Lead CARE Specialist

The Providencia Group•El Paso, TX

11d

About The Position

The Lead CARE Specialist reports to the Senior CARE Lead Specialist (Child and Family Welfare Specialist Advisor (CFWSA) and serves as a supervisory member of the Contact, Assessment, and Risk Evaluation (CARE) Team. This role provides day-to-day operational support, quality oversight, and guidance to Call Center Specialists conducting safety and wellbeing screenings for unaccompanied children (UACs) and their sponsors as part of a federally directed initiative coordinated with a federal agency. The Lead Call Center Specialist supports accurate risk identification, consistent application of protocols, and timely escalation of concerns. This position plays a critical role in mentoring staff, reviewing case documentation, supporting complex cases, and ensuring adherence to federal, state, and organizational requirements.

Requirements

Bachelor’s degree or higher with 3+ years of relevant experience in child welfare, human services, case management, or a related field.
One (1) or more years of prior supervisory or managerial experience required.
Bilingual in Spanish and English.
Knowledge of child welfare, child rights issues, and trauma-informed care principles, with experience supporting traumatized or exploited minors, those with behavioral challenges, and diverse clients such as refugees and minority families.
Available to work a flexible schedule, including nights and weekends.
Ability to handle sensitive and difficult situations with empathy and professionalism.
Demonstrate strong, high-level problem-solving skills and make quick, effective decisions under pressure while maintaining empathy and professionalism.
Ability to handle confidential information with discretion and integrity.
Proficiency in accurately transcribing and translating verbal communication.
Requires strong communication skills, both written and verbal.
Handles sensitive situations with empathy, especially when working with children from diverse backgrounds, while maintaining professionalism and discretion.
Capable of managing high-stress situations while maintaining a strong sense of duty to meet callers' needs.
Offers exceptional leadership and team management skills; collaborates effectively, shares information, and adapts to evolving environments.
Proven experience and high level of comfortability operating technology and learning new software applications quickly to complete required data entry tasks.
Must possess strong computer skills in MS Office, including Excel, Word, and Teams.
Ability to type 55 wpm.
Applicants selected may be subject to a government background investigation and may be required to meet the following conditions of employment.
Security Clearance/Background Check Requirements: Applicants selected will be subject to a government background investigation and may need to meet eligibility requirements for access to classified information.
Ability to obtain/maintain a Security Clearance.
Must be a U.S. Citizen or Permanent Resident.
U.S. Residency requirement - 3 consecutive years in the last 5 years.
Internal background check and drug screen to the satisfaction of contract requirements.
Child Abuse/ Neglect Report (CAN) or child protective services check with no adverse findings.
Standing/Walking/Mobility: Must have mobility to attend meetings with other managers and employees.
Fingering/Grasping/Feeling: Must be able to write, type and use a telephone system 100% of the time.
Sitting: Sitting for prolonged and extended periods of time.

Nice To Haves

Licensed Baccalaureate Social Work (LBSW), Licensed Master Social Worker (LMSW) or Certified Mental Health Provider (preferred).
Experience working with migrants and with government clients, preferably ORR, FEMA, HHS, and/or DHS (preferred).
Possess an understanding of U.S. immigration and refugee policies, particularly pertaining to unaccompanied minors (preferred).
Knowledge of call center operations and related software (preferred).

Responsibilities

Assign daily workflows and provide direct coaching and support to a team of CARE Specialists.
Serve as the first point of escalation for complex, high-risk, or sensitive cases, including concerns related to trafficking, abuse/neglect, runaway/missing children, self-harm, or other safety and wellbeing risks.
Support specialists in completing timely and accurate follow-up calls, documentation, and required reporting in accordance with established protocols.
Review, validate, and provide guidance on Risk Tier ratings, escalation decisions, and safety planning, escalating to the Supervisor as appropriate.
Field and manage high-level or complex inbound and outbound calls involving unaccompanied children, sponsors, or external stakeholders.
Verify the accuracy, completeness, and compliance of case notes, addendums, and specialized case documentation.
Ensure all outreach attempts, follow-ups, and referrals are completed in accordance with required procedures and timelines.
Coordinate closely with supervisors and internal teams to ensure consistent reporting, case routing, and escalation.
Maintain organized and accurate records for specialized cases, referrals, and follow-up actions.
Support quality assurance efforts by identifying trends, gaps, or concerns and elevating them to the Supervisor.
Provide ongoing training, guidance, and technical assistance to specialists related to protocols, documentation standards, and trauma-informed engagement.
Promote a positive, supportive team environment and reinforce expectations related to professionalism, reliability, and quality.
Report performance concerns, case trends, or operational issues related to assigned staff to the Call Center Supervisor.
Ensure compliance with federal, state, and local reporting requirements, including mandatory reporting and critical incident protocols.
Participate in meetings, trainings, and continuous improvement activities as required.
Perform related duties as assigned; management reserves the right to revise duties as necessary.