Quality Control Specialist (Administrative)

Title: Quality Control 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.

***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 Quality Control Specialist will monitor policy compliance, data integrity, and continuous improvement across call handling, documentation, and reporting. In addition to conducting audits, completing scorecards, and assisting callers as needed, this role plays a key part in ensuring operational excellence and service quality.

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:

• Implement the call quality rubric and scorecards (greeting, verification, empathy, accuracy, mandatory reporting, proper referrals).
• Conduct audits of incident reports, cases, risk assessments, trafficking screenings, self-harm screening, safety plans, and other documentation, log deficiencies and verify case closure. 
• Identify deficiencies in documentation including unclear documentation, incorrect categories, and form completion, missed processes and/or follow-up.
• Review client database to ensure proper completion of required database updates.
• Elevate deficiencies identified in audits.
• Review PRS referrals for appropriateness, proper completion, and submission.
• Submit PRS referrals.
• Submit call notes to PRS providers for their active clients. 
• 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.

Minimum Qualifications & Skills:

• Bachelor's degree or higher in social work, psychology, counseling, or other relevant behavioral science.
• One (1) year of Child Welfare experience.
• Six (6) months of UC Family Reunification or UC Call Specialist experience.
• Bilingual in English and Spanish.
• Proficiency in multiple languages is highly advantageous (preferred)
• Case Management Wellness Check, call center experience (preferred).
• Excellent verbal and written communication skills.
• Ability to handle sensitive and difficult situations with empathy and professionalism.
• Understanding of U.S. immigration and refugee policies, particularly pertaining to unaccompanied minors (preferred).
• Knowledge of child welfare and child rights issues.
• Familiarity with call center operations and related case management software (preferred).
• Basic understanding of trauma-informed care principles.
• Experience working with traumatized/exploited minors and minors with behavioral problems (preferred).
• Demonstrated ability to support diverse clients, including refugees or other minority families (preferred).
• A drive for excellence and continual improvement.
• Ability to empathize with children from various backgrounds and cultures.
• Capability to handle high-stress situations and potential emotional fatigue.
• Strong sense of duty and conscientiousness in ensuring callers' needs are met.
• Work effectively within a team setting, sharing information and coordinating efforts.
• Openness to learning and responding effectively to an evolving environment.
• Strong problem-solving skills and ability to make quick, effective decisions.
• Ability to handle confidential information with discretion and integrity.
• Demonstrated computer proficiency with the ability to quickly learn and adapt to new software programs and technologies.
• Must possess strong computer skills in MS Office, including Excel, Word, Outlook, and Teams.
• Ability to type 55 wpm.

Work Schedule:

This position is considered ESSENTIAL as The National Call Center operates on a 24x7x365 basis including holidays. 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.

• Due to the importance of this position, employees supporting this contract may be required to work extended hours including evening work, holidays, support on-call assignments, and work weekends to support time-sensitive or real-time complex services.
• You will be required to complete 3 weeks of mandatory online training, to include webinars, self-paced training, and web-based workshops.
• Your schedule may change based on client needs and resource availability.

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.