Call Center Specialist (Bilingual English / Spanish)

OVERVIEW

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, Rockville, MD, or Fairmont, WV .

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

PREFERRED QUALIFICATIONS

ADDITIONAL INFORMATION

Salary Range : $15.30-$17.65 / hour depending on location

For a complete listing of benefits, please visit our careers page at

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.