Call Center Specialist
Call Center Specialist
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Job Description
TITLE: Call Center Specialist
LOCATION: El Paso TX
TRAVEL: None
This is a parttime position working on an as needed basis requiring approximately 40 hours per week which will include nights weekends and/or holidays
About Us
The Providencia Group is led by a purpose: to address global challenges and make an impact that matters through delivering transformative solutions. This purpose defines who we are and extends to relationships with our clients our people and our communities. We combine purpose innovation and experience to deliver impactful results.
About The Team
We are problem solvers working with leading agencies and organizations to help them address many of todays most complex challenges. Our worldclass team of technologists program managers and subject matter experts is uniquely qualified to address everevolving largescale challenges. In an imperfect world The Providencia Group puts capability and purpose into action.
What youll be part of TPG Culture
At TPG we expect incredible tangible results. TPG professionals play a unique role in delivering these results. We reach across disciplines and borders to serve our global organization. We provide a roadmap for focusing on people our work and continuous improvement. We see people as people take care of each other commit to the mission move quickly and bravely get better every day and seek truth. We are the backbone of TPG.
About the Role
The Call Center Specialist will report to the Lead Call Center Specialist Supervisor(s). Working in conjunction with other teams this position will support the mission and aims of the Department of Health and Human Services Administration for Children and Families and Office of Refugee Resettlement. 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 Youll 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 ORR staff and 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 ORR policies 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.
The 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 children. Your work will help to facilitate their swift and seamless integration into society fostering their wellbeing safety and prospects for the future.
Minimum Qualification & Skills
- Bachelors 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 problemsolving 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 pertaining to unaccompanied minors.
- Knowledge of child welfare and child rights issues.
- Familiarity with call center operations and related case management software.
- Basic understanding of traumainformed 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 comfortability 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 longterm view on people expressed through compassion and support.
- A passion to be involved in highimpact work that makes a difference.
- A drive for excellence and continual improvement.
- Empathy: Ability to empathize with children from various backgrounds and cultures.
- Resilience: Capability to handle highstress 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 onsite opportunity in El Paso TX at a call center.
Work Schedule
This position is considered ESSENTIAL as The National Call Center operates on a 24x7x365 basis including holidays. This means the position will be required to work on holidays or during emergency or crisis situations including inclement weather natural and humancaused 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 oncall assignments and work weekends to support timesensitive or realtime complex services.
- You will be required to complete 3 weeks of mandatory online training to include webinars selfpaced training and webbased 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 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 of time.
For more information about the company please visit our website at
Providencia is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race color sex age national origin religion sexual orientation gender identity status as a veteran disability or any other federal state or local protected class.
TPG complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities.
If you require accommodation in completing this application interviewing completing any preemployment testing or otherwise participating in the employee selection process please direct your inquires to
Required Experience:
Unclear Seniority
Employment Type
Part-Time
