Call Center Specialist

Title: Call Center Specialist

Location: El Paso, TX (ZIP code 79902)

Travel: None

Security Clearance: Public Trust

Schedule: This is an as needed Part-Time Essential Services Position, requiring approximately 40 hours per week, which will include nights, weekends, and/or holidays.

This position is subject to the Service Contract Act and is classified as non-exempt, which means you will be eligible for overtime.



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*CONTINGENT UPON AWARD

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About KACE:

When you make the decision to join KACE, you are choosing to work alongside talented professionals that have one thing in common; the passion to make a difference! KACE employees bring their diverse talents and experiences to work on critical projects that help shape the nation’s safety, security, and quality of life.

The desire to have a career that is purposeful and forward thinking is woven into every KACE employee…it’s The KACE Way.

KACE employees are; purpose driven, forward focused, open-minded, trustworthy, and invested.

The KACE Way is our commitment to our employees, to our customers, and to our communities.

Join KACE and make a difference!

Job Summary:

The Call Center Specialist will report to the Supervisory Call Center Specialist(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.

Essential Functions and 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 to include recognizing and completing thorough, accurate reporting of critical incidents within required timeframes.


* 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.


* Assist in vetting sponsors nationwide.


* Perform related duties assigned within your scope of practice - management reserves the right to revise these duties as necessary.

Minimum Qualifications & Skills:


* Ba...