Call Center Specialist

Call Center Specialist

Hendall Inc., a mission-focused professional services firm based in Rockville, MD, is seeking a compassionate and detail-oriented Call Center Specialist to support a high-visibility call center that operates 24/7/365 to assist unaccompanied alien children (UAC), their sponsors, and related parties.

This role involves responding to sensitive, high-impact calls and providing real-time guidance, crisis response, and resource coordination to promote the safety and well-being of vulnerable youth. We are offering full-time and part-time roles which include nights, weekends, and holidays. Candidates must be available to work in either El Paso, TX or Rockville, MD.

Duties

• Deliver high-quality, compassionate services to UAC, sponsors, community members, and other callers
• Communicate effectively in English and Spanish
• Maintain professional judgment, especially during crisis calls
• Respond to calls promptly
• Manage and de-escalate calls from individuals in crisis
• Triage calls for appropriate responses, referrals, and documentation
• Provide case management/referral services
• Apply quality standards to all calls and meet program deadlines
• Work with stakeholders, including legal service providers and court officials
• Assess changes affecting child safety and make referrals to officials
• Follow protocols and policies in call handling including post-call documentation

Minimum Qualifications

• Bachelor's degree in a relevant field, such as psychology, social work, mental health, or a related field.
• At least 1 year of child welfare experience.
• Bilingual in English and Spanish.
• Strong computer skills, including proficiency in Microsoft Excel, Word, Teams, and Outlook.
• Comfortable learning new systems and working with case management software.
• Exceptional verbal and written communication skills.
• Ability to navigate sensitive conversations and emotionally charged topics with professionalism and empathy.

Preferred Qualifications

• Prior call center experience, especially in behavioral health or child/family services.
• Familiarity with Federal government programs that support UAC.
• Working knowledge of trauma-informed care principles and best practices in crisis intervention.

Additional Information

• This is an onsite role located in our secure El Paso, TX and Rockville, MD facilities. Remote/virtual work is prohibited.
• As part of a 24x7x365 essential operation, this position may require work on evenings, weekends, holidays, or during emergency situations.
• A mandatory 3-week training period (combination of webinars, self-paced learning, and workshops) must be completed prior to shift assignment.
• U.S. Citizenship or Permanent Residency required. Must be eligible for Public Trust clearance

Salary Range: $18.00 per hour plus $5.09/hour health and welfare benefit

Hendall Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.