Bilingual Crisis Call Specialist (English/Spanish) – Onsite

Koniag Government Services; El Paso (TX); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Paid parental leave

Life and disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Job summary

Koniag Government Services is seeking Call Center Specialists (Bilingual English/Spanish) in El Paso, TX to support a government customer. The role handles sensitive crisis calls, provides real-time guidance, and coordinates resources to protect vulnerable youth.

Must be a US Citizen eligible for Public Trust clearance with 1+ year in child welfare and strong English/Spanish communication. Onsite role with comprehensive benefits and a 3-week training period.

Qualifications

• Bachelor's degree in a relevant field is required.
• At least 1 year of child welfare experience.
• Bilingual English and Spanish required.
• Strong computer skills including Excel, Word, Teams, Outlook.
• Comfortable learning new systems and 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, and callers.
• Communicate effectively in English and Spanish.
• Maintain professional judgment during crisis calls.
• Respond to calls promptly and de-escalate when needed.
• Triage calls for appropriate responses, referrals, and documentation.
• Provide case management and referrals as required.
• Follow quality standards and meet program deadlines.
• Coordinate with stakeholders including legal services and court officials.
• Assess changes in child safety and make referrals to officials.
• Adhere to call handling protocols and post-call documentation.

Skills

Bilingual English/Spanish

Verbal communication

Written communication

Empathy and professionalism

Ability to work under pressure

Education

Bachelor's degree in psychology, social work, mental health, or related field

Tools

Microsoft Excel

Microsoft Word

Microsoft Teams

Microsoft Outlook

Job description

Koniag Government Services is seeking Call Center Specialists (Bilingual English/Spanish) in El Paso, TX to support a government customer. The role handles sensitive crisis calls, provides real-time guidance, and coordinates resources to protect vulnerable youth.

Must be a US Citizen eligible for Public Trust clearance with 1+ year in child welfare and strong English/Spanish communication. Onsite role with comprehensive benefits and a 3-week training period.