Supervisory Call Specialist (Administrative)

Title: Supervisory Call Specialist

Location: El Paso, TX (ZIP code 79902)

Travel: Minimal (up to 10%, as needed)

Security Clearance: Public Trust

***CONTINGENT UPON AWARD***

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 Supervisory Call Specialist will report to the Lead Supervisory Call Specialist. 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:

• Lead and manage a team of up to approximately 12-18 Call Center Specialists: handle scheduling, performance assessment, and professional development activities.
• Field and direct high-level or complex calls related to unaccompanied children and related parties.
• Develop and implement omni-channel contact center procedures and protocols to improve efficiency and service quality.
• Promote productivity and ensure staff meet their performance standards and metrics/goals.
• Oversee the collection, recording, and reporting of call logs and other data.
• Liaise with internal and external stakeholders, including governmental agencies and non-profit organizations.
• Stay abreast of changes in immigration law, child welfare policies, ORR policies, and cultural sensitivity practices; ensure team members are properly trained.
• Promote positive environment with an emphasis on building high morale; offer words of encouragement to assigned Call Center Specialist team and make them feel valued and appreciated; promote collaboration.
• Report any issues with their assigned Call Center Specialist staff to the Lead Supervisory Call Specialist.
• Handle crisis intervention, conflict, confrontation or other complex people situations with compassion and decisiveness.
• Work with traumatized/exploited children and children with behavioral problems.
• Demonstrate ability to service a diverse group of clients, including refugees or other minority families.
• Oversee Call Center Specialists to ensure compliance and quality service and provide support and guidance to Call Specialists as needed.
• Aptitude to work cross functionally with TPG personnel and Social Services Agencies to deliver the highest quality of work under extreme pressure and in a fast-paced environment.
• Proven experience and high level of comfortability operating technology and learning new software applications quickly to perform data entry.
• Ability to work independently in the field and exercise a high level of confidentiality.
• Knowledge of state, community, and agency resources for victims of abuse, migrants, refugees, underserved populations, etc. preferred.
• Other duties as assigned.

Minimum Qualifications & Skills:

• Master's degree in Social Work or an equivalent degree in Psychology, Counseling, Sociology, or other relevant Behavioral Science.
• Five (5) or more years of post-Master's direct service delivery experience working with youth and trauma-informed care.
• Supervisory experience (1+ years) overseeing a team of case managers or mental health professionals on an ORR project is preferred, though strong candidates with equivalent leadership or relevant experience will also be considered.
• Bilingual in Spanish and English.
• Knowledge of child welfare, child rights issues, and trauma-informed care principles, with experience supporting traumatized or exploited minors, those with behavioral challenges, and diverse clients such as refugees and minority families.
• One (1) or more years working with migrants and with government clients, preferably ORR, FEMA, HHS, and/or DHS (preferred).
• Possess an understanding of U.S. immigration and refugee policies, particularly pertaining to unaccompanied minors (preferred).
• Proficiency in multiple languages is highly advantageous (preferred).
• Knowledge of call center operations and related software (preferred).
• Available to work a flexible schedule, including nights and weekends.
• Ability to handle sensitive and difficult situations with empathy and professionalism.
• Demonstrate strong, high-level problem-solving skills and make quick, effective decisions under pressure while maintaining empathy and professionalism.
• Ability to handle confidential information with discretion and integrity.
• Proficiency in accurately transcribing and translating verbal communication.
• Requires strong communication skills, both written and verbal.
• Ability to handle sensitive situations with empathy, especially when working with children from diverse backgrounds, while maintaining professionalism and discretion.
• Capable of managing high-stress situations while maintaining a strong sense of duty to meet callers' needs.
• Offers exceptional leadership and team management skills; collaborates effectively, shares information, and adapts to evolving environments.
• Proven experience and high level of comfortability operating technology and learning new software applications quickly to complete required data entry tasks.
• Must possess strong computer skills in MS Office, including Excel, Word, and Teams.
• Ability to type 55 wpm.

Work Schedule:

The National Call Center operates on a 24x7x365 basis. This is a full-time position which typically requires shifts during operating hours. Your schedule will be assigned after the completion of training and may change to support day or night shift based on client needs and resource availability. Each shift includes a minimum of one weekend day (Saturday or Sunday).

This position is considered ESSENTIAL. 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.

You will be required to complete 3 weeks of mandatory training, to include in-person sessions, webinars, self-paced training, and workshops.

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.
• Ability to obtain/maintain a Security Clearance.
• Must be a U.S. Citizen or Permanent Resident.
• U.S. Residency requirement - 3 consecutive years in the last 5 years.
• Internal background check and drug screen to the satisfaction of contract requirements.
• Child Abuse/ Neglect Report (CAN) or child protective services check with no adverse findings.

Physical Requirements/Working Conditions:

• 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% of the time.
• 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.

This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. Management may revise duties as necessary without updating this job description.

For more information about the company please visit our website at www.kacecompany.com

KACE 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.

KACE complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to recruiting@kacecompany.com.