Bilingual Call Center Specialist — Crisis & Case Support

Koniag Government Services; El Paso (TX); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Parental leave

Life and disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Job summary

Koniag Government Services is hiring Call Center Specialists (Bilingual English/Spanish) to support a government customer from our El Paso, TX facility. You will respond to sensitive calls, provide real-time guidance, and coordinate resources to protect youth safety.

This onsite role requires US citizenship, eligibility for Public Trust clearance, and involves evenings or weekend coverage as needed. Strong English/Spanish communication and case management skills are essential.

Qualifications

• Bachelor's degree in a relevant field (psychology, social work, mental health, or related).
• At least 1 year of child welfare experience.
• Bilingual in English and Spanish.
• Strong computer skills in 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 with professionalism and empathy.

Responsibilities

• Deliver high-quality, compassionate services to UAC, sponsors, community members, and other callers.
• Communicate effectively in English and Spanish.
• Maintain professional judgment, especially during crisis calls.
• Respond to calls promptly.
• Manage and de-escalate calls from individuals in crisis.
• Triage calls for appropriate responses, referrals, and documentation.
• Provide case management/referral services.
• Apply quality standards to all 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 protocols and policies in call handling including post-call documentation.

Skills

Bilingual EN/ES

MS Excel

MS Word

Outlook

Teams

Communication

Case mgmt software

Education

Bachelor's degree in a relevant field

Tools

Case management software

Job description

Koniag Government Services is hiring Call Center Specialists (Bilingual English/Spanish) to support a government customer from our El Paso, TX facility. You will respond to sensitive calls, provide real-time guidance, and coordinate resources to protect youth safety.

This onsite role requires US citizenship, eligibility for Public Trust clearance, and involves evenings or weekend coverage as needed. Strong English/Spanish communication and case management skills are essential.