Call Center Specialist

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 comm...