Call Center Specialist (Bilingual English/Spanish)

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

There is no formal application deadline for this position as applications are accepted on an ongoing basis.

Koniag Professional Services, a Koniag Government Services company, is hiring Call Center Specialists (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.

Benefits include medical, dental, and vision insurance, 401(k) retirement plan, paid time off, paid parental leave, life and disability insurance, flexible spending accounts, commuter benefits and tuition reimbursement.

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.

DUTIES

• 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

Minimum Qualifications

• Bachelor's degree in a relevant field, such as psychology, social work, mental health, or a related field.
• At least 1 year 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 Qualifications

• Prior 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 Information

• This is an onsite role located in our secure El Paso, TX, 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 clearance

The 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 [e-mail] or by calling 703-488-9377 to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352