Care Lead - Bilingual Trauma-Informed Call Center

The Providencia Group; El Paso (TX); On-site; USD 52,000 - 65,000; Full time

Job summary

The Providencia Group is seeking a CARE Lead to oversee daily operations of a team conducting safety and well-being screenings in a federally regulated setting. The role emphasizes risk identification, protocol adherence, and timely escalation of sensitive concerns while mentoring staff.

Requirements include a bachelor’s degree, at least 3 years in child welfare or related fields, and a minimum of 1 year of supervisory experience.

Qualifications

• Bachelor’s degree required or equivalent.
• Minimum 3 years of relevant experience in child welfare, human services, case management, or related field.
• At least 1 year of supervisory or lead experience required.
• Bilingual English/Spanish required; social work or behavioral health licensure preferred.

Responsibilities

• Provide daily workflow direction and coaching to call center specialists.
• Serve as first-level escalation point for high-risk or sensitive cases.
• Review case documentation for accuracy, completeness, and compliance.
• Support complex inbound and outbound communications with professionalism.
• Reinforce quality, documentation standards, and trauma-informed engagement.
• Promote a professional, supportive, and accountable team environment.
• Compliance with government background investigation and Public Trust or higher clearance requirements.

Skills

Bilingual English/Spanish

Supervisory experience

Education

Bachelor’s degree

Job description

The Providencia Group is seeking a CARE Lead to oversee daily operations of a team conducting safety and well-being screenings in a federally regulated setting. The role emphasizes risk identification, protocol adherence, and timely escalation of sensitive concerns while mentoring staff.

Requirements include a bachelor’s degree, at least 3 years in child welfare or related fields, and a minimum of 1 year of supervisory experience.