Call Center Specialist
| Company | Providencia |
|---|---|
| Location | El Paso, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Part-Time |
| Degrees | Bachelor’s |
| Experience Level | Junior, Mid Level |
Requirements
- 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.
- 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.
- Ability to handle confidential information with discretion and integrity.
Responsibilities
- 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.
Preferred Qualifications
- Case Management Wellness Check, call center experience (preferred).
- Proficiency in multiple languages is highly advantageous.