Bilingual Call Center Operator (BilingualCall Specialist Tier 1)

VECRA is seeking a Full-Time

Bilingual Call Specialist Tier 1

VECRA, Inc. has a requirement for a Bi-Lingual Call Specialist with a minimum of 2 years of experience. The VECRA Bi-Lingual Call Specialist will join our Lanham, Maryland headquarters to conduct the day-to-day tasks in support of our Federal Government, Public, and Commercial clients.

COMPANY DESCRIPTION

VECRA, Inc. is a service-disabled veteran-owned small business (SDVOSB), woman-owned small business (WOSB), minority business enterprise (MBE) consulting firm implementing proven methodologies that help our clients drive growth, transform businesses, and innovate breakthrough ideas. VECRA’s extensive experience with innovative software applications, reporting systems, facilities and supply chain management, program management and staffing support services are always:

Vigilant * Efficient * Collaborative * Responsive * Accurate

JOB SUMMARY

The Call Specialist will be responsible for providing quality interpretation services to the children, sponsors, community members, and other callers, while maintaining professional judgement, especially in situations where the caller is in crisis. The position reports to the Lead Call Specialist.

ROLES and RESPONSIBILITIES

• Bi-lingual English and Spanish.
• Respond to all calls as needed.
• Maintain composure and professionalism when calls involve reports of behavioral disruptions, mental health crisis, or runaway behaviors, or requests for family emotional, behavioral, or psychological supports and interventions.
• Work closely with the call center staff, ORR (client), and client’s stakeholders in the execution of deliverables and services.
• Ensure compliance and State and Federal requirements.
• Triage all calls to ensure the appropriate level of response through referrals, service planning, and documentation of services for the calls completed.
• Assure uniform quality standards are applied to all calls.
• Meet all deadlines required by the program supervisor and federal partners.
• Ability to effectively communicate in writing and verbally in English and Spanish
• Work in cooperation with stakeholders, including legal service providers, court officials, and State and Federal partners.
• Assess ongoing changes in behavior, circumstances or conditions that may affect child safety.
• Make appropriate referrals to Federal, State, and local officials.
• Provide crisis intervention and guidance to callers regarding clinical components of the crisis intervention to callers who are experiencing a crisis.
• Document all calls electronically.
• Provide all information for reports in a timely manner.
• Follow all VECRA and Client’s protocols and policies in answering calls.

QUALIFICATIONS and REQUIRED SKILLS:

• Minimum of 2 years of experience working with immigrant populations and/or child welfare field.
• Minimum of 2 years’ experience working with unaccompanied children or refugee minors.
• Minimum of 2 years’ experience interviewing children
• Trained in interviewing children.
• Experience with Office of Refugee Resettlement.
• Ability to work weekends, nights, evenings, and holidays as needed or requested by the position.
• Bi-lingual English and Spanish.
• Ability to work under pressure with minimum supervision.
• Veterans are encouraged to apply.

EDUCATION

• Bachelors in social work, psychology, criminal justice, sociology, or related field of study or other relevant degree preferred.
• Relevant experience may substitute a college degree.

OTHER

• Schedule: Full Time, 9:00 am – 05:00 pm
• Days: Monday – Friday; Saturday - Sunday. (Work hours may vary based on the client’s need and location. Some weekend work may be required)
• Coverage: 365 days, 7 days per week, 24 hours per day
• Job Class: Call Center Operations
• Telework: Yes; Remote Telework may be an option. Will be required to occasionally work onsite (Up to 25%)
• Job Location/s: Arlington, VA; Boston, MA; Chicago, IL; Houston, TX; Los Angeles, CA; Miami, FL; Metairie, LA; New York City, NY, Bethpage, NY; Newark, NJ; San Francisco, CA; and Tampa, FL; Other locations as added based on client needs.
• Req Type: Full-Time
• Salary: $20.19/hr.

BENEFITS

We offer a competitive benefits package for full-time employees to include paid holidays, paid time off, medical, and dental.

VECRA, Inc. is an equal opportunity and affirmative action employer. VECRA is committed to administering all employment and personnel actions on the basis of merit and free of discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

VECRA maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks, where permitted by law.