Lead Call Center Specialist

Call Center Specialists Leads (Bilingual English/Spanish)Koniag Professional Services, a Koniag Government Services company, is hiring Call Center Specialists Leads (Bilingual English/Spanish) to support KPS and our government customer. Must be a US Citizen and eligible to obtain a Public Trust clearance. This position is located in El Paso, TX.We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, paid vacation and sick leave, and more.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. Candidates must be available to work in either El Paso, TX, Rockville, MD, or Fairmont, WV.DutiesDeliver high-quality, compassionate services to UAC, sponsors, community members, and other callersCommunicate effectively in English and SpanishMaintain professional judgment, especially during crisis callsRespond to calls promptlyManage and de-escalate calls from individuals in crisisTriage calls for appropriate responses, referrals, and documentationProvide case management/referral servicesApply quality standards to all calls and meet program deadlinesWork with stakeholders, including legal service providers and court officialsAssess changes affecting child safety and make referrals to officialsFollow protocols and policies in call handling including post-call documentationMinimum QualificationsBachelor's degree in a relevant field, such as psychology, social work, mental health, or a related field.At least 3 years 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.Preferred QualificationsPrior 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.Additional InformationThis is an onsite role located in our secure El Paso, TX, Rockville, MD, and Fairmont, WV facilities. Remote/virtual work is prohibited.As part of a 24x7x365 essential operation, this position may require work on evenings, weekends, holidays, or during emergency situations.A mandatory 3-week training period (combination of webinars, self-paced learning, and workshops) must be completed prior to shift assignment.U.S. Citizenship or Permanent Residency required. Must be eligible for Public Trust clearanceOur Equal Employment Opportunity PolicyThe company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.