Job Description:\n\nJob Title: Bilingual Child Welfare Call Center Specialist Location: El Paso, TX Employment Type: Full Time Job Description: We are seeking motivated, solution-driven team players eager to embrace the responsibilities of working in a dynamic and professionally rewarding environment. This role involves assessing client needs, developing and implementing service plans, and coordinating services to help clients achieve their goals. The ideal candidate will have a strong commitment to social services, excellent communication skills, and the ability to work collaboratively with clients and other service providers. QualificationsMinimum Qualification & Skills: Bachelor's degree or higher in social work, psychology, counseling, or other relevant behavioral scienceOne year of Child Welfare ExperienceBilingual in English and SpanishMust possess strong computer skills in MS Office, including Excel, Word, Outlook, and TeamsDemonstrated computer proficiency with the ability to quickly learn and adapt to new software programs and technologiesAbility to type 45 wpmExcellent verbal and written communication skillsAbility to handle sensitive and difficult situations with empathy and professionalismStrong problem-solving skills and ability to make quick, effective decisionsProficiency in multiple languages is highly advantageousAbility to handle confidential information with discretion and integrityKey Knowledge Understanding of U.S. immigration and refugee policies, particularly about unaccompanied minorsKnowledge of child welfare and child rights issuesFamiliarity with call center operations and related case management softwareBasic understanding of trauma-informed care principlesExperience working with traumatized/exploited minors and minors with behavioral problemsDemonstrated ability to support diverse clients, including refugees or other minority familiesProven experience and high level of comfort operating technology and learning new software applications quickly to complete the required data entry tasksA passion to be involved in high-impact work that makes a differenceA drive for excellence and continual improvementEmpathy: Ability to empathize with children from various backgrounds and culturesResilience: The capability to handle high-stress situations and potential emotional fatigueResponsibility: Strong sense of duty and conscientiousness in ensuring callers’ needs are metAdaptable: Openness to learning and responding effectively to an evolving environmentCondition of Employment: Complete a rigorous culture and competency testing processComplete a Drug TestMust be at least 21 years of ageA valid government-issued photo IDHave the ability to obtain Public Trust ClearanceSecurity 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 informationMust be a U.S. citizen or Permanent ResidentU.S. Residency requirement - 3 consecutive years in the last 5 yearsInternal background check to the satisfaction of contract requirementsChild Abuse/ Neglect Report (CAN) or child protective services check with no adverse findingsPhysical Demands: Standing/Walking/Mobility: Must have the mobility to attend meetings with other managers and employeesClimbing/Stooping/Kneeling: 10% of the timeLifting/Pulling/Pushing: 10% Fingering/Grasping/Feeling: Must be able to write, type, and use a telephone system 100% of the timeSitting: Sitting for prolonged and extended periods ResponsibilitiesAbout the Role: The Bilingual Child Welfare Call Center Specialist will report to the Supervisory Call Center SpecialistWe are pursuing a federal contract, and this position will collaborate closely with other teams to support the contract requirementsIn this role, you will serve as a lifeline for children and their sponsors in the midst of uncertainty, providing a critical service by answering calls, directing resources, and ensuring these vulnerable children receive the care and support they need What You’ll Do:Answer and direct inbound calls, messages, emails, texts, etc.from unaccompanied children and related partiesProvide appropriate information, resources, and guidance to callers in a compassionate, culturally sensitive mannerIdentify urgent or complex situations and coordinate with appropriate supervisors, external stakeholders, and resourcesFollow policies for reporting to all Federal, State, and Local Government agencies as neededMaintain detailed call logs and records for tracking and reporting purposesParticipate in regular training to stay up to date with child welfare, State, Federal, and contract requirements, and cultural sensitivity best practicesConfirm children are receiving all the required services while in the care of a shelter or with their sponsorsProvide crisis intervention and guidance to callers and appropriate referrals for servicesThe Impact of Your Results. Your empathetic communication and coordination skills will provide immediate assistance to some of the most vulnerable members of our society – unaccompanied refugee childrenYour work will help to facilitate their swift and seamless integration into society, fostering their well-being, safety, and prospects for the futurePerform related duties assigned within your scope of practice - management reserves the right to revise these duties as necessaryAssist in vetting sponsors nationwideKey Behaviors: A long-term view on people expressed through compassion and supportCollaborative: Work effectively within a team setting, sharing information and coordinating efforts Work Schedule:This position is considered ESSENTIAL as the National Call Center operates on a 24/7/365 basis, including holidaysThis means the position will be required to work on holidays or during emergencies or crises, including inclement weather, natural and human-caused disasters, etc.Due to the importance of this position, employees supporting this contract may be required to work extended hours, including evening work, holidays, support on-call assignments, and work weekends to support time-sensitive or real-time complex servicesYou will be required to complete 3 weeks of mandatory online training, including webinars, self-paced training, and web-based workshopsYour schedule may change based on client needs and resource availability Job description TITLE: Bilingual Child Welfare Call Center Specialist LOCATION: El Paso, TX About the Role: The Bilingual Child Welfare Call Center Specialist will report to the Supervisory Call Center Specialist. We are pursuing a federal contract, and this position will collaborate closely with other teams to support the contract requirements. In this role, you will serve as a lifeline for children and their sponsors in the midst of uncertainty, providing a critical service by answering calls, directing resources, and ensuring these vulnerable children receive the care and support they need. What You’ll Do: Answer and direct inbound calls, messages, emails, texts, etc., from unaccompanied children and related parties. Provide appropriate information, resources, and guidance to callers in a compassionate, culturally sensitive manner. Identify urgent or complex situations and coordinate with appropriate supervisors, external stakeholders, and resources. Follow policies for reporting to all Federal, State, and Local Government agencies as needed. Maintain detailed call logs and records for tracking and reporting purposes. Participate in regular training to stay up to date with child welfare and cultural sensitivity best practices. Confirm children are receiving all required services while in the care of a shelter or with their sponsors. Provide crisis intervention and guidance to callers and appropriate referrals for services. Your empathetic communication and coordination skills will provide immediate assistance to some of the most vulnerable members of our society – unaccompanied refugee children. Your work will help to facilitate their swift and seamless integration into society, fostering their well-being, safety, and prospects for the future. Minimum Qualification & Skills: Bachelor's degree or higher in social work, psychology, counseling, or other relevant behavioral science. One year of Child Welfare Experience. Bilingual in English and Spanish. Case Management Wellness Check, call center experience (preferred). Must possess strong computer skills in MS Office, including Excel, Word, Outlook, and Teams. Demonstrated computer proficiency with the ability to quickly learn and adapt to new software programs and technologies. Ability to type 45 wpm. Excellent verbal and written communication skills. Ability to handle sensitive and difficult situations with empathy and professionalism. Strong problem-solving skills and ability to make quick, effective decisions. Proficiency in multiple languages is highly advantageous. Ability to handle confidential information with discretion and integrity. Key Knowledge Understanding of U.S. immigration and refugee policies, particularly about unaccompanied minors. Knowledge of child welfare and child rights issues. Familiarity with call center operations and related case management software. Basic understanding of trauma-informed care principles. Experience working with traumatized/exploited minors and minors with behavioral problems. Demonstrated ability to support diverse clients, including refugees or other minority families. Proven experience and high level of comfort operating technology and learning new software applications quickly to complete required data entry tasks. Perform related duties assigned within your scope of practice - management reserves the right to revise these duties as necessary. Assist in vetting sponsors nationwide. Key Behaviors: A long-term view on people expressed through compassion and support. A passion to be involved in high-impact work that makes a difference. A drive for excellence and continual improvement. Empathy: Ability to empathize with children from various backgrounds and cultures. Resilience: The Capability to handle high-stress situations and potential emotional fatigue. Responsibility: Strong sense of duty and conscientiousness in ensuring callers’ needs are met. Collaborative: Work effectively within a team setting, sharing information and coordinating efforts. Adaptable: Openness to learning and responding effectively to an evolving environment. Work Environment: This is an on-site opportunity in El Paso, TX, at a call center. Work Schedule: This position is considered ESSENTIAL for a Call Center that operates on a 24/7/365 basis, including holidays. This means the position will be required to work on holidays or during emergencies or crises, including inclement weather, natural and human-caused disasters, etc. Due to the importance of this position, employees supporting this contract may be required to work extended hours, including evening work, holidays, support on-call assignments, and work weekends to support time-sensitive or real-time complex services. You will be required to complete 3 weeks of mandatory online training, including webinars, self-paced training, and web-based workshops. Your schedule may change based on client needs and resource availability. Condition of Employment: Complete a rigorous culture and competency testing process. Complete a Drug Test. Must be at least 21 years of age. A valid government-issued photo ID. Have the ability to obtain a Public Trust Clearance. 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. Must be a U.S. citizen or Permanent Resident. U.S. Residency requirement - 3 consecutive years in the last 5 years. Internal background check to the satisfaction of contract requirements. Child Abuse/ Neglect Report (CAN) or child protective services check with no adverse findings. Physical Demands: Standing/Walking/Mobility: Must have the mobility to attend meetings with other managers and employees. Climbing/Stooping/Kneeling: 10% of the time. Lifting/Pulling/Pushing: 10% 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. Salary: Commensurate with experience. Essential HealthCare Solutions is an Equal Opportunity Employer: We are an Equal Employment/Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law. If you require reasonable accommodation for any part of the employment process, please contact Human Resources and provide us with the nature of your request, as well as your contact information. Accommodation requests will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to by Human Resources. \n\nCompany Description:\n\nEssential HealthCare Solutions, LLC ("EHS") is a national healthcare management and staffing company. Founded in 2015, EHS is a woman-owned small business having Federal, State, and Local Government contracting experience, with a proven track record to solve the most complex mission-critical challenges. We bring a solid record of successful performance and an experienced leadership team. EHS currently employs on our medical team, registered nurses, licensed clinical counselors, licensed clinical therapists, case managers, medical assistants, administrative assistants, mental health professionals, respiratory therapists, youth care workers, EMTs, paramedics, LPNs, nurse practitioners, and other healthcare personnel.

Essential HealthCare Solutions, LLC ("EHS") is a national healthcare management and staffing company. Founded in 2015, EHS is a woman-owned small business having Federal, State, and Local Government contracting experience, with a proven track record to solve the most complex mission-critical challenges. We bring a solid record of successful performance and an experienced leadership team. EHS currently employs on our medical team, registered nurses, licensed clinical counselors, licensed clinical therapists, case managers, medical assistants, administrative assistants, mental health professionals, respiratory therapists, youth care workers, EMTs, paramedics, LPNs, nurse practitioners, and other healthcare personnel.