Call Center Specialist (Administrative)

TITLE: Call Center Specialist

LOCATION: El Paso, TX

TRAVEL: None

This is a part-time 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 today's most complex challenges. Our world-class team of technologists, program managers, and subject matter experts is uniquely qualified to address ever-evolving, large-scale challenges. In an imperfect world, The Providencia Group puts capability and purpose into action.

What you'll 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 You'll 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 well-being, safety, and prospects for the future.

Minimum Qualification & Skills

• Bachelor's 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 problem-solving 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 trauma-informed 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 long-term view on people expressed through compassion and support.
• A passion to be involved in high-impact 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 high-stress 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 human-caused 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 on-call assignments, and work weekends to support time-sensitive or real-time complex services.
• You will be required to complete 3 weeks of mandatory online training, to include webinars, self-paced training, and web-based 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 https://www.theprovidenciagroup.com

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 pre-employment testing, or otherwise participating in the employee selection process, please direct your inquires to HRsupport@theprovidenciagroup.com