars, self-paced learning, and workshops. Applicants must be U.S. citizens or permanent residents and eligible for Public Trust clearance. Applications are accepted on an ongoing basis, with no formal deadline.

Requirements

Bachelor's degree in a relevant field, such as psychology, social work, mental health, or a related field.
At least one year of child welfare experience.
Bilingual proficiency in English and Spanish.
Strong computer skills, including proficiency with Microsoft Excel, Word, Teams, and Outlook.
Ability to learn new systems and work 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 and determine 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.